[Hiring] Customer Service and Order Support Supervisor @The Regents of the University of California on behalf of their Los Angeles Campus

Role Description

The Customer Service and Order Support Supervisor leads the customer service and order support team in providing exceptional service to CEB's customers, and the accurate processing of customer orders, payments, and account changes. The responsibilities include:

• Processing customer orders and account inquiries regarding account and order status
• Processing payments and answering billing inquiries
• Managing standing orders and complaints
• Maintaining positive account relationships
• Team scheduling and staffing, including hiring and training
• Developing unit and individual performance standards and customer service standards
• Preparing reports for the Director
• Initiating projects necessary to maintain a high level of service to customers

Qualifications

• Bachelor’s degree or 5 years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service (Required)
• Strong working knowledge of the Talkdesk telecommunications system (Required)
• Experience using the Intercom customer communication platform (Required)
• Knowledge and experience using the Staxbill financial billing system (Required)
• Extensive knowledge and experience working with Salesforce (Required)
• Strong knowledge and experience with NetSuite order processing (Required)
• Ability to manage multiple priorities in a fast‑changing environment (Required)
• Exceptional verbal, written, and interpersonal communication skills (Required)
• Demonstrated ability to lead (Required)

Requirements

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

• 8:00 a.m. to 5:00 p.m.

Union/Policy Covered

• 99-Policy Covered

Salary & Compensation

UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Complete Position Description

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