• Lead, support, encourage, train, and mentor a team of customer service representatives to deliver a high standard of service. • Uphold Customer Service performance targets by monitoring team member progress and providing regular feedback, helping team develop necessary skills and competencies. • Assist in the development and implementation of Customer Service procedures, policies, and standards. • Work alongside the team, providing technical support and fast-paced critical thinking to anticipate our customer’s current and future needs. • Serve as an escalation point to review, advise, and respond to student issues, further escalating to department managers as needed. • Analyze customer service processes, identifying areas for improvement. • Identify ways to enhance efficiency, reduce response times, and improve customer satisfaction.