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Job Opportunity: Galileo Hiring Customer Service Manager

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  • Becky
    Galileo Learning Customer Service Manager Galileo Learning (www.galileo-learning.com ) provides opportunities for young
    Message 1 of 1 , Sep 18, 2009
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      Galileo Learning Customer Service Manager

      Galileo Learning (www.galileo-learning.com
      <http://www.galileo-learning.com/> ) provides opportunities for young
      people to discover and pursue their passions by operating summer camps
      across the Bay Area that serve over 10,000 kids and families annually.
      Camp Galileo for K – 5th graders focuses on art, science, and
      outdoor programming, Galileo Summer Quest offers 5th-8th graders
      in-depth courses such as Fashion Design and Claymation, and The Tech
      Museum Summer Camps features science and technology classes for
      4th-8thgraders.

      Galileo is currently seeking to add a rare full-time position in our
      Home Office, located in Oakland's vibrant Lakeshore neighborhood.
      Our year-round team of 17 enjoys a work environment that both drives
      team members toward excellence and encourages us to stop and remember
      the joy in the work that we do.

      We are seeking an individual to lead our 5-person Customer Service team
      in providing families enrolling in camp with excellent customer service.
      The ideal candidate will be able to create a vision and plan for
      Galileo's customer service that develops a high functioning customer
      service team, ensures a positive enrollment experience for Galileo
      customers, increases conversion of leads to enrollments, and positively
      resolves any customer issues. This is an opportunity to join a fun
      workplace, have a big impact on kids, and have a high-level of
      responsibility at a growing entrepreneurial company.

      How to apply:

      Galileo only accepts resumes submitted through our online application
      system, found at http://corporate-galileo.icims.com
      <http://corporate-galileo.icims.com/> . In addition to entering a cover
      letter introducing yourself and a resume, you will have the opportunity
      to answer several other questions that will allow us to better determine
      a fit for the position. If you have any questions on the application
      process, please call 510-595-7293 x4, or email jobs@...
      <mailto:jobs@...> .

      Job Description:

      General Management

      * Develop vision and strategic plan for company's customer
      service. Plan should include measurable customer service goals and
      tactics for evaluating performance.
      * Hire,train, and manage 4-5 seasonal customer service team members
      (team members work on team Jan – August)
      * Develop and manage customer service budget
      * Manage company's Office Manager (member of Customer Service
      team). Office Management entails maintaining office supplies,
      managing office cleaning service, working with landlord to conduct
      any maintenance and repairs, and more
      * Participate in senior management team meetings to discuss overall
      company strategy
      * Evaluate customer service and team performance annually, conduct
      end-of-year and quarterly evaluations and debriefs with team, make
      recommendations for improvement, and implement agreed upon improvements

      Camp Enrollment

      * Manage process for enrolling all Galileo camp customers,
      totaling over 20,000 enrollments per season.
      * Develop and implement process for following up with leads to
      successfully convert leads to enrollments
      * Manage email and mail correspondence with customers related to
      customer enrollment
      * Personally answer approximately 40 calls/day during busy season
      (Jan-April) and less during off-season
      * Use company's CRM software, Salesforce.com, to manage camp
      session capacity, and use software to generate reports on enrollment
      * During camp season, support Camp Directors and Camp Operations
      Coordinators with camper enrollment needs and refund situations

      Scholarship Program

      * Oversee Galileo's scholarship program, which aims to
      provide 10% of all camp sessions as scholarships
      * Improve upon and manage Galileo's scholarship application,
      selection, and award process

      Core Requirements:

      * Minimum Bachelor's Degree
      * Relevant Customer Service experience
      * Staff management experience, ability to interact with all levels of
      staff
      * Highly organized, must be able to manage multiple details ongoing
      * Positive, upbeat, must enjoy a high level of interaction with
      people
      * Mustbe willing and excited to answer customer phone calls. Team
      player
      * Strong computer skills. Very comfortable with databases and MS
      Excel

      Compensation:

      Salary: $50K base + $0-$5K bonus potential. $55K total potential
      compensation.

      Galileo provides medical and dental benefits, vacation and holiday pay,
      and provides 401(k)after one year of employment

      Work Location:

      Galileo Learning,3270 Lakeshore Avenue, Oakland, CA 94610
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