Manager, Customer Service - Chapter Support

Description

The following statements are meant to describe the general nature and level of work being performed by individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

Position Purpose and Summary

The Manager serves as a staff liaison to the national Protocol & Traditions Committee and the national Ritual & Ceremonies Commission. As liaison, she is responsible for managing the ceremonial processes and properties and work in support of the Sorority’s protocol and traditions. She also ensures prompt and accurate responses to inquiries regarding the protocol, traditions, Ritual and ceremonies. The Manager assists chapters and members with sensitive and important inquiries related, but not limited, to membership intake and chapter compliance. She supports the identification and development of all process and performance improvements and efficiencies for national, regional and chapter ceremonies.

Duties and Responsibilities

• Provides leadership and technical assistance maintaining the Sorority’s ritual, ceremonies, protocol and traditions.

• Ensures that ceremonial protocol and traditions are observed on the national, regional and local levels.

• Provides leadership and technical assistance in support of the processionals and dais seating during national, regional and local events.

• Supports and leads the management of systems that efficiently respond to chapter requests and high importance inquiries (e.g., membership verification for Omega Omega ceremonies, membership intake, chapter compliance, etc.) for all levels of membership.

• Oversees systems that efficiently respond to requests for ceremonial regalia at the national, regional and local levels.

• Develops a system for national, regional and local requests for regalia during the Sorority’s Founders Day ceremonial period (i.e., January through March).

• Ensures ceremonial regalia (i.e., robes and stoles) is maintained in proper condition by inspection and replacement, as necessary.

• Works with the national Protocol & Traditions Committee to maintain and update the Protocol & Traditions manual, as necessary, and as approved by Grand Chapter.

• Works with the national Ritual & Ceremonies Commission to maintain and update the ritual, as necessary, and as approved by Grand Chapter.

• Identifies new tools and techniques to assist chapters with respect to, and in recognition of, Delta Sigma Theta dignitaries.

• Informs Delta Sigma Theta’s leadership of any misuse and/or abuse of the Sorority’s ritual, ceremonies, protocol and traditions.

• Serves as a staff liaison to the national Protocol & Traditions Committee and national Ritual & Ceremonies Commission.

• Serves as onsite staff liaison for the management of ceremonial regalia, properties and setup during national conventions and regional conferences.

• Serves as onsite staff liaison for the proper placement of the Sorority’s officials in processionals and dais seating during national conventions, regional conferences and other national and regional events, as necessary.

• Assumes other duties at national conventions and regional conferences, as assigned.

Minimum Qualifications (Knowledge, Abilities and Skills)

• Membership in Delta Sigma Theta Sorority, Incorporated with knowledge of the Sorority’s ritual, ceremonies, protocol and traditions.

• Bachelor’s degree in business administration, liberal arts or related field.

• Five (5) years of experience in a customer service environment.

• Two (2) years of supervisory/management experience with evidence of well-developed management skills.

• Demonstrated ability to effectively communicate with the Sorority’s dignitaries, chapters and members.

• Excellent verbal and written communication skills.

• Strong research skills, to include, gathering and evaluating information.

• Strong analytical, planning, organizational and time management skills.

• Demonstrated initiative and ability to work under time-sensitive deadlines.

• Ability to multitask, meet aggressive deadlines and execute tasks in a fast-paced environment.

• Ability to work independently and as a team player.

• Must be able to travel for major events where staff participation is required.

• Must reside within a 50-mile radius of National Headquarters within six (6) months of start date.

• Proof of comprehensive COVID-19 vaccination is required.

American Disabilities Act (ADA) Compliance

The Americans with Disabilities Act (ADA) prohibits discrimination against people with disabilities in employment, transportation, public accommodati