Supervisor, Customer Service
University of Utah
Salt Lake City, UT
Full-time
Call Center / Customer Service
Posted on April 3, 2024
Announcement
Details
Open Date
04/02/2024
Requisition Number
PRN38119B
Job Title
Supervisor, Customer Service
Working Title
Housing Outreach Coordinator
Job Grade
C
FLSA Code
Nonexempt
Patient Sensitive Job Code?
No
Standard Hours per Week
40
Full Time or Part Time?
Full Time
Shift
Day
Work Schedule Summary
VP Area
President
Department
00307 - Housing & Residential Educ
Location
Campus
City
Salt Lake City, UT
Type of Recruitment
External Posting
Pay Rate Range
$18.00 - $22.05 per hour
Close Date
Open Until Filled
Yes
Job Summary
Supervises customer service oriented staff. Ensures customers are processed and situations are resolved in a professional manner. Coordinates operations with other departments and organizations.
Responsibilities
1. Oversees all day-to-day operations in a customer service environment.
2. Hires, trains, evaluates performance, recommends pay adjustments, and disciplines staff.
3. Resolves customer complaints, solves problems and deals with policy issues.
4. Determines staffing needs and address staffing issues.
5. Monitors expenditures and makes budget recommendations.
6. Purchases supplies and recommends equipment purchases.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Minimum Qualifications
Associate degree in a business-related field or equivalency (one year of education can be substituted for two years of related work experience); two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communication skills required.
Bachelor's degree in a business related field and cash handling experience preferred.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO/AA). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
Posting Specific Questions
Required fields are indicated with an asterisk (*).
Required Documents
Details
Open Date
04/02/2024
Requisition Number
PRN38119B
Job Title
Supervisor, Customer Service
Working Title
Housing Outreach Coordinator
Job Grade
C
FLSA Code
Nonexempt
Patient Sensitive Job Code?
No
Standard Hours per Week
40
Full Time or Part Time?
Full Time
Shift
Day
Work Schedule Summary
VP Area
President
Department
00307 - Housing & Residential Educ
Location
Campus
City
Salt Lake City, UT
Type of Recruitment
External Posting
Pay Rate Range
$18.00 - $22.05 per hour
Close Date
Open Until Filled
Yes
Job Summary
Supervises customer service oriented staff. Ensures customers are processed and situations are resolved in a professional manner. Coordinates operations with other departments and organizations.
Responsibilities
1. Oversees all day-to-day operations in a customer service environment.
2. Hires, trains, evaluates performance, recommends pay adjustments, and disciplines staff.
3. Resolves customer complaints, solves problems and deals with policy issues.
4. Determines staffing needs and address staffing issues.
5. Monitors expenditures and makes budget recommendations.
6. Purchases supplies and recommends equipment purchases.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Minimum Qualifications
Associate degree in a business-related field or equivalency (one year of education can be substituted for two years of related work experience); two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communication skills required.
Bachelor's degree in a business related field and cash handling experience preferred.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
- Bachelor's degree in related field
- Previous supervision experience.
- Demonstrated skill to work effectively with students, families, and campus partners.
- Experience working in a university housing system and/or a strong background in customer service relations
- Experience working on multiple projects with competing or several deadlines with a team or group
- Demonstrated experience working in customer service setting for at least four years, including progressive experience in resolving escalated customer situations or problems.
- Demonstrated ability to work effectively in a diverse environment.
- Demonstrated organizational skills to manage workflow and establish a harmonious and productive environment.
- Demonstrated skills in documentation and recordkeeping to establish correspondence, staff resources and employee expectations.
- Demonstrated skills in accurately analyzing information, situations, and procedures to define problems and formulate conclusions.
- Demonstrated competencies in supporting customer service initiatives, including: creating a welcoming environment in a multicultural setting, professional electronic communication, and phone etiquette.
- Previous experience working with Microsoft Office, including Outlook, Excel, and Word.
- Demonstrated skills in communication and working with various teams on projects to meet common goals.
Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO/AA). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- * Do you have a related Associate's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)
- Yes
- No
- * How many years of full-time customer service experience do you have?
- Less than 1 year
- 1 year or more, but less than 2 years
- 2 years or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more
- * How many years of supervisory experience do you have?
- Less than 1 year
- 1 year or more, but less than 2 years
- 2 year or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more
Required Documents
- Resume
- Cover Letter
- Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission
- Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169
