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Coordinator, Customer Services

Basic Position Information

Job Code: 5080

Title: Coordinator, Customer Services

Department: Various

Essential Personnel: N

Job Family: Administrative Support

Job Sub-Family: Customer Service

FLSA Classification: NE

Job Grade: 11

Grade Min: $39,923

Grade Mid: $46,910

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Coordinator, Customer Services oversees all departmental customer service processes and procedures to ensure that the correct information is conveyed to students, faculty, staff, and guests, and addresses all customer service issues.

Duties

  • Oversees services offered, providing information as necessary to students, staff, and faculty via email, telephone, and in-person, and addressing any issues that arise.
  • Assists with department-specific functions and services pertaining to customer service.
  • Develops and manages customer service processes and procedures.
  • Participates on behalf of the department at meetings, on information booths, and at other university initiatives, to promote the departmental services offered.
  • Coordinates, trains, and assigns work to the staff required to respond to departmental customer service queries.
  • Conducts tours of the university as required.
  • Provides support for planning and executing events as required.
  • Performs all necessary data entry and administrative tasks.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Supervises student workers

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Supervises the work of student employees.

Qualifications

Required Education:

  • Bachelor's degree

Required Experience:

  • Minimum of one (1) year of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of the principles of customer service, and the related trends, issues, and accepted practices.

Skills:

  • Good technical skills, including proficiency in MS Office;
  • Strong analytical and problem-solving skills;
  • Excellent customer service, interpersonal, and communication skills.

Abilities:

  • Ability to assign work and supervise others;
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment, lobby customer service island, or a reception area.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Computer/Automated System Proficiency

  • Proficient in the use of university applications or automated systems to perform job duties.
  • Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Work Leadership

  • Leads the work of assigned staff.
  • Assigns projects and tasks with clear instructions and understanding of work to be performed.
  • Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices.
  • Follows up to ensure tasks and projects are completed within reasonable timeframes.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:10 AM