Customer Service Team Lead - Part-Time

CLASSIFICATION: Staff 

JOB FAMILY: Campus Operations

JOB CODE: 8385-0000

FLSA STATUS: Non-Exempt

JOB TITLE DEFINITION: 

Customer Service Team Leads provide leadership and direction to operational support personnel such as customer service representatives, cashiers, ticket sales, parking attendants, guest relations, event ushers, front desk attendants, elevator attendants, and food service and production workers; oversees a broad range of customer service-related activities across the University.

SAMPLE WORK ACTIVITIES: 

• Maintain knowledge of University customer service policies, procedures, and practices 
• Orient, train, coach, lead, and direct customer service representatives and other operational support personnel 
• Open and close operation in accordance with established procedures; plan, prioritize, and delegate work tasks; address no-shows/call-offs 
• Ensure the necessary resources, tools, and equipment are available and operational for quality customer service delivery; resolve or report issues to management
• Investigate and handle complex and escalated customer service issues and complaints in a timely manner; review and track lower-level complaints and resolutions
• Communicate and enforce dress and appearance standards
• Identify, evaluate, and address training and coaching needs; resolve personnel problems, and administer disciplinary measures as required; request permission to relieve employees of duties
• Maintain departmental/unit manuals, documentation, and records
• Document any issues arising during shift to include customer complaints and resolutions, equipment malfunctions, employee call-offs/no-shows, and personnel who were terminated or quit
• Maintain security of personnel records; lock doors, desk drawers, etc.
• Promote products/services to internal and external customers; communicate with vendors
• May operate unit/department equipment and computer systems, including ticketing and point of sale (POS) systems

REQUIREMENTS: N/A