Customer Service Trainer/Scheduler - Part Time

CLASSIFICATION: Staff 
JOB FAMILY: Campus Operations
JOB CODE: 8390-0000
FLSA STATUS: Non-Exempt

JOB TITLE DEFINITION: 

Customer Service Trainer/Schedulers impact the work experience for hundreds of part-time employees across the organization by providing effective onboarding, training, and scheduling. 

SAMPLE WORK ACTIVITIES: 

• Onboard, train, and coach customer service representatives and other operational support personnel 
• Communicate dress code, appearance standards, and organizational practices to newly hired employees
• Identify, evaluate, and address training and coaching needs; customize training plan for individual participants, as needed 
• Generate weekly employee schedules in consideration of unit operational needs and employee preferences
• Ensure proper staffing following standard procedures and service level requirements; monitor weekly hour limitations for part-time employees
• Work with management to forecast seasonal staffing needs 
• Monitor and track part-time employee attendance; administer proper call-off procedure
• Maintain staffing reports and track attrition/turnover 
• Maintain knowledge of University customer service policies, procedures, and practices 
• Maintain departmental/unit manuals, documentation, and records
• Consider process improvements and share recommendations with management 
• May perform the duties of Customer Service Representative 

REQUIREMENTS: N/A