Job Information
University of Utah Customer Service Supervisor in Salt Lake City, Utah
Details
Open Date 09/27/2024
Requisition Number PRN39925B
Job Title Supervisor, Customer Service
Working Title Customer Service Supervisor
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
- 8AM-5PM M-F
VP Area President
Department 01555 - UIT INFRASTRUCTURE & OPS
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $21.00
Close Date
Job Summary
University Information Technology ( UIT ) has an opening for a full-time, benefited Customer Service Supervisor for the Campus Operators team and Front Desk/Mailroom operations at 102 Tower (102 S. 200 East, Salt Lake City). Until further notice, this position is eligible for hybrid or on-site work within Utah. Please note that this position requires on-site training and, occasionally, on-site work. An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement.
The employee will also be responsible for transportation and related expenses for on-site work. The Customer Service Supervisor will provide guidance and leadership, and uphold efficient processes and performance related to customer satisfaction for the Campus Operators team and Front Desk/Mailroom operations at 102 Tower. Additionally, responsibilities will include staff recruitment, employee training and professional development, staff scheduling, management of collaborative efforts, and developing and maintaining building-specific internal and external partnerships. When not actively engaged in supervisory responsibilities, the incumbent will function as a Campus Telephone Operator, answering incoming calls, transferring calls to the appropriate lines, providing general information, and resolving password/two-factor authentication (2FA) issues.
This position will report directly to the UIT Help Desk and Campus Operators manager.
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.
Responsibilities
Answer incoming phone calls and help callers with information, complaints, transfers, and login issues
Work with university departments on understanding changes, events, and deadlines, including proactively reviewing university communications, then educating support staff and improving resources used to assist callers
Review workflows and policies with an eye toward continual service improvement
Assist with hiring, onboarding, and scheduling staff
Mentor team members, including professional development, engagement, recognition, and training
Evaluate and improve operations’ effectiveness through quality assurance and team and individual metrics
Ensure that the mailroom serves the needs of residents and patrons of 102 Tower and provides quality customer service
Sort and log mail and packages, email and communicate with recipients, and evaluate the environment to ensure it is safe and orderly
Work closely with mail carriers (e.g., USPS , FedEx, UPS ) to ensure that mail is delivered in a timely and accurate manner Front Desk (on hold)
Oversees Front Desk personnel training, policies, resources, and supplies
Manage in-person visitor experience and information, and ensure customer satisfaction by evaluating complaints, concerns, and suggestions
Maintain business relationships and collaboration with building tenants
Evaluate desk services to meet needs as a communication and resource hub, including parking services
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
Ability to work effectively in a diverse, fast-paced environment.
Ability to manage several projects at once, keep projects moving forward, and take the initiative to fulfill job duties beyond a basic understanding of individual tasks.
Ability to work independently and work well in a team.
Proficient in Microsoft 365, including Outlooks, Teams, and Word applications, as well as comfortable with learning new technology and complex processes.
Demonstrated ability to work collaboratively across functional and positional lines.
Demonstrated interpersonal, oral, and written communication skills.
Also preferred:
Previous supervisory experience.
Knowledge of and experience with the University of Utah campus structure and operations.
Type Benefited Staff
Special Instructions Summary
Additional Information
About UIT :University Information Technology ( UIT ), the central IT service provider for the University of Utah, reports to the U’sChief Information Officerand is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home toarts and museum venuesand a member of theBIG -12 Conference.Skiing and snowboarding opportunitiesare a short distance from campus, and opportunities to pursue activities frombiking to hiking to fishing abound. Salt Lake City is home to theUtah Symphony and Opera,Ballet West,professional sports teams, and a wide range of other cultural and recreational activities.
University of Utah Benefits
·Health, dental, and wellness coverage
Automatic and immediately vested14.2% employer contributionto personal retirement account (401a)
Freepublic transportation pass(Utah Transit Authority)
·Paid leave time
·Reduced tuition benefits for employee and family members
- More information:https://www.hr.utah.edu/benefits/
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.