5582 Customer Service Manager

POSITION IDENTIFICATION

TITLE Customer Service Manager

CLASSIFICATION NUMBER 5582

GRADE 43

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR Director of the Bookstore

MAJOR ADMINISTRATOR Vice President for Student Affairs

GENERAL FUNCTION

The Customer Service Manager manages and supervises all aspects of the customer service and cashier areas of the University Bookstore, including point-of-purchase, customer relations, and buyback operations.  The Customer Service Manager responds to and resolves customer complaints and ensures quality service is given to each customer.  The Customer Service Manager assures the smooth operation of the physical facilities of the University Bookstore, provides for necessary maintenance as needed and ensures that the facilities are well presented and maintained at all times.  The Customer Service Manager assumes the responsibilities of manager of store operations for opening and closing.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A Bachelor’s degree is required.

Experience: At least two years of experience in a responsible retail position is required.

Skills: Demonstrated supervisory and administrative ability is required.  Strong interpersonal, oral, and written communication skills are required.  Above average proficiency in computer information systems and a basic understanding of hardware maintenance is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: Requires standing and/or walking for extended periods of time.  Occasionally requires the ability to lift and carry materials and equipment weighing up to 50 pounds, to climb ladders up to eight feet, and to bend or crouch to reach materials or equipment store on lower shelves or in lower cabinets/drawers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manages and supervises the customer service and cashier areas of the University Bookstore by overseeing point-of-purchase, returns/exchanges, customer relations, telephone answering, telecourse rentals, assistance and operation of cash registers, and buyback operations.   

2. Ensures the efficient and effective operation of the University Bookstore by understanding all facets of bookstore operations, assigning staff to meet the needs of customers or business operations, supervising the staff, responding to and resolving customer complaints, responding to store emergencies, and resolving disruption of services.

3. Improves service, increases profitability, and meets University needs by developing or revising customer service-related policies and procedures as necessary.

4. Serves as the point of contact for Textbook Reservation Program and the Textbook Buyback Program by answering questions and providing information on these processes.

5. Ensures University Bookstore policies regarding refunds, buybacks, gift cards, cash management, and student and temporary cashiers are enforced.

6. Schedules student/part-time cashiers and customer service representatives.

7. Promotes a positive image of the University Bookstore by maintaining continuously attractive and convenient facilities, including general cleanliness of all areas, an aesthetic exterior, an orderly conference room, and helpful and efficient customer service areas.

8. Coordinates the proper resources to handle any necessary repairs or maintenance to the University Bookstore and its satellite operations.

9. Promotes a positive and productive faculty/staff/student relationship through effective communication and management.

10. Serves as store manager by performing nightly closing duties, some opening duties, and occasional Saturdays and assumes other management team duties by providing guidance to staff regarding textbooks, returns, etc., assuming responsibility for the money drawer, and tabulating daily receipts.

11. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

12. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Director of the Bookstore.

13. Supports the continued success of the University Bookstore by performing all other duties assigned.

SUPERVISION

The Customer Service Manager is supervised by the Director of the Bookstore and supervises the Senior Cashier, temporary, and student employees.

OFFICE OF HUMAN RESOURCES

REVISED MARCH 2013

JOB FAMILY 4

Factor 1: Professional Knowledge, Skill, and Technical Mastery

Level 3 - 1500 Points: Entry-level knowledge of the principles, concepts, practices, and methods of an administrative, managerial, technical, or professional specialty. Knowledge permits employee to carry out basic recurring tasks and routine portions of assignments or to carry out less demanding professional elements of assignments in professional or technical areas including accounting or auditing, financial management, business administration, human resources, law, engineering, science, or medicine, while gaining familiarity with the University's policies and goals, business practices, and/or accounting systems. This level of knowledge permits the employee to schedule and carry out the steps of a limited operation or project, or to complete stages of a multi-phase project. Alternatively, knowledge at this level might also permit the employee to carry out recurring tasks and routine assignments requiring moderate experience in specific areas within higher education. Knowledge at this level is typically acquired through a combination of formal education and/or training and experience that includes a requirement for a college degree in a specific technical or professional specialty. Knowledge requirements may also include a limited amount of related work experience. Alternatively, equivalent knowledge requirements at this level include a non-technical or general Bachelor's degree requirement with a moderate level of additional related work experience or a non-specific Master's degree requirement with some related work experience.

Factor 2: Supervisory Responsibility

Level 3 - 270 Points: Supervision of a limited number of (a) operative, administrative support, or paraprofessional employees who do not exercise a full range of supervisory responsibilities over other full-time employees, (b) a very small number of professional employees, or an equivalent combination of (a) and (b). The incumbent performs a full range of supervisory responsibilities including performance reviews of subordinates. The incumbent is generally responsible for training, planning, and directing the work of permanent employees, and provides major input into hiring decisions. Supervisory responsibilities consume moderate amounts of work time and may include general work planning tasks.

Factor 3: Interactions with Others

Level 4 - 500 Points: Interactions with others are somewhat unstructured. The purpose may be to influence or motivate others, to obtain information, or to control situations and resolve problems. Interactions may be with individuals or groups of co-workers, students, or the general public, may be moderately unstructured, and may involve persons who hold differing goals and objectives. Individuals at this level often act as a liaison between groups with a focus on solving particular unstructured problems. Interactions at this level require considerable interpersonal skill and the ability to resolve conflict.

Factor 4: Job Controls and Guidelines

Level 2 - 250 Points: The employee carries out a group of procedures using the general methods and desired results indicated by the supervisor. Typically, standard operating procedures, handbooks, and/or reference manuals exist for most procedures, but the employee must select from the most appropriate of several guidelines and make minor adjustments to methods. Unforeseen situations are normally referred to others for resolution. Assignments are related in function and objective, but processes, procedures, or software varies from one assignment to another. Based on the assignment, the employee uses diverse, but conventional, methods, techniques, or approaches. Employees in jobs at this level may perform work that is moderately complex, but normally performed within a fairly narrow and specific functional area.

Factor 5: Managerial Responsibility

Level 3 - 850 Points: Work involves providing significant support services to others both within and outside of the department that substantially influences decision-making processes. Work activities are complex and others rely on the accuracy and reliability of the information, analysis, or advice to make decisions. Work activities have a direct, but shared, impact on further processes or services, affect the overall efficiency and image of the department, and may have material impact on costs or service quality within the cost center. Incumbents may be responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.