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Operations and Customer Service Coordinator
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How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Summary
Department Summary
The Housing Information Office (HIO), within Michigan Housing, serves University community members interested in on-campus housing. HIO is responsible for guiding interested parties through the application, assignment, and contract process to secure on-campus housing. HIO also serves as a resource for on-campus housing information through Michigan Housing]s main phone line, email, and public web presence, fielding on-campus housing-related inquiries for incoming and current students, as well as the general public.
Core to our work is serving the diverse needs of our communities in areas such as gender identity and expression, racial and ethnic identities, chronic health concerns and disabilities, religious and faith backgrounds, and the intersection of identities present within each individual.
Job Summary
The Operations and Customer Service Coordinator manages the day-to-day operations of the HIO front desk, supervises staff assisting with front desk operations, and provides oversight of general office communications. As a member of the HIO professional staff, the Operations and Customer Service Coordinator participates in the planning and delivery of housing-related processes with a specialized focus on how information is communicated. The Operations and Customer Service Coordinator also collaborates with professional staff as needed to offer student staff assistance in supporting the work of the Assignments Team.
Responsibilities*
Front Desk Operations (50%)
Manage day-to-day front desk operations for Michigan Housing including supervision of student front desk staff, phone calls, and walk-in traffic. Ensures all emails through Zendesk (email ticketing system) are responded to and closed out in a timely manner.
Student Supervision:
Recruit, hire, train, develop and supervise 10-15 student staff members.
Coordinate the day-to-day work of the student staff to deliver high-level customer service.
Research, develop, and lead training sessions for front desk staff in the areas of customer service and communication skills.
Communicate information and expectations regarding policy, procedures and processes.
Zendesk management (electronic ticketing system):
Train student and professional staff on the operations and functionality of Zendesk.
Track all emails and requests that come through Zendesk.
Triage and assign all tickets that come in through Zendesk to the appropriate staff for response.
Regularly report Zendesk analytics to ensure efficient and quality customer service.
Support Assignments Team with data reporting and administrative follow-up regarding applications, contracts, and written requests for services provided by the office.
Open and close the office and front desk daily.
Communications and Customer Service (30%)
Assist in managing all electronic communications for the Housing Information Office.
Respond to housing-related inquiries via telephone, in-person, or through email to resolve customer service-related concerns.
Train student staff in customer support, service, and how to escalate issues when necessary.
Manage the resolution of escalated customer concerns; assess and triage crisis communications as needed.
Website Management:
Review and update Michigan Housing website content related to housing assignment-related processes.
Work with housing Communications staff member; propose changes to front page tile ads that pertain to assignments processes.
Provide regular reports on call volume, email volume, and chat volume, and reasons for the interaction.
Michigan Housing Infrastructure Support (20%)
Office supply ordering and tracking for HIO.
Primary contact for all maintenance requests for office equipment (printers, copiers, water cooler, etc.) and facility needs. Manage invoices with the Procurement Office.
Other duties as assigned.
Required Qualifications*
High school diploma or an equivalent combination of education and experience.
2-4 years of experience leading a public-facing, customer service environment including staff training, mentoring, and skill development.
2-4 years of supervisory experience.
4 years of administrative experience.
Proficiency with computer applications such as word processing, spreadsheet, and email technology.
Work Authorization: Must be legally authorized to work in the United States without company sponsorship.
Desired Qualifications*
Bachelor's degree in a related field (e.g., Student Affairs, Higher Education, English, Communications, Psychology, Social Work).
Positive, proactive, take-charge attitude.
Ability to take initiative and think creatively to find solutions to assist colleagues and patrons.
Critical incident response experience.
University of Michigan Student Life experience.
Specialized Knowledge: Experience with M-Pathways, Wolverine Access, StarRez.
Additional Information
Position Criteria:
Effective management of sensitive and/or confidential personal information
Demonstrated personal and professional commitment to diversity and a solid understanding of and appreciation for cultural, ethnic, and individual differences.
Demonstrated ability to work well and interact diplomatically with a diverse group of patrons.
Demonstrated ability to work with cross-functional departments.
Excellent communication, interpersonal and organizational skills.
Demonstrated ability to problem solve, make decisions and show flexibility and adaptability, particularly in a fast-paced environment.
Demonstrated ability to manage multiple priorities, navigate change effectively and lead a team.
Show competency in the areas of diversity, reliability, judgment, punctuality, and dependability.
Financial/Budgetary Responsibilities
Working conditions
Physical requirements
Direct reports
Selected candidates whose start date is 4/1/2024 or after, will not be eligible for the university FY24-25 salary/merit plan unless otherwise notified.
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
Relocation will not be offered for this position.
#studentlife
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
Job Detail
Job Opening ID
248293
Working Title
Operations and Customer Service Coordinator
Job Title
Administrative Assistant Sr
Work Location
Ann Arbor Campus
Ann Arbor, MI
Full/Part Time
Full-Time
Regular/Temporary
Regular
FLSA Status
Nonexempt
Organizational Group
Dsa Housing Services
Department
Housing-Information
Posting Begin/End Date
4/25/2024 - 5/09/2024
Salary
$42,750.00 - $51,300.00
Career Interest
Administration
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