Customer Service Manager, Campus Operations

Position Summary

This position is being created to provide management coordination of a multi-faceted Facilities Operations Support team. This person will oversee and coordinate the activities of the Customer Services team and enhance customer interactions at all levels of Facilities Operations. The main objectives of the position are to:

• Develop and utilize business and operational metrics to enhance departmental decision making and be responsible for supervising the daily activities of the Customer Service and scheduling staff.
• Coordinate internal departmental personnel issues and recordkeeping.
• Coordinate the services provided by Facilities Operations.
• Develop internal procedures which provide a positive customer experience.
• Manage Human Resource functions including hiring, discipline, staffing plans, resource tracking, scheduling, training, and other coordination initiatives as assigned.
• Act as department liaison, and provide internal HR support to Operations teams.
• This role is critical for developing modern business practices for Operations and maintaining effective communication between the Facilities Operations Support, Skilled Trades, Utility Operations, and Director of Facilities.
• Become proficient in act as the subject matter expert in the work order management system.
• Maintain operating budgets for Facilities Operations personnel, and division maintain, track and control Customer Service operating budget.
• Assist the Director and Assistant Directors of Facilities Operations to assign tasks to meet short and long-term goals of the department.
• Provide development opportunities, coaching and recognition to staff.
• Review or write performance appraisals; oversee monitoring of time and attendance.
• Manage projects and contribute to committees or team work.
• Participate in training opportunities, including helping to develop, train and share knowledge with others.
• Continuously review, implement and modify internal policies, procedures and processes to (a) improve efficiency, accuracy and standardization of internal operations, analyses and reports; (b) align and integrate budgeting, accounting and procurement functions and records; (d) ensure compliance with State and campus directives and (e) reduce financial loss and risk.
• Review and process campus-wide notifications to ensure clarity and accuracy for the campus community. Responsibility to be available and coordinate after-hours communications, and social media relations.
• Generate necessary reports for Fleet Maintenance including vehicle registrations, vehicle insurance, and accident reporting, and coordinate with NYS GSA office.

Outstanding Benefits Package
Working at UB comes with benefits that exceed salary alone. There are personal rewards including comprehensive health and retirement plan options. We also focus on creating and sustaining a healthy mix of work, personal and academic pursuit – all in an effort to support your work-life effectiveness. Visit our benefits website to learn about our benefit packages .

About UB
The University at Buffalo is SUNY’s most comprehensive public research university, and an outstanding place to work. UB amplifies ambition for faculty and staff by offering endless possibilities to achieve more. Here, people from all backgrounds and cultures challenge and inspire each other to discover, learn and succeed. Dedicated staff and engaged faculty collaborate to further knowledge and understanding, and develop tenacious graduates who are valued for their talents and their impact on global society. Visit our website to learn more about the University at Buffalo .

University at Buffalo is an affirmative action/equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.
Minimum Qualifications

• A Bachelor’s Degree in a related field and two (2) years of directly relatable experience, or Master’s Degree or professional certification with no experience.
• One (1) year of experience in a managerial or supervisory role.
• Must posses and demonstrate advanced written and oral communication skills, and the ability to establish and manage complex work schedules for employees.
• The candidate must possess and have proven positive customer service skills, and be able to interact in a professional manner with various groups on campus.

Preferred Qualifications

• Two (2) or more years of management in a customer service or office administration capacity.
• Experience working in a college or university setting.
• The ideal candidate will be someone that is dependable, organized, strategic, flexible with work tasks, detail-oriented, and is an effective leader.

For more information, click the "How to Apply" button.