Customer Service Coordinator I

Posting Details



Job # 037785 Department Code 36303-3600 Department Bookstore-Main Job Title Customer Service Coordinator I Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S3 FLSA Status Non-exempt Hours
Standard University business hours

8:30am – 5:00pm (academic year)

8:00am – 4:30pm (summer)

Hours may vary based on operational needs. Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description
Reporting to the Branch/Department Manager the Customer Service Coordinator will hire, train, schedule, mentor and provide leadership to at least one full time employee and up to 80 student and temporary staff to ensure uniform operations, high levels of customer service, and adherence to Store and University policies and procedures. The incumbent manages scheduling, register training, cash handling and complaint remediation. Responsible for analyzing, and overseeing all daily operations related to customer service and customer relations. The Customer Service Coordinator must be technology astute and able to troubleshoot problems as they develop with the POS system. Develop procedures to centralize student and temporary staff training to enhance customer service across the departments of a large complex retail organization. Qualifications
Minimum five (5) years retail experience, preferably in a large complex retail environment. Two (2) years directly in Customer Service, supervising workers and cashiers. Ability to work with multifaceted point of sale system. Advanced experience with cash handling and daily register reconciliation. Possess the capacities to coach, motivate, and train a store team. Highly organized and able to adapt quickly to changing priorities. High School diploma required. College degree preferred. Job Specific Qualifications
Skill to interact and communicate positively with other staff and customers. Ability to create clear and effective policy and disseminate the information. Skill and ability to handle stressful situations, multiple deadlines, and difficult people in a calm professional manner. Knowledge and ability to effectively utilize employees and equipment in daily routines as well as unforeseen emergencies. Knowledge and ability to effectively utilize point of sale system. Expert knowledge of Excel and Microsoft Teams and other relevant Microsoft Office applications. Responsibilities
Daily, direct customer facing work for at least one fulltime employee ( PIN 11998) and all student and temporary employees. Train and schedule employees on register etiquette and cash handling. Develop training program for cashiers to use the point of sale ( POS ) correctly. Plan training events to ensure all staff are trained in effective customer service. Responsible for analyzing and overseeing all the daily operations related to customer relations, service, and satisfaction. Supervises, schedules, and instructs cashiering staff. Resolves problems for cashiers and temporary employees as they arise.

Develop student and temporary employee training consistent with store and university policy. With the Assistant Manager, create and develop consistent standards and policies for cashiers and all employees with the goal of customer satisfaction. Develop and revise standard operating procedures to facilitate positive customer interaction. Continually evaluates effectiveness of the policies and ensures policy is followed. Create large scale and individual training sessions to acclimate new and returning hires on register procedures. Recommend disciplinary action if policies are disregarded.

Hire student and temporary employees to enhance customer service. Create hiring events to bring in more employees during peak periods such as opening week rush. Interview and select students for employment. Communicate with university hiring office to ensure proper hiring procedures are followed. Meet with Divisional Managers and Marketing Manager on a regular basis to determine upcoming promotions and events, (in store and out) to ensure proper staffing and coverage. Develop weekly employee schedules to cover all departments in the store. Use Microsoft Teams or other effective tools to communicate staff schedules and adjustments. Quickly adjust/alter employee scheduling as needed to provide superior customer service

Provides administrative assistance and technical support pertaining to bookstore point of sale system ( NSPOS ). Ensure registers are running during store hours and functioning properly. Place help tickets and or alert store Application Specialist or Data Services if system is not running correctly. Assist employees in resolving register issues. Resolve customer service issues such as refunds, returns, voids, discounts, etc. when employee needs additional assistance

Serves in a supportive role to the Business Office. Distributes and collects cashier tills verifying starting and ending cash funds as needed, safe audits and change orders for store and cashiers. Serves as back up when needed on weekends and late night to close store or assist register collection. Assist monthly with billing questions, payment inquires and collections Physical Requirements Tools/Equipment Application Instructions
In addition to completing an online application, please attach a resume and cover letter. About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit www.syracuse.edu. About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal. EEOC
Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Commitment to a Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity. Quick Link https://www.sujobopps.com/postings/90059 Job Posting Date 11/22/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants