Department: Facilities Management - Business Services
Associates Degree in related field. Three years of experience in a customer service position or clerical work in a college or university and one year of supervisory experience or experience in related field. Preferred: Five years of experience in a customer service position or clerical work in a college or university and one year of supervisory experience or experience in related field. Additional experience may be considered in lieu of education.
Nature & Purpose of Position/Usual Duties:
To direct, plan and coordinate all customer service work control operations activities and fleet rental program. Responsible for development and communication of procedures designed to optimize service to the SHSU community.
Primary Responsibilities (Staff Positions Only):
Directs, plans and coordinates Customer Service operations and is engaged in the performance and production of administrative duties involving the application of complex work methods and procedures, practices and policies of the organizational unit, determines work priorities and schedules specific duties when required by the work load. Compiles data and prepares various monthly reports. Keeps records of customer interactions, transactions, comments and complaints. Assists with identifying and implementing customer service standards and procedures to ensure quality service. Researches and assists customers with inquiries, problems, and directions. Resolves customer concerns, complaints, and suggestions for improvement. Uses independent judgment, in conjunction with knowledge of university rules and regulations, to render fair decisions on first level appeals. Serves as a departmental customer relations and communication liaison to the University Community. Monitors and evaluates quality of service provided to customers; identifies and addresses areas for improvement through coaching and mentoring. Provides oversight of standing work orders, FAMIS (Financial Accounting Management Information System) and FAMIS duties in Customer Service and key distribution for Sam Houston State University. Oversees equipment and facility FAMIS PM, access schedules in CCURE (access control software), and special event schedules. Conducts lockbox and toolbox audits. Supervises Customer Services activities. Performs other related duties as assigned.
Internal Number: 22480
About Sam Houston State University
For more than 130 years, Sam Houston State University has been preparing students for meaningful lives of achievement. Its motto, "The Measure of a Life is its Service", echoes across SHSU's six colleges and beyond its Texas campus through student research, creative endeavors, service learning, volunteering and more. Named for Sam Houston, Texas' greatest hero, SHSU continually strives to honor its historical roots through academic excellence that includes exceptional teaching from faculty members who care as much about their students' success as they do about furthering the knowledge of their fields. While embracing its legacy, SHSU also strives to meet the needs of contemporary students, both traditional and online. With over 20 bachelor's and graduate degrees available entirely online, and more in development each semester, SHSU Online is quickly becoming one of the best online universities in Texas.