Customer Service Supervisor

Requisition Number: S_240525

Department: UO Parking & Transit Services-1018

Description of Work:

Ranked as one of the Best Employers in Nebraska, the University of Nebraska – Lincoln is committed to providing a work environment and culture that fosters personal and professional success and satisfaction. We invest in our staff by offering fantastic benefits like vacation, sick, and holiday pay, a variety of insurance options, retirement plans, and numerous others.

As the Customer Service Supervisor, you will:

• Supervise, mentor, train, and coach the customer service staff and students to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Completes performance assessments of office staff and students.
• Contributes to the development, revisions, and maintenance of policies and procedures.
• Answer customers' questions and resolve customer complaints regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
• Review, process, and reconcile permits on payroll deduction.
• Oversee and manage reserved parking space requests.
• Administer the process, including customer correspondence, for parking violation appeals.
• Manage customer-related surveys, analyze findings, and report on insights to improve service delivery.
• Collaborate with relevant stakeholders to determine educational needs for customers and develop appropriate communication strategies.
• Train employees on tools and resources used by the department, including software applications, and coordinate training sessions.

The University of Nebraska-Lincoln seeks to attract and retain a high performing and diverse workforce in which employees' differences are respected and valued to better meet the varying needs of the diverse populations we serve. The university fosters a diverse and inclusive work environment that promotes collaboration so that all individuals are able to participate and contribute to their full potential. As an EO/AA employer, qualified applicants are considered for employment without regard to race, color, ethnicity, national origin, sex, pregnancy, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, marital status, and/or political affiliation. See:

Minimum Required Qualifications:

• Associate's or equivalent education in business, psychology, communications, human resources, accounting, finance, or other related fields of study or equivalent work experience.
• 3+ years experience in customer service.
• 2+ years experience training staff.
• 2+ years in a supervisory or leadership position.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong time management skills, with a proven ability to meet deadlines.
• Strong supervisory and leadership skills.
• Strong problem-solving and resolution skills.
• Strong understanding of customer service principles.
• Ability to remain calm in stressful interactions
• Ability to prioritize tasks and delegate when appropriate.
• Ability to work independently and collaboratively in a fast-paced environment.
• Basic understanding of how to operate standard business equipment.
• Proficient with Microsoft Office Suite or related software.

Preferred Qualifications:

• Bachelor's degree in business, psychology, communications, human resources, accounting, finance, or other related fields of study or equivalent work experience.
• Experience in a higher education institution working with students, faculty, staff, and other stakeholders.
• Parking industry experience.
• Familiarity with relevant software applications and tools used in parking and transit operations.

Posted Salary: $55,000/yr. minimum

Job Type: Full-Time

About University of Nebraska Lincoln

With over 25,000 students, the University of Nebraska-Lincoln is a diverse educational insitution with international stature. The intellectual center for the state of Nebraska and beyond, we are a land-grant, top tier national research-extensive insitution. Part of the Big Ten conference, Big Ten Academic Alliance, our mission includes growing relationships and resources that enable the University of Nebraska to change lives.