Customer Service SupervisorApply NowHow to ApplyA 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.SummaryLogistics, Transportation & Parking (LTP) is seeking a motivated, collaborative, customer-focused professional to lead multiple customer service representatives, and take the lead on working with challenging customer issues within Parking Customer Services. Successful candidates will be highly motivated, dependable, detail oriented, have excellent communication skills (both oral and written), and work well in a team setting. In addition, candidates must be able to work independently and prioritize tasks within a fast-paced, team-oriented environment. The candidate must adhere to a high standard of personal and professional conduct,and possess a dedication to excellent customer service, interpersonal skills, and an ability to interact with a diverse customer population. The position reports to the General Manager for Parking Services.ResponsibilitiesSupervise senior and intermediate level customer service representatives, including hiring, performance reviews, training, discipline, and coaching.Areas of responsibility include: customer service phone calls, managing special programs (House Officers, etc.), office supplies, debt collection, payroll deduction resets, locked/expired parking permits, event management, working with Human Resources, front counter expertise, alternative transportation knowledge and support, and other special projects.Provide guidance to team members to ensure customer service excellence.Identify and work towards resolution in parking misuse or abuse cases. Work with Human Resources on resolution of cases.Plan and lead parking arrangements for student move-in, athletic and other special events.Work with on campus partners (Athletics, Housing, Department of Public Safety & Security, etc.) and external vendors.Develop agendas and lead staff meetings.Take the lead on answering emails that come into the general office email account.Make certain the office has phone call coverage from 6a-5p daily. Fill in if there are gaps in coverage.Conduct periodic reviews of staff activities to ensure compliance with University of Michigan and LTP policies and procedures.Ensure the office is staffed and has phone coverage from 6:00am-5:00pm; this involves pro-actively managing the calendar so that team members have ample time to adjust their work schedule if needed for operations and toaccommodate anticipated workflow. Work with the other office supervisor if front counter coverage or phone coverage is needed.Occasionally fill in for front counter staff and/or direct team members to, as needed.Open and close the office in the event that the other office supervisor is out of the office.Manage high level customer service communications including emails, phone calls, orientation sessions, presentations, and meetings.Proactively addresses possible customer complaints.Works with the other office supervisor and manager on policy changes and new office procedures.Address emergent customer services issues as they arise during the business day (over the phone and at the front counter when the other office supervisor is unavailable).Assist General Manager for Parking Services with other duties as assigned.Required QualificationsBachelor's degree or equivalent education and work experience.Minimum of three years in a customer -service environment, with a demonstrated commitment to customer service excellence.Excellent oral and written communication skills (proficiency in spelling, grammar, punctuation and prooing) and the ability to work effectively across different organizations.Experience handling confidential, high level, and sensitive customer emails.Strong analytical, organizational, and decision-making skills.Demonstrated ability to build strong customer relationships, understand customer needs and deliver solutions aligned with customer missions and goals.Ability to handle multi-faceted tasks in a fast-paced work environment.High level competency with Microsoft Office programs (Word, Excel, PowerPoint) and Google suite (Drive, Docs, Sheets, Gmail).Ability to work collaboratively with others, set priorities and accomplish tasks within an allotted time frame.Excellent phone demeanor with the ability to speak in a clear, professional, and courteous manner, along with the ability to think on your feet.Attention to detail as well as sound judgment and the ability to problem-solve effectively within appropriate guidelines and parameters.Highly developed organizational skills, along with experience and competence in utilizing and leveraging technology.Be an active team player with the ability to work independently.Ability and willingness to learn quickly, adapt to changes, and troubleshoot/foresee potential problems.Desired QualificationsSupervisory experience or equivalent leadership trainingCollege degree in business, transportation or related field.Experience working in parking, transportation or a related field.Knowledge of University of Michigan and LTP services, such as fleet, bus routes, parking, etc.Experience with T2, Tiba, and iParc.Knowledge of University policies and procedures.Work ScheduleFull time 40 hours per week position with work hours Monday ? Friday. Typical shift is 7:15 a.m. - 4:15 p.m. with a one hour lunch break, although coverage may be required between 6:00 a.m. - 5:00 p.m.As an exempt employee and due to the nature of this position, working after hours might be needed as well as responding to emergent customer service issues during off-hours.Work Locations523 South Division Building, Ann Arbor, MI. May be asked to travel to and from the UH South Parking Customer Services office when needed for assistance.Additional InformationFacilities and Operations is a positive organization dedicated to the principles of being respectful, collaborative, solutions-based, and proactive.Facilities and Operations seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.Background ScreeningThe University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.Application DeadlineJob 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 StatementThe University of Michigan is an equal opportunity/affirmative action employer.Job DetailJob Opening ID251442Working TitleCustomer Service SupervisorJob TitleCustomer Service SupervisorWork LocationAnn Arbor CampusAnn Arbor, MIFull/Part TimeFull-TimeRegular/TemporaryRegularFLSA StatusExemptOrganizational GroupPrkg Transprt SrvsDepartmentUniv Parking Svcs-Central CampPosting Begin/End Date7/11/2024 - 7/18/2024Salary$57,910.00 - $60,000.00Career InterestAdministrationFacilities OperationsApply Now
