Customer Service Supervisor

Brief Description

Job title

Customer Service Supervisor

Reports to

UB Card Office Manager

Department

UB Card Office

FLSA Status

Full-Time, Non-Exempt

Position Summary

Responsible for day-to-day UB card front counter operations

Expected Hours of Work

Monday – Friday, day shifts, overtime as needed

Essential Functions

Front Counter Operations

• Processes online account requests, and balances daily
• Sells all plans and accounts associated with the UB Card
• Always provides superior customer service
• Assists with marketing efforts to develop and sell new and established products
• Monitors telephone communication with customers
• Monitors meal plan changes to ensure proper recording and billing
• Oversee the scanning of all paperwork
• Manages the mailing of UB Cards
• Processes photo submissions
• Any other duties as requested by Management
  
  
  

Supervision Responsibilities

• Ensures UB Card Office employees follow proper procedures
• Enforces UB Card, Dining Services, and University rules and regulations
• Manages the issuance of Vendor and Tenant Door Access Cards
• Monthly Inventory or Supplies and Card stock
• Alerts the UB Card Manager to any workload issues and problems
• Responsible for the operation of the UB Card Office in the absence of the Manager including evening and weekend hours
• Assists the Manager in answering email inquiries from students, faculty/staff, and other University Departments
• Processes daily balancing in the absence of the manager
• Processes door access requests from CDS Units.
• Issues UB Cards for new CDS employees in coordination with CDS HR staff and adds appropriate meal plans and Unit information in CS Gold
  
  
  

Coordinator With Other Departments

• Coordinates UB Card production for Graduate departments and Orientation Sessions
• Maintains billing records for Faculty Chip Cards.
• Assists Faculty and Staff members when issues arise, primarily in reference to obtaining their initial UB Card and being the primary liaison for the UB Card Office and University Human Resources.
• Serves as a liaison with the Students Accounts office for purposes of insuring correct billing of student account charges.
  
  
  

Education and Training

Associate’s degree preferred or 3 years work experience preferably in office environment.

Desired Qualifications

• Working knowledge of corporate email system, MS Office, Internet Applications and browsers required
• Knowledgeable in cash handling procedures including setting up banks for cashiers
• Exceptional organizational, interpersonal and communication skills required
• Ability to work quickly and efficiently in a high-volume, fast-paced environment
• Knowledge of University HUB system for billing and inquiry is preferred.
• Knowledge of ID card systems preferred
• Supervisory experience preferred
  
  
  

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, photocopies, phones, filing cabinets, fax machines etc.

Physical and Mental Demands

• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl
• The employee must frequently lift and or move up to 10 lbs. and occasionally lift and or move up to 25 lbs
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral
• vision, depth perception and ability to adjust focus
• While performing the duties of the job, the employee is regularly required to talk and hear
• The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral
• instructions and procedures
  
  
  

Licensure/Certification

None Required

Travel

Will require traveling across UB Campuses

Employee Name:

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Campus Dining and Shops is committed to ensuring equal employment opportunities without regard to an individual's race, color, national origin, sex, religion, age, disability, gender, pregnancy, gender identity, gender expression, sexual orientation, predisposing genetic characteristics, marital status, familial status, veteran status, military status, domestic violence victim status, or criminal conviction status. Employees, students, applicants or other members of the University community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely based upon a protected characteristic. Campus Dining and Shops policy is in accordance with federal and state laws and regulations prohibiting discrimination and harassment. These laws include the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, Title VII of the Civil Rights Act of 1964 as Amended by the Equal Employment Opportunity Act of 1972, and the New York State Human Rights Law. These laws prohibit discrimination and harassment, including sexual harassment and sexual violence.