Customer Service Specialist - Center for Industrial Services - 22000000C4 **Description**

**Customer Service Specialist, Center for Industrial Services (CIS)**

**Regular, Full-time, Market Range 08**

**Location: Nashville, TN**

This position provides customer service and logistical support for CIS training and logistics. This is a hands-on position that serves on a highly engaged, customer focused team. The position coordinates and delivers a range of services, including scheduling, technical support, logistics, contract administration, training evaluation, and other activities to ensure successful training events.

**Duties and Responsibilities:**

Coordinates and delivers customer service and logistical support for CIS training and events. This includes:

* Developing and implementing process improvements for CIS logistical operations to enhance the overall customer service experience.

* Maintaining the scheduling, logistics, contracts, records and technical assistance for trainings and events.

* Collecting and maintaining training surveys, other evaluation tools, and reports.

* Supporting catering services, snack services and registration.

* Reviewing university, local, state, and federal policies to ensure compliance for training courses.

Participates in team and agency activities to improve customer service, processes, and overall performance. This includes coordinating the collection, compilation, and reporting of data to assist in customer service and overall agency performance improvement.

Participates in customer and process improvement activities.

Oversees the collection, storage, and reporting of training survey data in accordance with applicable local, state, and/or federal program requirements including - but not limited to - the Department of Defense and Occupational Safety and Health Administration.

Compiles and analyzes course evaluations and provides recommendations to improve CIS trainings. Conducts regular needs assessments to ensure customer service needs are met.

Provides support and addresses administrative requirements as needed to ensure successful CIS and team operations. This includes:

* Maintaining the agency's LMS applications.

* Providing technical support and instruction for customers enrolled in CIS online course offerings and trainings.

* Assisting with general office support for CIS and IPS as needed.

* Participating on university, IPS, and CIS committees.

* Participating in university, IPS, and CIS professional development activities and other meetings.

**Qualifications**

**Required Qualifications:**

**Education:**

Requires a High School diploma or GED; Bachelors degree preferred. Two years of relevant experience (customer service, event planning), or an equivalent combination of education, training and experience.

**Experience:**

Requires 2-3 years of experience in a customer service and event planning capacity; 2-3 years of experience with logistical and/or LMS software; requires excellent oral, written and other communications skills; computer literacy; ability to multi-task and the ability to have occasional flexible hours and to travel as needed.

**Skills:**

Members of the Logistics team will have significant knowledge and understanding of customer service. Specific skills include:

* Strong customer service and event management skills.

* Ability to establish and maintain effective working relationships with co-workers, customers, and other stakeholders.

* Ability to manage multiple tasks, deadlines, and locations.

* Excellent verbal and written communication skills.

* Ability to learn and use new training technologies, registration and customer management systems, and

* other software.

* Knowledge of Microsoft Office products (Excel, PowerPoint, Word).

Prior event management knowledge and experience, flexibility to deal with a constantly changing office environment, and the ability to collaborate with others to solve problems and effectively serve customers.

**Behaviors:**

Members of this team will exhibit qualities of emotional maturity, genuineness, self-confidence, common sense, judgment, fairness, creativity, discretion, decisiveness, political savvy, diplomacy, tact, resiliency, adaptability, courage of convictions and tolerance for ambiguity. Demonstrated behavioral expectations include:

* unquestioned integrity and trustworthiness.

* commitment to the CIS mission and strategic plan, as well as missions and strategic plans for each campus/institute.

* ability to make good, consistent, and fair decisions (based on fact and data).

* ability to work with cross-functional teams and to foster teamwork.

**Location:**

**Nashville, TN**

Applicants are encouraged to review all position requirements prior to applying. Salary is based on a combination of professional experience and qualifications.

Interested candidates should submit their application online and attach a resume along with contact information for a minimum of three professional references. Position is open until filled.

**Primary Location**

US-Tennessee-Nashville **EEO/AA Statement /Non-Discrimination Statement**

The University of Tennessee is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution in the provision of its education and employment programs and services. All qualified applicants will receive equal consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.

Inquiries and charges of violation of Title VI (race, color, national origin), Title IX (sex), Section 504 (disability), ADA (disability), ADEA (age), sexual orientation, or veteran status should be directed to the Office of Equity and Diversity (OED), 1840 Melrose Avenue, Knoxville, TN 37996-3560, telephone (865) 974-2498 (V/TTY available) or 974-2440. Requests for accommodation of a disability should be directed to the ADA Coordinator at the Office of Equity and Diversity.