Customer Experience Manager - Tenders Global
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Customer Experience Manager

Montana State University

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Position Details
Position Information

Announcement Number STAFF – VA – 24253
For questions regarding this position, please contact: Kristine Mashaw, [email protected], 406-994-5428
Classification Title Program Mgr
Working Title Customer Experience Manager
Brief Position Overview The MSU Police Department seeks a manager to enhance the on-campus customer parking experience. The person in this position will provide excellent customer service and clerical support through efficient work practices, and provide transparent community support and professionalism in a public-facing position.
Position Number 4M1602
Department Parking Facility
Division Administration
Appointment Type Classified
Contract Term Fiscal Year
Semester
If other, specify From date
If other, specify End date
FLSA Non-Exempt
Union Affiliation FOCUS-MFPE
FTE 1.0
Benefits Eligible Eligible
Salary Starting pay up to $30.485 per hour, commensurate with experience, education and qualifications
Contract Type Classified Salary
If other, please specify
Recruitment Type Open

Position Details

General Statement This position acts as the manager of the Customer Service Unit within the Montana State University Police Department. Performs all customer service duties; guides, trains, and mentors customer service staff through policies, procedures, and practices; participates in hiring process and provides training to new employees, student assistants, and volunteers; establishes work schedules, coordinates activities, and assigns projects. Evaluates and verifies employee performance through the review of completed work assignments and work techniques; identifies staff development and training needs and ensures that training is obtained. Responds to and provides guidance in responding to unusual situations and makes judgment decisions on how to respond to situations without established precedence; communicates changes in policies and procedures to the other staff members. Serves as a member of the MSUPD Training Committee; a resource to other agencies and departments; provides administrative support. Must have the ability to multi-task. Performs oversight functions of customer service in the lobby and over the phone, including the sale of parking permits; payment of parking citations; and responding to inquiries from the public.
Duties and Responsibilities
  • Manage student workers and volunteer customer service staff through scheduling, training and performance management
  • Manage front of house services; interpret, enforce, and provide advice and information about university policies, procedures and regulations; handle cash transactions and reconciliations; answer inquiries; and run reports.
  • Maintain accurate databases and respond to inquiries.
  • Other duties as assigned
Required Qualifications – Experience, Education, Knowledge & Skills
  • Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered.
  • Demonstrated experience performing data entry using a personal computer.
  • Demonstrated experience reconciling cash register drawer and tapes.
  • Demonstrated experience operating various office equipment such as computers, copier, calculator, and credit card terminals.
    		•
    Preferred Qualifications – Experience, Education, Knowledge & Skills
  • Previous supervisory experience.
    		•
    The Successful Candidate Will
    • Effectively operate work related equipment.
    • Demonstrated competence maintaining accurate filing and record keeping systems.
    • Maintain, process, and verify information with a high degree of accuracy and close attention to detail.
    • Communicate effectively with employees and the public – in person, through email, and over the phone; establish and maintain effective working relations with co-workers and the public.
    • Demonstrated competence organizing and prioritizing multiple, simultaneous work assignments, meeting deadlines, and exercising adaptability to changing priorities, with a high level of attention to detail and accuracy.
    • Represent University Police and its programs to others in a professional and courteous manner, with the ability establishing and maintaining good public relations.
    Position Special Requirements/Additional Information * Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics .
    * Must pass a comprehensive police background investigation. .
    This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.
    Physical Demands To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required.
    This position has supervisory duties? Yes

    Posting Detail Information

    Number of Vacancies 1
    Desired Start Date Upon a successful search
    Position End Date (if temporary)
    Open Date
    Close Date
    Applications will be: Screening of applications will begin on February 26, 2024; however, applications will continue to be accepted until an adequate applicant pool has been established.
    Special Instructions
    Diversity Statement Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples.
    In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference please complete the veteran’s preference information located in the Demographics section of your profile.
    MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: https://www.montana.edu/hr/recruitment/dualcareer.html

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