Position Information
Working Title Customer Service Supervisor
Department UO Parking & Transit Services-1018
Requisition Number S_240525
Posting Open Date 06/11/2024
Application Review Date: (To ensure consideration, please submit all application materials before review date) 06/25/2024
Posting Close Date
Open Until Filled Yes
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: http://www.unl.edu/equity/notice-nondiscrimination.

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.

Pre-Placement Driving Record Review Required No
Physical Required No
Commercial Driver's License (CDL) required. Subject to DOT approved pre-employment & random testing for alcohol and controlled substances. No
Criminal History Background Check Required Yes
Posted Salary $55,000/yr. minimum
How to Apply
Click on "Apply for this Job". You will then either create an application or edit your current application that is on file. You will be required to attach your resume, cover letter and list of references as three (3) separate documents in MS Word or PDF format.
For questions or accommodations related to this position contact
Morgan Winfrey-Hansen
morgan.winfrey@unl.edu
402-472-7968

Job Category (old) Managerial/Professional
Job Type Full-Time
Alternate Work Schedule (if other than 8-5) Special events will require hours outside of normal business hours.
Work Location (City, State) Lincoln, NE
Position funded by grant or other form of temporary funding? No
If Temporary, indicate end date
Planned Hire Date:
Appointment End Date
Supplemental Questions

Required fields are indicated with an asterisk (*).
Required Documents
Required Documents

1. Resume
2. Cover Letter
3. List of References

Optional Documents