Customer Service Coordinator

Customer Service Coordinator

Plan, coordinate and administer customer service activities within Duke Parking operations; develop, coordinate and advise on policy, operational procedures, and training standards related Duke Parking. Duties include full daily supervision over regular Duke staff as well as temporary staff.

Work Performed

1. Make operational and programmatic decisions that have a significant impact on the successful achievement of parking customer service operations; develop, coordinate and advise staff regarding program policy and customer service standards.
2. Monitor and evaluate program effectiveness using qualitative and quantitative research techniques; investigate trends, and recommend and implement modifications to improve program effectiveness. Conduct frequent meetings with assigned staff members to assess state of customer service operations and to assess improvements in procedures and policies. This includes monthly one on one meetings with staff to solicit feedback on customer service operations as well as staff-originated suggestions for improvement.
3. Plan, coordinate and administer activities of Duke Parking customer service to include developing and implementing procedures, processes, services and systems related to customer service; train employees in proper methods and procedures and ensure correctness of work and high levels of customer service. Maintain and update customer service manual to ensure alignment with current business needs and ensure customer service representatives are educated and are following said manual.
4. Budget for, and coordinate, new ideas and concepts for program themes, materials (such as parking maps) and resources to supplement, expand or replace existing program components with the overall goal that materials and other resources must have a measurable impact on the quality of customer service.
5. Act as the main front point of contact for possible escalation of customer service issues.
6. Maintain liaison with other programs, offices and departments at Duke to coordinate program business and to accomplish program objectives including advising Duke employees, students, and departments on parking options, their availability and cost, and answer any questions internal and external customer may have. Interface with external organizations as appropriate to ensure cooperative efforts are enhanced and available resources are utilized in a manner consistent with Duke Parking objectives.
7. Prepare budgets and grants if so required; monitor, verify and reconcile expenditure of budgeted funds as appropriate; assist business manager in preparation of annual budgets by proposing levels of staffing and non-personnel expenditures for the next fiscal year.
8. Recommend various personnel actions including, but not limited to, hiring, performance appraisal, promotions, transfers and vacation schedules.
9. Provide daily supervision for up to 12 customer service staff to include daily scheduling of staff for efficient customer service operations. Identify and address training needs among customer service staff.
10. Perform other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Required Qualifications at this Level

Education/Training

Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program.

Experience

Work requires one year of experience in program administration or involving academic, instructional or counseling activities to acquire skills necessary to plan, coordinate and implement a variety of program activities and events.

OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Skills

Ability to provide guidance and direction to subordinates, including setting standards and monitoring performance.

Skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions to problems.

Skills evaluating program performance, summarizing findings, communicating results, and forming an action plan.

Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, (including pregnancy and pregnancy related conditions), sexual orientation, or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.