Customer Service Lead
University of Minnesota Bookstores
Description of Position
This lead position provides day to day operations support in various Bookstore
departments and locations. This team member works within our Customer Service, General
Merchandise, Course Materials, and Ecommerce departments to support our retail efforts
to serve customers, resolve and troubleshoot issues. Responsibilities include student
supervision, training, and coaching. Additional duties include cash room/reconciliation
tasks, ensuring departmental coverage, and assisting with store promotions and events.
This role also leads the faculty regalia program by fulfilling faculty orders for University
commencements and convocation. This includes providing event support for ceremonies,
organizing graduation merchandise, seasonal inventories, and managing correspondence
and billings with departments. This position encompasses work as a cross functional team
member within the Bookstore’s Operations department ensuring excellent customer
service and compliance in all activities. This position will require work at various
Bookstore and off-site locations through the year. This position usually requires 2
Saturday shifts per month. This full-time position reports directly to the Customer Service
Supervisor.
Responsibilities
30% - Daily Operations
● Assist with day to day retail operations within customer service, general
merchandise, graduation, course material, and ecommerce departments.
● Assist with store promotions and off-site events
● Assist with balancing, cash room duties, open/closing duties.
● Work at Twin Cities System Stores and special events as needed
25% - Customer Service
● Serve as a backup to departmental staff in Bookstore departments as needed.
● Respond, troubleshoot and resolve customer inquiries
● Foster and build positive relationships internally and externally furthering the
University's commitment to diversity, equity and inclusivity
20% - Management
● Work with the University of Minnesota Bookstore team to ensure departmental
coverage and exceptional customer service standards are met at various Bookstore
locations
● Manage faculty regalia requests. Responsibilities include assisting with ordering and receiving merchandise, fulfilling faculty orders, coordinating
pickup/deliveries/returns, and organizing merchandise. This team member also
manages all communication and charges with departments regarding faculty regalia.
20% - Student Support
● Supervise, train, and coach student employees
● Record student attendance and performance issues
5% - Misc.
● Miscellaneous duties as assigned and assist in all areas as needed
Essential Functions of the Position
● Supervise, train and coach students
● Maintain cash room and balancing duties
● Deliver high standards for customer service
● Assist in day-to-day operations in various departments and Bookstore locations
● Lead faculty regalia program
● Miscellaneous duties as assigned
Work Environment
Work is performed mainly in a retail store and office setting with some office/computer
work. Primarily scheduled work days are Tuesday through Saturday, 40 hours per week.
Classification #: 8421BK – CO Pro 1 Bookstore Svcs
Salary Range: C4/26 $15.96 - $26.33
Status: Non-Exempt
Probationary Period: 6 months
Last Revision: July 2023