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

Minimum Qualifications
* BA/BS degree or a combination of related education and work experience to equal at least four years.
* Experience training others and a demonstrated ability to lead.
* 1 year customer service in a retail environment
* Proficiency with Microsoft Office products and Google Software platforms.
Knowledge, Skills and Abilities
* Ability to communicate effectively.
* Knowledge of retail sales and handling merchandise.
* Ability to provide excellent customer service.
* Strong interpersonal and problem solving skills.
* Excellent administrative and leadership skills.
* Ability to lead and multitask

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF)
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost

Please visit the for more information regarding benefits.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).