Customer Service Manager

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

For over 160 years, the University of Washington has been a hub for learning, innovation, problem solving and community building. Supporting this legacy and important public mission-with the goal of making the UW the world's greatest public university, as measured by positive impact-guides everything we do in University Advancement . Bringing together development; alumni and stakeholder engagement; marketing and communications; and advancement operations, we advance the UW's impact by developing meaningful connections that foster pride, advocacy and philanthropic support.

This starts with creating a culture of belonging within our organization that values the diverse experiences and expertise of our team members, allowing everyone to thrive and to contribute their unique talents as we strive to achieve our shared goals.

The Alumni & Stakeholder Engagement team has an exciting opening for a Customer Service Manager. This is a full-time, permanent position.

The Alumni & Stakeholder Engagement (ASE) Customer Service Manager will independently perform a wide range of customer service and administrative support duties for ASE and the UW Alumni Association (UWAA). The Customer Service Manager is responsible for maintaining ASE's comprehensive customer service reception and office coordination, which supports various ASE and University Advancement programs. This includes recruiting, supervising and training student employees. As a member of the ASE Vice President's Office and working under the direction of the Associate Director of Administration and Customer Service, this position will assist with day-to-day office operations and special projects.

What You Will Do:

Customer Service Management (40%)

• Lead the UWAA's Customer Service program, including managing the Customer Service team and ensuring a positive, welcoming experience for guests.

• Serve as the first point of contact through in-person office visits, phone and email ticketing systems.

• Troubleshoot and resolve customer inquiries.

• Act as subject-matter expert, including assisting the team with escalated issues.

• Work with the Assistant Vice President of Marketing and Communications for time-sensitive communications issues that arise.

• Develop, prepare and produce monthly metrics reports that measure total number of visitors, telephone calls and emails.

Office Management (35%)

• Manage compliance for merchant services/payment on behalf of the UWAA.

• Ensure adequate audit trails and internal controls are followed and are compliant with policies and procedures set by UW Office of Merchant Services.

• Independently manage front desk operations, including opening and closing procedures for the front desk facility and manage facility maintenance and administrative issues, as necessary.

• Ensure tidiness of the front office and common spaces.

• Provide support to the Vice President's office with day-to-day office operations and special projects.

Supervision of Student Employees (20%)

• Responsible for the hiring, training and counseling of 4 to 5 UW student employees.

• Partner with the Associate Director to develop team goals in alignment with the department's strategic plan.

• Coordinate and schedule student employees for shifts and coordinate professional staff backups for front desk support.

Other duties as assigned (5%)

MINIMUM REQUIREMENTS

Bachelor's degree or equivalent and two years of experience in customer service OR office operations.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

What You Bring:

• Exceptional public relations skills, listening skills, organizational abilities and the ability to address pressing needs.

• Experience managing a team of volunteers, students or direct reports.

• Proficiency in relational databases and Microsoft Office for generating correspondence, special reports, spreadsheets and forms.

• A valid Washington State driver's license to operate a company vehicle.

• Ability to lift 20 pounds regularly and up to 40 pounds occasionally for event setup and tear down.

What You Can Expect:

• Monday through Thursday, in office; opportunity to work remote on Fridays, based on business needs.

• This position requires a flexible schedule as the workload and times may vary, including evenings or weekends.

• Local travel when necessary.

Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you log into your "My Jobs" page. If you choose to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

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