Customer Service & Operations Lead - School of Social Work

Duties & Responsibilities

• Serve as the first point of contact for students, faculty, staff, alumni, community partners, and visitors.
• Deliver outstanding customer service through in-person, phone, and electronic communications.
• Respond to inquiries promptly and professionally, utilizing a first-contact resolution approach whenever possible.
• Direct visitors and callers to the appropriate offices, departments, and resources.
• Ensure a welcoming, inclusive, and professional environment for all individuals interacting with the School.
• Oversee daily front-office operations, including administrative and building-related functions.
• Maintain personnel contact information, employee directories, and distribution lists.
• Cook up meeting room scheduling and monitor room reservations.
• Provide backup administrative support as needed across the School.
• Aid with office procedures and operational improvements to enhance efficiency and service quality.
• Support the recruitment, onboarding, training, and scheduling of student workers.
• Monitor and guide student employees to ensure excellent customer service standards are maintained.
• Provide ongoing coaching and oversight to support successful front-desk operations.
• Assist with event planning, coordination, and setup for meetings, workshops, and special events.
• Collaborate with faculty and staff to ensure logistical needs are met for School activities.
• Support facility management functions and communicate operational needs appropriately.

Qualifications

• High school diploma or equivalent.
• Four to five years of relevant professional experience in customer service, office administration, operations, or a related field.
• Demonstrated success providing exceptional customer service in a fast-paced, high-volume environment.
• Experience managing multiple phone lines and responding to inquiries.
• Prioritizing competing priorities while maintaining accuracy, professionalism, and responsiveness.
• Strong verbal, written, and interpersonal communication skills.
• Intermediate proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Experience using scheduling, appointment management, or calendar coordination software.
• Ability to work independently while collaborating effectively within a team.
• Exceptional customer service and relationship-building skills.
• Strong organizational and time-management abilities.
• Attention to detail and commitment to accuracy.
• Ability to exercise sound judgment and maintain confidentiality.
• Problem-solving skills with the ability to independently resolve routine issues.
• Demonstrated ability to work in and foster an environment of respect, professionalism, and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Benefits

• All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.