Customer Service Supervisor

Essential Functions

• Processes online account requests, and balances daily
• Sells all plans and accounts associated with the UB Card
• Always provides superior customer service
• Affords assistance with marketing efforts to develop and sell new and established products
• Maintains monitoring of telephone communication with customers
• Maintains monitoring of meal plan changes to ensure proper recording and billing
• Manages the scanning of all paperwork
• Manages the mailing of UB Cards
• Processes photo submissions
• Oversees any other duties as requested by Management

Supervision Responsibilities

• Ensures UB Card Office employees follow proper procedures
• Enforces UB Card, Dining Services, and University rules and regulations
• Manages the issuance of Vendor and Tenant Door Access Cards
• Monitors monthly inventory or supplies and card stock
• Alerts the UB Card Manager to any workload issues and problems
• Operates the UB Card Office in the absence of the Manager including evening and weekend hours
• Assists the Manager in answering email inquiries from students, faculty/staff, and other University Departments
• Processes daily balancing in the absence of the manager
• Processes door access requests from CDS Units
• Issues UB Cards for new CDS employees in coordination with CDS HR staff and adds appropriate meal plans and Unit information in CS Gold Coordinator
• Coordinates UB Card production for Graduate departments and Orientation Sessions
• Maintains billing records for Faculty Chip Cards
• Affords assistance to Faculty and Staff members when issues arise, primarily in reference to obtaining their initial UB Card and being the primary liaison for the UB Card Office and University Human Resources
• Serves as a liaison with the Students Accounts office for purposes of insuring correct billing of student account charges.

Education and Training

• Associate’s degree preferred or 3 years work experience preferably in office environment
• Working knowledge of corporate email system, MS Office, Internet Applications and browsers required
• Knowledgeable in cash handling procedures including setting up banks for cashiers
• Exceptional organizational, interpersonal and communication skills required
• Ability to work quickly and efficiently in a high-volume, fast-paced environment
• Knowledge of University HUB system for billing and inquiry is preferred
• Knowledge of ID card systems preferred
• Supervisory experience preferred

Physical and Mental Demands

• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl
• The employee must frequently lift and or move up to 10 lbs. and occasionally lift and or move up to 25 lbs

Work Environment

• This position operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, photocopies, phones, filing cabinets, fax machines etc.