Job Details

Customer Experience Manager, Campus Services

Position Number: 7114573
Location: Kennesaw, GA
Position Type: Residence Life and Housing

Customer Experience Manager, Campus Services

Job ID: 297576
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Oversees the administration and operations of the assigned Talon One Service Centers for the dissemination of information regarding mobile credential, Parking and Transportation, Card Services, Housing and Residence Life, KCash, Vending, Door Access, Student Health Services, and Dining. Supervises and trains a team of student workers.

Responsibilities

KEY RESPONSIBILITIES: -
1. Manages the service center(s) responding to customer service requests for Campus Services, including but not limited to mobile credential, parking and transportation, card services, housing and residence life, KCash, vending, door access, university dining, and student health services
2. Hires, trains, and supervises student employee support team
3. Prepares weekly student staff work schedules and ensures adequate coverage for the locations
4. Serves as the primary point of contact for escalated issues beyond the scope of student workers
5. Works with the data team to track and analyze long-term reporting of key metrics, issues regular reports, and informs administration of results and response
6. Monitors key performance indicators and ensures daily completion of tasks (i.e., productivity reporting) and advises team of findings and makes recommendations for process improvements
7. Ensures compliance with office and department policies and procedures
8. Conducts training on new systems for other departments as needed
9. Represents the service center at orientation and other assigned university functions at assigned locations

Required Qualifications

Educational Requirements
High school diploma or equivalent

Required Experience
Two (2) years of related work experience

Preferred Qualifications

Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education in a related field

Preferred Experience
Previous supervisory experience
Experience with Banner, BlackBoard, Platform28, ChangeGear or similar software platforms
Customer Service experience

Knowledge, Skills, & Abilities

ABILITIES
Able to work collaboratively with other staff, administrators, and faculty to meet the program or department's purpose and goals
Able to handle multiple tasks or projects at one time meeting assigned deadlines

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite, Platform28, ChangeGear, Banner or equivalents)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.

Other Information

This is not a supervisory position.
This position has financial responsibilities.
This position will be required to drive.
This role is considered a position of trust.
This position requires a purchasing card (P-Card).
This position may travel 1% - 24% of the time

Background Check

Credit Report
Standard Enhanced
MVR

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=43000&JobOpeningId=297576&PostingSeq=1