Job Details

Customer Service Manager

Requisition Number: 66426
Location: Boulder Colorado
Employment Type: University Staff
Schedule: Full Time
Posting Close Date: 17-Aug-2025
Date Posted:

Job Summary

The CU Book Store in Boulder welcomes applications for the Customer Service Manager! This position serves primarily as the Customer Service Manager of the eCommerce and Academic Resources departments. This position manages and trains student employees and creates policies and procedures for all customer service related to the eCommerce and Academic Resources Departments. The position creates labor budgets for these departments, schedules hours, and trains all front-line staff.
Position is responsible monitoring all customer service interactions in both the eCommerce and Academic Resources departments, creating and reporting on various customer service metrics, and suggesting and implementing new or changes to existing customer service policies based on those metrics or other customer service interactions and data.
This position also supports all other customer service departments within the CU Book Store and will collaborate with these departments on store wide customer service issues or policies. CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

The CU Book Store offers a convenient place for students to prepare for their academic endeavors. The store offers academic course materials, and school supplies for all students, faculty and staff. We also provide logoed gear for all patrons and visitors of the university. By offering innovative services and customer centric culture, the Store strives to provide a welcoming environment for all members of the campus community, and the Boulder Community at large.

What Your Key Responsibilities Will Be

Customer Service Training

• Development and implementation of all eCommerce and Academic Resources customer service procedures and guidelines. This position is responsible for developing and administering training on all customer service procedures, ensuring all customer service agents are fully trained and up to date with all current customer service information.
• Continuously reviewing current trainings to make sure they are up to date and effective by making updates to existing trainings, creating new trainings, and measuring the effectiveness of the trainings with customer service agents, updating training methods where deemed necessary.
• Training all phone, live chat, email, NetSuite Ticket, CU Book Access and text desk customer service agents, tailoring trainings to each individual position. Position should work closely with both Academic Resources and eCommerce managers to make sure all necessary information is included in the trainings and to remain up to date on changes in both departments that may necessitate changes to existing trainings or policies.

Customer Service Management

• Ensuring all customer service policies and guidelines are applied correctly in order to assist customers with any issue that may arise, either in-person, over the phone, via email or on our Live Chat application.
• Assisting student employees in correctly applying our customer service guidelines in any given situation as well as taking, and resolving, escalated customer service issues. This position is responsible for managing the daily Live Chat and Text Desk operations - making sure there is sucient coverage at all times. This position is responsible for managing all Academic Resources and eCommerce customer service emails, phone numbers, voicemails, NetSuite Tickets, RedShelf Tickets and Live Chat, making sure all customer service inquiries are handled properly and in a timely manner.
• Designing all customer service related reporting and using that reporting to identify potential issues, correct data irregularities and report on Customer Service statistics.
• Periodically collecting customer feedback via surveys or focus groups, analyzing that data, reporting on that data and then using that data to drive improvements to current customer service or CU Book Store policies and/or procedures.

Student Employee Management
Managing up to 50 student employees and up to 60 temporary employees; responsibilities to include:

• Hiring, reviewing, coaching and disciplining all direct reports.
• Submitting time sheets and approving leave for all direct reports.
• Assigning tasks and projects and seeing that those tasks and projects are completed.
• Timely creation and distribution of all student schedules, adhering to the approved departmental budget and fulfilling all departmental staffing needs.
• Timely creation and distribution of all student schedules, adhering to the approved departmental budget and fulfilling all departmental staffing needs.
• Creating, following and modifying, as needed, a detailed labor budget for each individual area managed. This position is also responsible for managing the creation and administration of all training procedures to direct reports.
• Opening and/or closing of store and working late nights during our busy times of year.

Other Duties as Assigned

• Completing other duties as assigned, including, but not limited to, providing support to the Academic Resources and eCommerce manager, as well as other Academic Resources and eCommerce staff members.

What You Should Know

• This onsite position anticipated work schedule is Monday through Friday during regular business hours.
• May work evenings or weekends during the beginning of the semester and finals weeks.

What We Can Offer

• The salary range for this position is $55,000 - $60,000 per year.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be collaborative. Be excited. Be Boulder.

What We Require

• Bachelor's degree.
• 2+ years of job related retail experience to include:
• 2+ years of customer service experience.
• 1+ year of supervisory experience.

What You Will Need

• Leadership and problem solving skills.
• Strong customer service skills.
• Excellent communication skills, including written and oral.
• The ability to use time management, patience, and de-escalation skills.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by August 17, 2025, for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.


To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Customer-Service-Manager/66426







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