Customer Service Coordinator

Job Posting Title:

Customer Service Coordinator

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Hiring Department:

Global Engagement

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

The University's 19 colleges and schools enroll over 53,000 students and rank among the top 10 public universities in the U.S. Texas Global is the university's global engagement arm and a recognized leader in international education, based on the success of the programs we deliver and the number of individuals we support. We serve more than 9,000 international students and scholars, as well as more than 4,600 students on education abroad programs annually.

Texas Global advances UT Austin's academic mission by leading, supporting, and coordinating the university's international engagement efforts, fostering strategic partnerships on campus and abroad, welcoming a cadre of impressive international students and scholars to campus, and creating opportunities for students and faculty to engage with peers and institutions around the world. Texas Global is comprised of nine units, home to over 140 staff members, and continued growth of the organization is expected.

Your skills will make a difference. You'll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of faculty and staff, thereby enhancing the student experience. If you're the type of person that wants to know your work has meaning and impact, you'll like working in our department and for UT Austin.

UT Austin provides an outstanding benefits package including but not limited to:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)

• Voluntary Vision, Dental, Life, and Disability insurance options

• Generous paid vacation, sick time, and holidays

• Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds

• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)

• Flexible spending account options for medical and childcare expenses

• Robust free training access through LinkedIn Learning plus professional conference opportunities

• Tuition assistance

• Expansive employee discount program including athletic tickets

• Free access to UT Austin's libraries and museums with staff ID card

• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

Purpose

Supervise the front desk student workers of International Student and Scholar Services (ISSS) and Texas Global, ensuring the highest level of customer service is delivered. Serve as liaison among Texas Global units to coordinate all aspects of front desk activities and operations. Work as a highly functioning, collaborative member of the intercultural programming and initiatives team and ISSS.

Responsibilities

• Front Desk Coordination and Supervision - Coordinate all aspects of front desk activities and operations for Texas Global. Manage a team of 6-8 student workers. Oversee front desk operations to ensure all visitors are greeted with the highest level of customer service and professionalism. Serve international students and scholars and explain services, procedures, and guidelines. Assess visitors' needs and convey them to Texas Global staff accordingly. Serve as liaison between ISSS/Texas Global units and front desk staff. Regularly convene the Front Desk Advisory Committee, comprised of staff from ISSS and across Texas Global, to ensure consistent communication across units, determine areas of improvement, and review the upcoming calendar for events or deadlines that might impact front desk operations. Serve as liaison between ISSS/Texas Global units and front desk staff. Regularly solicit feedback from Texas Global units to assess the effectiveness of the front desk. Actively supervise front-line student workers and staff the front desk in their absence.
• Training and Personnel Management - Determine hiring criteria to identify high-performing student employees. Manage training program for newly hired student employees and provide ongoing training throughout the academic year. Communicate with each Texas Global and ISSS unit regarding needs for continuous training. Evaluate job performance and recommend corrections as necessary. Review and submit bi-weekly payroll documents.
• Administrative Support - Serve as backup to the intercultural programming and initiatives administrative associate by providing administrative support for programs and events, including ISSS signature programs and international student orientation. Support event implementation and logistics, manage event registration and reservations, and disseminate program satisfaction surveys and compile results for evaluation. Collect receipts and track expenses associated with program budgets. Manage and update program inventory and supplies. With guidance from the assistant director, provide additional administrative support to ISSS units, including document review, Sunapsis/myIO administrative tasks, and email inbox support.
• Support of ISSS and Texas Global Functions - Actively support the critical priorities and functions of ISSS and Texas Global. Regularly staff and support ISSS programs and events for the international population. Attend staff meetings and serve on internal and work groups to support the organization's mission.

Required Qualifications

Bachelor's degree and one year of administrative experience or equivalent education and experience. Excellent customer service skills. Demonstrated proficiency working in a fast-paced environment. Ability to work both individually and as part of a team. Strong organizational, record-keeping, and documentation skills. Successful experience planning and organizing multiple projects simultaneously. Effective verbal and written communication skills to work effectively with populations representing different backgrounds, life experiences, and abilities. Experience delegating and supervising the work of others. Demonstrated adaptability with the use of various platforms in the performance of office functions. Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Intermediate-level skills in Word, Excel, and Outlook. Experience living or studying abroad. Some proficiency in a foreign language.

Salary Range

$48,000

Working Conditions

Work in a shared office environment. Work around standard office conditions. This position is located in Austin, Texas.

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.