Position Classification Title: Supv,Aux Customer Service Ctr
Position Classification Code: G1006
Job Family: Auxiliary
Pay Level: 07
Exempt Status: Exempt
This description is intended to describe the general nature of the work being performed. It is not intended to be a complete list of specific duties of any particular position. Duties, responsibilities and bargaining unit eligibility may vary based on the specific tasks assigned to the position.
Purpose of Classification:
Under general supervision, responsible for supervising customer service assistants and other staff in the Auxiliary Customer Service Center. Trains, coaches, and mentor’s employees on how to deliver the best customer service possible. Responsible for the quality product and service quality. Assists in the development of operating procedures. Represents and promotes Auxiliary Operations (i.e., ID cards, parking, transit, fleet, storage units) to clients and sponsors.
Standard Duties:
Oversees all facets of the daily operations of the Auxiliary Customer Service Center, ensuring compliance with the University, state, and federal laws , policies, and regulations. Oversees the supervision of personnel, which includes work allocation, training, promotion and enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance. Develops and monitors operating processes and procedures for the unit which are consistent with general and specific NMSU policies. Develops annual operating budgets and provides fiscal direction to the unit. Oversees the development, enhancement, and management of supporting database systems , including provisions for system backups, maintenance, database integrity, and data security. Works with client departments to identify and evaluate specific needs for automated ID and security applications; develops and coordinates implementation plans for the migration of hardware and software, installation, and commissioning of services into client operations. Provides guidance and assistance in the development and implementation of new Aggie applications across NMSU campuses. Oversees systems engineering and architecture design of automated solutions to campus security problems ; manages the identification and resolution of id information systems problems. Interfaces with existing and potential corporate sponsors of ID card services to stimulate the development of new and/or enhanced services , to augment department revenues, and to foster long-term business relationships; promotes aggie card services provided by sponsors to students, faculty, and staff. Responds to inquiries and researches and resolves problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operational issues. Establishes and maintains operating policies, procedures, and standards to ensure the provision of quality customer service within the office. Performs miscellaneous job-related duties as assigned.
Knowledge, Skills and Abilities:
Knowledge of customer service standards and procedures. Knowledge of budgeting, cost estimating, and fiscal management principles and procedures. Knowledge of computer and/or network security systems, applications, procedures, and techniques . Knowledge of faculty and/or staff hiring procedures.
Skill in the use of personal computers and related software applications. Skill in organizing resources and establishing priorities. Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. Skill in the configuration and use of computerized database programs . Employee development and performance management skills. Skill in the configuration, installation, and operation of leading-edge automated ID, parking and security systems.
Ability to develop and maintain recordkeeping systems and procedures. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Ability to determine computer problems and to coordinate hardware and/or software solutions. Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments. Ability to plan, develop, and implement marketing strategies and programs. Ability to foster a cooperative work environment. Ability to develop systems solutions for operational problems.
Minimum Qualifications:
   Education- High School diploma or GED certificate.
   Experience- Seven (7) years of experience related to the standard duties as outlined.
   Equivalency- Completion of a post-secondary degree or certificate may substitute for years of experience.
   Departmental Requirements-
   Special Requirements-