Customer Service Manager

Position Summary

The Customer Service Manager is part of the Operations Team in the Office of the Registrar. This position manages student employees and all front desk operations. The manager provides elevated customer service to students, parents, staff, faculty, and others to answer and troubleshoot many registrar-related questions. Typically, this support includes such operations as troubleshooting questions regarding registration, grades, records, graduation, and transfer evaluation. This position is responsible for maintaining the confidentiality of student records under FERPA, certifying enrollment verification requests, and managing student employment, including hiring and training, troubleshooting student/faculty issues, and administering a high level of customer service. This position reports directly to the Assistant Registrar of Operations. This position also may require occasional weekend and evening work.

Metropolitan State University of Denver is an equal opportunity employer.

IND208

Duties/Responsibilities

35% - Management of Registrar Front Desk & Virtual Services

• Provides detailed information to students, parents, faculty, staff, and campus partners to resolve student issues and refers to appropriate offices/departments.
• Ensures compliance by those they supervise with all University's policies and procedures.
• Always ensures proper staffing of the front desk that includes both student and full-time employees.
• Responsible for organizing and stocking the front desk area with current materials.
• Provides a welcoming atmosphere for all visitors.
• Supports employees by diffusing escalated customer relations.
• Primary individual that responds to inquiries from the Call Center regarding official student records and other processes.
• Accountable for front desk services when there is no coverage.
• Manages the Academic Records email account by responding and/or directing to the appropriate staff.
• Manages outgoing official transcripts through the Parchment system and resolves transcript requests.
• Oversee and process Enrollment Verification requests from students and third parties.
• Oversee and process Change of Information requests from students.

25% - Recruitment, Hiring, Training, and Supervising Student Employees

• Recruits and schedules interviews for open student employee positions.
• Trains student employees to provide accurate and timely information about university policies and procedures.
• Supervises student employees to ensure the highest level of customer service. Provides student employees with the tools to display a positive and professional attitude when representing the University.
• Maintains student employee work schedules & responsible for monitoring work study funds for each employee. Anticipates and communicates student employment funding shortfalls and resource needs in a timely manner to the Assistant Registrar.
• Conducts monthly, one-hour training for student employees on topics ranging from office procedures to professional development.
• Processes all new and continuing student employee paperwork and timesheets with Human Resources.
• Sends timely emails to student employees detailing office and University updates.
• Serves as a positive role model and ambassador for MSU Denver, demonstrating commitment and dedication to the mission, vision, and core values in a competent and friendly manner.

20% - Training

• Develops and maintains training materials and resources for Registrar & Call Center employees.
• Monitors and reviews Registrar website to ensure information is accurate and updated.
• Collaborates and communicates with the Enrollment Management Call Center to ensure we have efficient processes. Ensure training is adequate and information is accurate.
• Creates/maintains procedure documents for relevant job duties/tasks.

10% - Records Management and Requests

• Enters and archives FERPA releases into the Student Information System.
• Research past and present MSU Denver course catalogs for course description requests.
• Maintains & manages record retention and destruction schedule (including indexing and purging documents).
• Process priority registration requests from respective departments (i.e., Access Center).

10% - Special Projects and Other Duties as Assigned

• Will serve as a FERPA expert, specifically when providing service at the front desk or virtually. Advises students and third parties regarding the Proxy process.
• Will become a notary and responsible for notarizing university documents, including diplomas, transcripts, enrollment verifications, etc.
• Assists in planning meetings and office events.
• Required to assist in testing Banner upgrades, new SIS system testing, etc.
• Provides support with implementation and maintenance of TDX (ticketing system).
• Ensures accurate front desk volume reporting (in-person services).
• Submits facility and/or IT tickets on behalf of the office.
• Supports Registrar as needed.
• Serves as the Emergency Preparedness back-up (to the Assistant Registrar).

Required Qualifications

• Experience providing excellent customer service.
• Experience supervising staff (either students or staff).
• Experience creating and providing training.

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meetALLrequired qualifications.

Preferred Qualifications

• Previous experience working at a Front Desk
• Minimum of one year's experience in a college/university setting as a student employee or full-time employee
• Experience with Banner or related Student Information System
• Demonstrated leadership development experience (e.g., experience as a participant or trainer in leadership conferences, educational programs, community organizations)
• Experience providing excellent customer service in a higher education environment

Work Hours

• Full-time, 40 hours per week, Non-Exempt
• Monday - Friday, 8:00am - 5:00pm
• Evenings and weekend work: Rarely
• This is a primarily in-person role with some opportunity for remote work one day per week.
• Travel: Rarely

Instructions to Apply

For full consideration, please submit the following documents:

• Resume
• Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position

Official transcripts will be required of the candidate selected for hire.

If you are an Internal applicant, please apply via the Career tab within the WorkDay Menu

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meetALLrequired qualifications.

Open Until Filled

The University's benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as accessto a long-term disability (LTD) plan.Visit MSU Denver'sbenefits websiteto learn more.

For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at totalrewards@msudenver.edu.

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.