Customer Service Supervisor
 University of Wisconsin - Stout | |
 United States, Wisconsin, Menomonie | |
 Apr 28, 2026 | |
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Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process. Position Title: Job Category: Employment Type: Job Profile: Job Duties: This position directs and audits customer service operations to ensure service standards and compliance requirements are met; oversees debit account and credential programs; and provides leadership, training, and performance management for student employees. The role also develops and supports communication and customer education strategies while supporting operational planning, continuous improvement, and the integrity of financial controls.This position works occasionally early morning, evening, or weekend hours as operational needs require. Key Job Responsibilities: Program Oversight & Service Operations Direct and audit customer service operations to ensure service standards and compliance requirements are met.
Financial & Account Program Management Oversee campus debit account programs and financial processes.
Credential & Identity Services Oversee ID card and mobile credential programs. • Administer issuance and replacement of physical university ID cards including identity verification, photo capture, print production, fee processing, and activation of card privileges. • Administer mobile credential provisioning, including troubleshooting issues across supported mobile platforms. • Coordinate ID card production and distribution for new student orientation programs including scheduling photo sessions and preparing bulk issuance workflows. • Coordinate credential services for online and distance learners including remote identity verification and delivery procedures. • Administer departmental and specialty card programs including badges, passes, and other authorized credentials. • Research and resolve customer door access issues by reviewing permissions and system logs, coordinating with campus partners, and communicating outcomes to the customer. • Maintain operational readiness of card printers, encoding equipment, and credential production supplies including inventory monitoring and ordering. • Administer specialty card programs (key cards, badges, passes, copy cards), process departmental chargebacks, and maintain card design standards and functionality. Staff Leadership & Training Provide leadership, training, and performance management for student employees. • Recruit, hire, schedule, supervise, and evaluate student employees to maintain adequate staffing levels aligned with operational demand. • Provide ongoing coaching, performance feedback, and corrective guidance to ensure consistent adherence to customer service and operational standards. • Develop and deliver comprehensive training programs covering transactional systems, credential production, financial handling, and customer interaction procedures. • Maintain procedural manuals and training documentation while identifying and facilitating ongoing staff development opportunities. Customer Experience, Outreach & Communication Develop and support service communication and customer education strategies. • Represent the Campus Card Office on orientation planning committees to ensure service readiness and integration into onboarding processes. • Present at orientation programs, international student sessions, resource fairs, Preview Days, and Admitted Student Days to educate campus stakeholders on services and policies. • Advise students, families, and departments regarding dining plans, account usage, and service policies while resolving complex customer service inquiries. • Administer employee payroll deduction participation including enrollment management and processing deposits into faculty and staff campus debit accounts. • Develop, update, and maintain informational materials, marketing content, and communication resources to ensure accurate understanding of Campus Card programs. • Coordinate with Continuing Education and International Education offices to support credential issuance and resolve service issues for specialized student populations. • Collect customer feedback and recommend service enhancements to improve the overall user experience. Planning, Assessment & Administration Support operational planning and continuous improvement. • Review operational data and service trends to recommend program improvements and efficiency enhancements. • Participate in committees, professional development activities, and campus collaborations to support service alignment and innovation. • Support search and screen committees for academic and university staff as Recruiting/Search coordinator for Student Life & Services as departments' needs arise. • Maintain records management and filing systems to ensure secure and accessible documentation of transactions and procedures. • Maintain an efficient filing system utilizing Perceptive Content for secure storage and retrieval of customer and financial documents. • Attend webinars and on-campus training classes. • Perform special projects and other duties as assigned in support of departmental and divisional goals. • Provide operational expertise and consultation for new initiatives impacting Campus Card services. Department: The Campus Card Office (CCO) serves as the primary contact point for campus credential and debit account services, providing both online and in-person support and consultation. CCO is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for managing on-campus accounts, dining services, and credential access. CCO also oversees the Campus Blue Card program, which includes physical ID cards, mobile credentials, and campus debit account management, ensuring students and staff have secure, reliable access to campus services. CCO takes pride in guiding and supporting student employees, who play a vital role in delivering exceptional customer service, assisting with campus events, and sustaining the day-to-day operations of the office. Compensation: Minimum starting pay $18.99/hour (0.75 FTE, 30 hours/week), commensurate with qualifications and experience. Required Qualifications:
Preferred Qualifications:
How to Apply: Complete applications received by end of Friday, May 5, 2026 are ensured full consideration. Applications submitted after May 5, 2026, may be reviewed at the discretion of the search committee or until position is filled. To apply, click on the APPLY button or go to: https://www.uwstout.edu/about-us/careers-jobs Due to system limitations, applicants may upload no more than five (5) attachments. Please combine documents where appropriate. Required application materials: Cover letter (* See below) Curriculum vitae or resume All final candidates will be asked to provide names, email contact information, and/or phone numbers for three (3) references, with at least one being from a manager or supervisor, during the interview process. *Please use your cover letter to speak to each of the Minimum/Required Qualifications for this position as listed above. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement. Contact Information: For questions regarding this position or recruitment, please contact: Search Chair: Stephen Arton Phone: 715-232-5381 Email: artons@uwstout.edu If you need assistance with the online application process or if you submitted your application prior to uploading all the required application materials, please contact: Search Coordinator: Jason Horzewski Phone: 715-232-2502 Email: horzewskij@uwstout.edu Guidelines to ensure consideration:
It is the policy of UW-Stout to provide reasonable accommodation to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodation for a qualified individual's disability. The Universities of Wisconsin provides an excellent benefits package including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.
Employment is contingent upon the final candidate's completing a criminal background check and being cleared to work by the Human Resources Office. Employment is also contingent upon the final candidate passing reference checks and an essential job function test, as applicable. The reference check process includes asking the final candidates' professional references questions regarding employee misconduct,sexual violence,andsexual harassment. Reference checks must be conducted at a minimum with three professional references, at least one of which must be a prior supervisor. Final candidates with previous employment within the Universities of Wisconsin and State of WI agencies will be subject to additional reference checks. In response to a public records request, the Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7). UW-Stout is committed to providing safety and security of all members of our community in accordance with the Clery Act. For campus safety information and crime statistics visit: https://www.uwstout.edu/life-stout/police-and-parking/clery-information UW is an Equal Opportunity Employer | |