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Scholarship Services Lead / Customer Service Support
University of Minnesota Bookstores

Description of Position
The Scholarship Services Lead / Customer Service Support Position provides customer service support to a diverse community of scholarship recipients on behalf of programs that require a high degree of accuracy and sensitivity. In addition, this position assists with supervision of the customer service department including reconciliations, customer correspondence, and student communication. Moreover, this position supports the scheduling coordinator by managing training and supervising student trainers. This position will also serve as a back-up to the scheduling coordinator when needed. This team member works closely with our General Merchandise, Course Materials and E-Commerce departments to support our retail efforts to serve customers, resolve and troubleshoot issues. This position will require work at various Bookstore and off-site locations through the year and requires 2 Saturdays shifts per month.
This position serves on the Bookstore's Operations team, ensuring excellent customer service and compliance in all activities.

Responsibilities

40% - Daily Operations
* Assist with day to day retail operations within customer service, scholarship, and security departments.
* Maintain internal and external accounts in the Scholarship AR system and PeopleSoft financials. This includes audits, balancing, reimbursements, charges/refunds, and course materials check-ins.
* Assist with management of training materials
* Assist with store promotions and off-site events
* Assist with balancing, cash room duties,open/closing duties.
* Work at Twin Cities System Stores and special events as needed

30% - Customer Service
* Serve as a backup to departmental staff in Bookstore departments as needed.
* Respond, troubleshoot and resolve customer inquiries
* Work with the Operation's Team to ensure departmental coverage and exceptional customer service standards are met at various Bookstore locations
* Foster and build positive relationships internally and externally furthering the University's commitment to diversity, equity and inclusivity



25% - Student Support
* Supervise, train, and coach student employees
* Assist with student communication and scheduling

5% - Misc.
* Miscellaneous duties as assigned and assist in all areas as needed


Essential Functions of the Position
* Deliver high standards for customer service.
* Oversee, train, and coach students and temporary staff
* Maintain internal/external program accounts and e-commerce orders
* Manage correspondence
* Miscellaneous duties as assigned



Work Environment
Work is performed mainly in a retail store and office setting. This position requires 2 Saturdays shifts per month.

Minimum Qualifications
* High School Diploma/GED and four years of related office and administrative experience. Training/education may be substituted for some of the years of experience. Computer experience required.Specific knowledge/skills may be required.
* Two years of customer service in a retail setting.
* Preferred: Proficiency with Microsoft Office products and Google Software platforms.

Knowledge, Skills and Abilities
* Ability to work with people and communicate effectively
* Knowledge of retail sales
* Basic computer skills and knowledge
* Excellent customer service skills
* Ability to lead
* Ability to multitask
* Attention to detail

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost

Please visit the Office of Human Resources website for more information regarding benefits.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail or call .

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).