USC Housing, a division of USC Auxiliary Services, hosts more than 9,000 students, athletes, faculty, and staff throughout the year in over 50 properties on and off campus. Housing meets the challenge of inviting students into our Trojan family by making them feel comfortable, safe and welcome. We boast top-notch amenities including comprehensive recycling programs, simplified online repair requests, and more. Serving our studentsâ wellbeing is the reason that we are here and we share the same vision and excellence that they do.
We are seeking a Customer Service Manager to join our rapidly growing team.
Are you an experienced Manager with top-notch people management and interpersonal skills? Do you take pride in providing an exceptional experience for both your staff and your guests? Then we want you! As our Manager, you will develop our team to its fullest potential and help us reflect University values as we strive to create the best USC experience for all of our visitors.
Manages, organizes, and administers daily operations of customer service department and delivery of services to customers. Contributes to the planning and development of customer service objectives and goals. Collaborates with other members or management to maintain consistency with customer services objectives, goals and standards. Meets customer needs, provides information, offers options, and follows up with customers. Handles customer complaints, resolves problems and ensures customer service standards are met.
Oversees work order scheduling,re quests for service tickets, and/or other customer issues. Sets and communicates service priorities and performance standards.
Plans and conducts quality assurance review of customer service program and makes recommendations to modify existing program, as appropriate. Creates new customer service programs, projects, or activities, as needed.
Directly supervises at least two full-time subordinate staff or the equivalent. Recruits, screens, hires, orients, and trains staff. Evaluates employee performance and provides guidance and feedback to assigned staff. Counsels, disciplines and/or terminates employees as required.
Schedules assigns and prioritizes workloads. Sets appropriate deadlines. manages assigned projects to completion. Monitors employee performance on a daily basis. Ensures timely completion of department's work.
Participates in development and documentation of internal operating policies and procedures. Assists in development, interpretation and dissemination of policies and procedures. Provides interpretations as required. Ensures adherence to established guidelines.
Serves as a key resource for customer service information. Evaluates and researches customer service problems and/or incidents and takes necessary action to resolve issues. Responds in writing to special client inquiries and.or complains as appropriate. makes referral to appropriate university office for additional services or resolution as needed.
Plans, schedules, develops, and monitors customer service communications (e.g. e-mail, web-based, hotlines, etc.)
Tracks and compiles and submits standard ad hoc reports regarding service levels and customer feedback on a regular basis or as needed. Makes recommendations to modify and/or improve customer service levels, as appropriate.
Participation in emergency response activities.
Effectively manages timekeeping and payroll process for assigned staff.
Maintains thorough understanding of departmental & university policies regarding housing, student conduct, admission, registration and feebill knowledge.
Education: Bachelorâs Degree.
Experience: 2 years.
Managerial, budgeting and purchasing experience in Housing/Residential industry.
Experience supervising, training, hiring, and counseling employees.
Knowledge of applicable federal, state, local, and University laws and policies.
Demonstrated customer service and communication skills.
What We Prefer:
Related graduate study.
4 years of experience in Housing/Residential industry.
Experience in University work environment.
Budgeting and project development experience.
The Trojan Family Rewards:
We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families including:
:Â dental and vision plans, tuition assistance for our employees and their families, paid time off, flexible spending accounts, 2:1 retirement plan contributions, child care centers and up to $50,000 housing subsidy. And because we are a qualifying public service organization, you may qualify for Public Service Loan Forgiveness (PSLF) for educational loans. Donât believe us? Visit benefits.usc.edu.
: discounts toÂ USCÂ sporting events,Â USCÂ Bookstores, wireless plans, travel, accommodations, and local entertainment.Â
Career Growth: We are the largest private employer in Los Angeles offering tremendous development opportunities in multiple fields and industries. The Trojan Network connects current and previous members of the Trojan family to create an endless professional network.
This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!
As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.
USC has great minds that transform the world with their talents and research. Will you be one? Join us!
Minimum Education: High school or equivalentMinimum Experience: 2 yearsMinimum Field of Expertise: Retail, office, restaurant or call center customer service experience.
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.