Service Excellence Coordinator

University of South Carolina-Columbia  |  Columbia, SC

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Job Overview

Posted January 10, 2020 Full-Time

Job Details

Position Title:

Service Excellence Coordinator

Onsite Event Position ID: 2321
Job Type: Housing/Residence Life
Location: Columbia, SC
Positions Available: 1
Institution Type: Public, 4-year
Institution Size: < 30,000 Students
Employer ID: 1634
Application Deadline: 04/03/2020

Stated Non-Discrimination Policy

Gender Expression / Identity Sexual Orientation

Benefits

Salary Range:
$35,568 - $40,903
Housing for Position:
None provided
Benefits
Salary Range:
$35,568 - $40,903
Housing for Position:
None provided
Qualifications
Education:
Masters Preferred, Bachelors Required
Major Preference:
Counseling, Educational Administration, Higher Education, Student Affairs, Other Education
Experience:

Qualifications
Education:
Masters Preferred, Bachelors Required
Major Preference:
Counseling, Educational Administration, Higher Education, Student Affairs, Other Education
Experience:

Position Description

The Coordinator for Service Excellence (CSE) is a full-time staff member of University Housing who provides direct administrative and logistical support to the Assistant Director of Residence Life. Primary job functions include: operational support for 4-6 24-hour service desks logistics, scheduling of 100+ student staff members, leadership with hiring/on-boarding/termination paperwork for service desk staff, payroll management, and communication with building supervisor staff. This role is primarily focused on administrative functions. This position has been designated as essential personnel during inclement/hazardous weather and other emergencies and will report to the Assistant Director of Residence Life.


Job Requirements

Supervisory Functions:
Provide co-management for the 24-hour, day-to-day operations of up to six 24-hour, residence hall service desks. Contribute to the hiring, training, co-supervision/leadership, development and evaluation of more than fourteen Community Supervisors (CS, undergraduate student supervisors). Indirectly supervise the CAs in the performance of their responsibilities through regular individual contact and through on-going evaluation of CA performance. Hire, train, co-supervise, develop, and evaluate around 100 undergraduate Community Assistants (CAs) at up to six residence hall 24-hour service desks. Observe desk operations for each assigned service desk on a weekly basis. Oversee the payroll process for Community Assistants and Community Supervisors. Oversee service desk management in areas such as lockouts, guest check-ins and check-outs, emergency procedures, student payroll and customer service. Oversee Community Assistance Staff Team meetings with around 100 Community Assistants. Coordinate with Summer Conferences to meet the needs of each residence hall’s desk coverage. Assist with departmental training programs and provide for the on-going training of CAs through planned department, in-house staff activities and through daily supervision. Coordinate coverage for break housing (fall, winter, and Spring Break) staff in assigned building/area.  

Administrative Functions:
Develop and assist with coordination and implementation of CA and CS training in August and January. Participate in implementation of preparation activities for newly hired CSs. Work closely with staff to solicit input on administrative procedures; train staff on implementation of various processes. Provide administrative assistance to Residence Life as needed during transition, opening and closing times. Assist in management of break housing staffing and payroll, guest check-in/out processes, and communication with occupants. Develop and maintain liaison relationships with departmental units, specifically, Administration, Residence Life, Facilities, Conferences, and Business Operations, as well as the University Police Department. Participate in committees and support other departmental efforts. Assist with aspects of Resident Mentor Impact (Training). Manage updates to CS and CA manuals and resources. Ensure quality customer service through the support of the Department’s Service Excellence Program.

Scheduling:
Oversee the production of shift schedules for up to 6 24-hour desks, ensuring accuracy and coverage of all shifts at all desks. Provide approval for shift changes, drops and swaps.

Application Information

Interested candidates should send a message through the TPE website or send a direct email to dancola@sc.edu and include a resume and cover letter. Please also visit and apply for this position on our HR site at uscjobs.sc.edu.

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