Assistant Director, Customer Service

Company:
The University of Arizona

Job Location:
Tucson, 85724

Category:
Sales

Type:
Full-Time

Posting Number: req25849

Department: Campus Store

Location: Tucson Campus

Address: Tucson, AZ USA

Position Highlights

The Assistant Director of Customer Service position provides leadership and direction for all customer service initiatives. They will be responsible for overseeing the daily operations for the University of Arizona Campus Store and six satellite store operations.

The Assistant Director of Customer Service will have extensive knowledge of varied business subjects such as sales and marketing. They will also be able to motivate personnel to perform according to their maximum capacity. The Assistant Director of Customer Service will work closely with leadership both internal and across campus to help the organization remain competitive and grow by identifying, assessing, and developing new business opportunities.

This position must be available to work evenings and weekends. They will be responsible for opening and closing the store as needed. This position reports to the University of Arizona Campus Store Executive Director.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

• Oversee store operations for the University of Arizona Campus Store and all satellite locations, delegating responsibilities to personnel accordingly.
• Prepare and manage a personnel and product/service needs budget of $4-5 million for six satellite locations as part of managing the overall budget for the operation totaling $20-30 million.
• Manage and lead a Customer Service team of 4 full-time staff members and 100+ student employees towards maximum performance.
• Develop and maintain a comprehensive customer service platform for the Campus Store, ensuring consistent, effective service delivery across all departments. Provide regular training to staff on best practices, customer interactions, and service protocols to uphold standards.
• Develop strategies for direct reports to monitor and maintain stock levels for all locations ensuring compliance with budgetary guidelines.
• Track all business development activities, analyze quarterly progress, and suggest new strategies based on findings. Submit actionable recommendations to Executive Director on a regular basis.
• Develop, implement, and communicate customer service policies, procedures, processes and training /operations manuals for the entire Campus Store organization.
• Develop and implement cleanliness standards for all Campus Store locations, ensuring compliance through regular inspections and enforcement of procedures.
• Inspect store areas and collaborate with Campus Store staff and campus partners to address and resolve any issues that arise. Collaborate with Campus Store leadership to develop proactive strategies to prevent future issues.
• Execute in-store promotional events or displays in collaboration with the General Merchandise team and Business Auxiliary Affairs Services Marketing team.
• Handle complex customer inquiries and complaints. Develops proactive strategies to address and reduce potential complaints. Train and mentor the Customer Service team to resolve customer complaints to maintain the store's reputation.
• Identify new trend setting business and revenue growth opportunities by researching industry and related events, publications, and announcements.
• Seek new business opportunities providing innovative recommendations to increase or introduce new revenues while ensuring a sustainable expense model.
• Contributes to the internal events committee by organizing planning meetings, developing agendas, managing event budgets, and coordinating logistics for Campus Store events.
• Foster and sustain effective relationships with strategic partners on campus and in the community. Actively participates in campus-wide initiatives and activities.
• Uphold, safeguard, and promote the University of Arizona Campus Store core values and philosophy.
• Uphold and enforce all University policies and Campus Store guidelines.
• Keep knowledgeable of industry practices, new retail business, read retail and higher educational publications, maintain personal networks, and participate in professional organizations.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Customer Service Expertise: In-depth knowledge of customer service principles and ability to enhance service delivery across departments.
• Leadership and Team Building: Strong cross-functional leadership with experience guiding teams, fostering collaboration, and inspiring high standards.
• Problem Solving & Critical Thinking: High-level analytical skills to address complex challenges and create innovative solutions.
• Technical Proficiency: Skilled in using MS Office, CRM platforms, and data analysis tools.
• Public Speaking and Communication: Excellent verbal and written communication skills; able to present effectively and clearly.
• Decision-Making: Ability to make well-informed decisions in a dynamic environment.
• Commitment to People-Centered Support: Ability to effectively engage in different environments with various customers and employees to understand their needs and ensure they are provided with the appropriate level of support.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

Minimum Qualifications

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Seven years of related work experience, including three years of managerial experience, or equivalent combination of education and work experience.
• Must have a valid driver's license and ability to drive according to the University Fleet Safety Policy.
• This position requires a flexible work schedule, including some evenings and weekends.

Preferred Qualifications

• Experience using NetSuite or similar ERP system.
• Experience working in a higher education setting.
• Previous experience managing in a retail setting.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: University Operations

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $65,867 - $85,393

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade 9

Compensation Guidance
The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.
The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and Level M3

Job Family Customer Service

Job Function University Operations

Type of criminal background check required: Name-based criminal background check (non-security sensitive)

Number of Vacancies: 1

Contact Information for Candidates
HR-Auxiliaries@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter