You are viewing a preview of this job. Log in or register to view more details about this job.

P260036 - Customer Service Manager - Residential Facilities

University at Buffalo Human Resources
Email

In House Title & Department:

P260036 - Customer Service Manager - Residential Facilities

 

Posting Number

P260036

 

 

Position Summary:   

The Customer Service Manager is a critical leadership position in the University at Buffalo (UB) Office of Residential Facilities (UBRF) responsible for ensuring exceptional customer service experiences within UB’s residential community. UBRF manages 117 buildings totaling 2.5 million square feet, housing approximately 8,000 students. This position provides management coordination of a multi-faceted customer service team focused on enhancing occupant satisfaction, addressing concerns, and streamlining communication to support a positive living experience. The incumbent will oversee and coordinate the activities of the team and enhance customer interactions at all levels.

 

The main objectives of the position are to:

  • Develop and utilize business and operational metrics to evaluate and enhance departmental decision making and be responsible for supervising the daily activities of the UBRF customer service team.
  • Coordinate internal departmental personnel issues and recordkeeping.
  • Coordinate the services provided by UBRF with internal and external stakeholders.
  • In connection with Student Life and University Human Resources, manage Human Resource functions including hiring, discipline, staffing plans, resource tracking, scheduling, training, and other coordination initiatives as assigned.
  • Become proficient in and act as the subject matter expert in the UBRF work order management system and regularly produce requested work order reports for UBRF leadership.
  • Review or write performance appraisals; oversee monitoring of time and attendance.
  • Continuously review, implement, and modify internal procedures to (a) improve efficiency, accuracy and standardization of internal operations, analyses, and reports; (b) align and integrate budgeting, accounting, and procurement functions and records; (d) ensure compliance with State and campus directives; and (e) reduce financial loss and risk.
  • Develop, review, and process notifications to occupants of UBRF buildings concerning any matter that may impact the experience of our customers, ensuring clarity and accuracy in all communications. Must be available to coordinate after-hours emergency communications as directed. Coordinate follow up responses to customers impacted by emergencies or service interruptions.

 

About Student Life
Student Life is dedicated to creating a student-centered environment that fosters engagement, well-being, and success. Guided by four strategic priorities—student engagement, health and wellness, personalized support, and advancing diversity, equity, inclusion, and justice—we provide transformative experiences that empower students to grow, lead, and thrive. As a member of Student Life, you’ll join a team of passionate professionals united by shared values and a commitment to student success. We think big, act boldly, and pursue excellence with purpose. Together, we build inclusive communities, champion discovery, and celebrate the achievements that shape the UB experience.

 

Learn more:

 

About the Office of Residential Facilities

The UB Office of Residential Facilities (UBRF) reports to the Department of Housing Operations and is a dynamic unit within UB dedicated to delivering the best living and learning environments by designing, building, and operating safe, clean, functional, and sustainable facilities that serve as the bedrock of academic success at UB. Responsible for managing 117 buildings totaling 2.5 million square feet, UBRF serves as the backbone of campus housing, accommodating approximately 8,000 UB students annually.

 

UB is an affirmative action equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

 

 

 

 

Minimum Qualifications: 

 

  • A Bachelor’s Degree and a minimum of two (2) years of directly relatable experience, or Master’s Degree or professional certification
  • Experience in a managerial or team lead role.
  • Must possess and demonstrate advanced written and oral communication skills, and the ability to establish and manage complex work schedules for employees.
  • Must possess and have proven positive customer service skills and be able to interact in a professional manner with various groups on campus.

 

 

 

 

Preferred Qualifications:

 

  • A minimum of two (2) years of management in a customer service or office administration capacity.
  • Experience working in a college or university setting.
  • The ideal candidate will be someone that is dependable, organized, strategic, flexible with work tasks, detail-oriented, and is an effective leader.

 

 

 

Physical Qualifications:

 

 

 

 

 

FTE:  1.0

 

University at Buffalo is an affirmative action/equal opportunity employer and in keeping with our commitment, encourages women, minorities, persons with disabilities and veterans to apply.

 

 

 

Salary Range:

$63,000 - $70,000

 

 

Posting Period:

Open Until Filled

 

 

 

 

Posting Link:

https://www.ubjobs.buffalo.edu/postings/61271

 

 

Contact:

Anthony McCabe

amccabe5@buffalo.edu

716-645-0307