Customer Service Manager

Title: Customer Service Manager

Employee Classification: Sr Administrative Specialist

Campus: University of North Texas

Division: UNT-Student Affairs

SubDivision-Department: UNT-Union Administration

Department: UNT-Eagle Post-163191

Job Location: Denton

Salary: $36,336, Commensurate on education and experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

University Centers and Events (UCE) encompasses the University Union, Gateway Center and Coliseum. University Centers and Events (UCE), provides quality programs, services, and facilities that enhance the educational experience and create a community for students, faculty, staff, alumni, and guests. We assist students to become good citizens of a global community.

Position Overview

The Customer Service Manager provides customer-focused support for Eagle Post by assisting customers with package pickup, postage sales, mailing inquiries, and issue resolution. This position supervises student employees, supports package processing and locker distribution, and helps ensure efficient daily operations and high-quality customer service. The role manages operational supplies and purchasing needs, serves as a liaison with software and service vendors, and provides backup support for campus mail distribution routes as needed.

Minimum Qualifications

Bachelor's degree and one year of highly responsible and varied office administration or business management experience; or any equivalent combination of experience, education, and training.

Knowledge, Skills and Abilities

• Exceptional customer service skills.
• Advanced Microsoft Office skills.
• Supervisory skills.
• Working knowledge of postal practices, methods, and regulations.
• Skill in basic filing and record keeping.
• Skill in evaluating facts or situations to route calls/customers appropriately.
• Ability to work under pressure, adjust to changes, handle multiple tasks, and coordinate the work of others.
• Manual dexterity and physical ability to perform work requiring standing, stooping, lifting, walking, and some weather exposure.
• Knowledge of policies, practices, procedures and terminology of assigned function.
• Ability to establish and maintain effective working relationships.
• Knowledge of safety and security precautions appropriate to work performed

Preferred Qualifications

N/A

Required License/Registration/Certifications

N/A

Job Duties

• Process and distribute incoming mail, packages, and accountable items. 
• Processes retail sales transactions, including postage sales, shipping charges, and cash handling responsibilities. 
• Coordinate and process outbound mail and shipments, ensuring accurate preparation, tracking, and delivery through approved carriers. 
• Provide exceptional customer service by assisting customers with package pickup, postage sales, shipping services, and mail-related inquiries. 
• Supervise, train, schedule, and evaluate student employees to ensure efficient daily operations and high service standards.
• Monitor package processing and distribution activities to ensure timely, accurate, and secure delivery of mail and parcels. 
• Ensure compliance with USPS regulations, carrier requirements, university policies, and established mail services procedures. 
• Assist with managing operational supplies and resources, including inventory monitoring, ordering, and maintaining equipment necessary for mail operations. 
• Serve as a liaison with software and service vendors to support mail management systems, troubleshoot issues, and improve operational effectiveness. 
• Manage opening and closing procedures. 
• Serve as backup for and assist Mail & Receiving Manager

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 20 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Repeating motions that may include the wrists, hands and/or fingers.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

Outdoor elements such as precipitation and wind.

Work Schedule

Monday - Friday 8am -5pm

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.