Operations and Support Coordinator

Apply now Job no: 495970
Work type: Staff Full-Time
Location: Denver, CO
Categories: Business Operations / Services, Admin / Executive / Office Support

At University Financial Services (UFS) our primary role is to oversee and manage incoming and outgoing funds for the University. The five departments within University Financial Services provide various financial services, training, and support to the DU community. The UFS Operations & Innovative Department is passionate about providing exemplary service and resources while collaborating with other departments to reduce the administrative burden on Faculty and Staff. We strive to be a trusted and innovative partner in support of the DU community.

As an Operations and Support Coordinator, you must be passionate about customer service, problem- solving and have an expertise in a variety of UFS functions. The ideal candidate for this position is:

• An excellent communicator on all platforms, including telephone, e-mail and chat
• Driven to provide a best-in-class customer service experience
• Unsatisfied with the phrase “We’ve always done it this way.”
• Accommodating and even-tempered
• Comfortable with customer service technologies including ticketing, knowledge base, and inbox management
• Practices sound judgment in decision making and dealing with sensitive situations
• Passionate about trying new things
• Comfortable working with a diverse group of people with varying levels of proficiency
• Willing to see opportunities for growth, improvement, and innovation in successes and nonsuccesses alike
• Determined to see a problem through until a solution that is best for the customer is found
• Excited to be part of a team of experts and innovators

Position Summary

This is a full-time benefited position which may be eligible for hybrid remote work based on the ability to complete essential job functions off-campus. This position reports to the Manager of Customer Experience.

Customer Service: The Operations and Support Coordinator, spends 80% of their time assisting customers in the ticketing system, on the phone and in-person (or zoom), and is the first point of contact for the inquiries that come into the UFS Center. This position serves as a gatekeeper to other departments and requires expertise in DU policies and processes, leveraging technology to achieve a high level of service, and engage with the community in a professional and courteous manner. This role requires a detail-oriented problem solver who is well organized.

Project-Based Coordination: 10% of the time in this position is focused on project-based coordination which varies based on assignments and may change throughout the year. Included in this are projects assigned in the UFS knowledge base which is a key communication platform for UFS customers. Operating under limited supervision, this position assists the Manager of Customer Experience to oversee daily operational needs for the Division (ordering supplies, work orders, team events).

Training Support: 10% of time in this position is focused on supporting the Training and Communication Manager conduct monthly training sessions, one-on-one support events and representing the division at campus events. This position serves as an active presence and available resource during training.

Essential Functions

  • First point of customer contact for inquiries regarding Travel and Expense, Timekeeping, Accounts Payable, Contracts, Procurement and Payroll
  • Research solutions for customers when a standard process or procedure will not satisfy their needs
  • Ensure that customer inquiries are resolved in a timely manner
  • Work with highly confidential information and maintain confidentiality
  • Build and maintain strong relationships across campus by providing high level service
  • Thoroughly document conversations as they occur and escalate calls as necessary
  • Identify issues with administrative processes that create challenges for our customers and play an active role in implementing solutions
  • Seek out and take advantage of opportunities for professional development

Knowledge, Skills, and Abilities

  • Communication Skills: effectively uses multiple channels to communicate important messages; keeps supervisor well informed about progress and/or problems in a timely manner; writes in a clear, concise, organized, and convincing way for a variety of target audiences; produces written messages which are consistently error-free.
  • Customer Focus: prioritizes customers (internal and external) and their needs as primary and is dedicated to meeting their expectations; develops and maintains customer relationships; builds credibility and trust; quickly and effectively solves customer problems; provides prompt, attentive service in a cheerful manner; adapts to changing information, conditions or challenges with a positive attitude; incorporates customer feedback into delivery of service to provide the best experience possible for the customer.
  • Interpersonal Skills: relates well with others; treats others with respect; shares views in a tactful way; demonstrates diplomacy by approaching others about sensitive issues in non-threatening ways; considers and responds appropriately to the needs, feelings, and capabilities of others; fosters an environment conducive to open, transparent communication among all levels and positions; takes the initiative to get to know internal and external customers.
  • Functional/technical expertise has the skills, abilities, knowledge, and experience to be successful in functional area of expertise; dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology; learns and applies new technology quickly.
  • Problem Solving: exemplifies articulate communication skills and thoroughly investigates when issues arise, seeking to address customer needs comprehensively and proactively. Driven in learning how to address new or unknown items and documenting processes for future success.

Required Qualifications

  • High School Diploma or GED
  • Two to three (2-3) years of customer service experience or phone support experience
  • Understanding of higher education environment
  • High aptitude for multiple technologies and change
  • Ability to communicate effectively with a diverse community

Preferred Qualifications

  • Bachelor’s degree
  • Fluent in Spanish and English (read, speak, write)
  • Experience using:
    • Concur
    • Kronos
    • Banner
    • Fresh Desk

Working Environment

1. Standard office environment.
2. Unexpected interruptions can occur, and stress level is moderate.
3. Noise level is quiet to moderate.

Physical Activities

1. Ability to sit or stand in front of a computer for an extended period.
2. Occasionally required to move about the office/campus with the capability of transporting objects up to 20 lbs.

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m. May be eligible for hybrid remote work based on the ability to complete essential job functions off-campus. 

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on February 6, 2023.

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 7.

Hourly Range:
The hourly range for the position is $23.00 - $24.00

Benefits:
The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non‑discrimination‑statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

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