Customer Service Coordinator

Job Posting Title:

Customer Service Coordinator

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Hiring Department:

Global Engagement

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

The University’s 19 colleges and schools enroll over 53,000 students and rank among the top 10 public universities in the U.S. Texas Global is the university's global engagement arm and a recognized leader in international education, based on the success of the programs we deliver and the number of individuals we support. We serve more than 9,000 international students and scholars, as well as more than 4,600 students on education abroad programs annually.

Texas Global  advances UT Austin’s academic mission by leading, supporting, and coordinating the university’s international engagement efforts, fostering strategic partnerships on campus and abroad, welcoming a cadre of impressive international students and scholars to campus, and creating opportunities for students and faculty to engage with peers and institutions around the world. Texas Global is comprised of nine units, home to over 140 staff members, and continued growth of the organization is expected.

Your skills will make a difference. You’ll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of faculty and staff, thereby enhancing the student experience. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working in our department and for UT Austin.

UT Austin provides an outstanding benefits package including but not limited to:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)

• Voluntary Vision, Dental, Life, and Disability insurance options

• Generous paid vacation, sick time, and holidays

• Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds

• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)

• Flexible spending account options for medical and childcare expenses

• Robust free training access through LinkedIn Learning plus professional conference opportunities

• Tuition assistance

• Expansive employee discount program including athletic tickets

• Free access to UT Austin's libraries and museums with staff ID card

• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

Purpose

Supervise the front desk student workers of International Student and Scholar Services (ISSS) and Texas Global, ensuring the highest level of customer service is delivered. Serve as liaison among Texas Global units to coordinate all aspects of front desk activities and operations. Work as a highly functioning, collaborative member of the intercultural programming and initiatives team and ISSS.

Responsibilities

• Front Desk Coordination and Supervision - Coordinate all aspects of front desk activities and operations for Texas Global. Manage a team of 6-8 student workers. Oversee front desk operations to ensure all visitors are greeted with the highest level of customer service and professionalism. Serve international students and scholars and explain services, procedures, and guidelines. Assess visitors' needs and convey them to Texas Global staff accordingly. Serve as liaison between ISSS/Texas Global units and front desk staff. Regularly convene the Front Desk Advisory Committee, comprised of staff from ISSS and across Texas Global, to ensure consistent communication across units, determine areas of improvement, and review the upcoming calendar for events or deadlines that might impact front desk operations. Serve as liaison between ISSS/Texas Global units and front desk staff. Regularly solicit feedback from Texas Global units to assess the effectiveness of the front desk. Actively supervise front-line student workers and staff the front desk in their absence.
• Training and Personnel Management - Determine hiring criteria to identify high-performing student employees. Manage training program for newly hired student employees and provide ongoing training throughout the academic year. Communicate with each Texas Global and ISSS unit regarding needs for continuous tr