Details **Open Date** 01/22/2026 **Requisition Number** PRN44082B **Job Title** Customer Service Management **Working Title** Desk and Mailroom Coordinator **Career Progression Track** M00 **Track Level** M2 - Senior Supervisor **FLSA Code** Administrative **Patient Sensitive Job Code?** No **Standard Hours per Week** 40 **Full Time or Part Time?** Full Time **Shift** Variable **Work Schedule Summary** Most work hours will fall between 8am and 5pm Monday- Friday but outside commitments may include staff meetings, move in/out support, individual meetings with staff member, and other HRE evening and weekend commitments. On-Call Support after Business Hours. This position will serve as a resource to provide support to both full time and student staff. This includes a working understanding of Emergency Procedures for after-hours response and attendance. **VP Area** President **Department** 00307 - Housing & Residential Educ **Location** Campus **City** Salt Lake City, UT **Type of Recruitment** External Posting **Pay Rate Range** 51,000.00 **Close Date** 04/22/2026 **Priority Review Date (Note - Posting may close at any time)** **Job Summary** **Customer Service Management** Direct/Manage/Supervise one or more customer service/call center teams. Ensure professional and courteous customer support services. Promote a productive and positive experience with customers to ensure high quality support. Handle escalated customer service issues as needed. Control costs by managing staffing levels, adjusting as volume dictates. Monitors customer satisfaction metrics to improve service levels and assess training needs. Administer motivational programs including incentives and contests to drive performance. Oversee the development and maintenance of training and document resources for team. Work across departments in support of the organization. **Learn more about the great benefits of working for University of Utah: benefits.utah.edu** **The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.** **Responsibilities** **Senior Supervisor, Customer Service Management** Direct/Manage/Supervise one or more customer service/call center teams. Ensure professional and courteous customer support services. Promote a productive and positive experience with customers to ensure high quality support. Handle escalated customer service issues as needed. Control costs by managing staffing levels, adjusting as volume dictates. Monitors customer satisfaction metrics to improve service levels and assess training needs. Administer motivational programs including incentives and contests to drive performance. Oversee the development and maintenance of training and document resources for team. Work across departments in support of the organization. Coordinates and leads daily team activities. May spend a portion of time performing the work of those they supervise. Assists with management decisions and activities. Working knowledge of team function within the organization. Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience. **Minimum Qualifications** **EQUIVALENCY STATEMENT :** 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). **Senior Supervisor, Customer Service Management:** Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience. **Preferences** **Type** Benefited Staff **Special Instructions Summary** **Additional Information** _The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students._ _Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities._ _The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both._ _To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:_ _Director/ Title IX Coordinator_ _Office of Equal Opportunity and Affirmative Action ( OEO /AA)_ _383 University Street, Level 1 OEO Suite_ _Salt Lake City, UT 84112_ _801-581-8365_ _oeo@utah.edu_ _Online reports may be submitted at_ **oeo.utah.edu** **_For more information:_** **https://www.utah.edu/nondiscrimination/** **_To inquire about this posting, email:_** **employment@utah.edu** **_or call 801-581-2300._** _The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules._ _This position may require the successful completion of a criminal background check and/or drug screen._ _https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South._