Service Desk Coordinator
Position ensures the prompt and accurate processing of customers and various cash disbursements. Position requires a high level of attention to detail, strong analytical and customer service skills, and the ability to effectively communicate with a broad range of customers. Position requires skills in customer complaint resolution, inquiries, refunds and exchanges. Perform complex clerical duties involved in custody of cash receipts, processing forms, counting money, preparing reports and making deposits; review and direct the work of lower level personnel.
Serve as the first point of contact for customers entering the University Store and deliver quality customer service. The Service Desk Coordinator is the main point of contact for customer questions, complaints, and special service requests. This position requires the attention of a poised, professional individual capable of dealing with individuals at all levels of the University with tact and cordiality.
Oversee University Store employees when they are performing cashier duties. Coordinate and ensure that all cashiers communicate and interact with students, parents, customers, vendors, visitors and colleagues in a professional and tactful manner providing excellent customer service and keeping the customer lines moving. Participate in customer service and cash register/money handling training for Duke University Stores' cashiers. Handle customer complaints and resolution, inquiries, refunds and exchanges.
Maintain an environment of strong internal controls over accuracy, timeliness of recording and securing cash transactions.
Issue deposit bags and monies to cashiers daily for registers, ensuring that appropriate logs and records are maintained; issue change to cashiers as needed and maintain a balanced cash fund; order change and currency from Stores Business Office, as needed.
Authorize reductions in selling prices of damaged /defective items, with prior management approval; record and process all reductions to prevent inventory shortages; process and verify employee purchases to prevent inventory losses.
Verify and process all Interdepartmental Requests, transactions and invoices; contact departments for clarification or corrections.
Assist with University Store opening and closing and safe room; monitor entrance and exit to prevent theft. Distribute keys and maintain log of Store's vehicle usage.
Work with other team members to coordinate, prioritize and organize activities to meet established goals and assigned deadlines
Make employee work assignments, break and lunch schedules in conjunction with the University Store management team to maximize floor coverage; review the work of employees in lower classifications; assist in training new personnel.
Operate point-of-sale cash register as needed, processing all forms of transactions.
Monitor the store’s supply of shopping bags, gift wrap and gift wrapping supplies and transfer replenishment from the Distribution Center to maintain adequate stock.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training: Work requires business, analytical, communications and organizational skills generally acquired through completion of an associate's degree or equivalent program.
Experience: Work generally requires two years of experience in retail store sales and operations in a high-end, high volume retail operation. Must have a proven successful retail track record. Prefer retail supervisory experience. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
· Outstanding communication and customer service skills; ability to exercise diplomacy, tact, and good judgment in interacting with a wide range of people at varying levels at Duke University, as well as with those outside of the University.
· Demonstrated ability to prioritize and manage multiple tasks with close attention to detail and accuracy.
· Ability to work both independently and as part of a diverse and close-working team in a fast-paced setting.
· Quick learner with demonstrated problem-solving skills.
· Ability to learn and apply new technologies as needed.
· Some heavy lifting is required.
Interested candidates should visit the Duke University website (http://www.hr.duke.edu/) and apply for position....requisition#124637
Contact: Darcy Ewalt, Deputy General Manager, Retail Operations, [email protected]
Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of postsecondary education.
Work generally requires three years of clerical or research experience OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE to acquire skills in administrative or project research responsibilities as well as accepted office organization, communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.