Customer Service Manager - Georgetown University Campus Recreation

Georgetown University Washington D.C.
customer service manager recreation customer service recreation manager senior director management assistance growth programming supervising
February 4, 2023
Georgetown University
Washington D.C.
["FULL_TIME"]




Customer Service Manager - Georgetown University Campus Recreation



Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

Housed under the Division of Student Affairs, Georgetown University Campus Recreation plays a crucial role in providing co-curricular opportunities for the Georgetown University campus and community. Dedicated towards the cultivation of the ‘whole' person, Campus Recreation provides a variety of opportunities for all students to enhance their university experience through recreation, fitness, and well-being. Through our various sport and recreation programs, students are given the opportunity to connect with each other and experience personal growth in a fun, comfortable, and challenging yet safe environment. The mission of Georgetown University Campus Recreation is to provide the Georgetown campus and surrounding community with fun, inclusive, engaging, and educational fitness and wellness programming that promotes personal growth and the development of lifelong skill sets.

The Customer Service Manager reports to the Senior Associate Director of Campus Recreation/Yates Field House. This position serves as the as primary customer service staff for a variety of student, member, and customer needs. The Customer Service Manager is responsible for interviewing, hiring, training, scheduling and supervising thirty (30) Customer Service Representative staff members, which consists of students and part-time staff. The Customer Service Manager is responsible for staffing the main office, front desk, and the Pro Shop in Yates Field House.

Additionally, this position assists the Senior Associate Director with the day-to-day operation of the membership office, front desk and Pro Shop by processing memberships and point of sale transactions, maintaining member accounts, communicating with members and patrons about experiences and resolving complaints and concerns via phone, in person or by email in a timely manner.

Work Interactions:

This position reports to the Senior Associate Director. The Customer Service Manager will work with the Senior Associate Director as well as other professional staff members to maintain a high level of customer service to members and patrons of the Field House. This position is responsible for supervising Customer Service Representatives who provide support in various areas in the Field House. This position will work with program managers of Campus Recreation to assist with programming and events in the Field House.

This position has been designated as On Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position's mode of work designation. Complete details about Georgetown University's mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Work Hours:

On-Campus Sunday through Thursday 6am - 2pm

Qualifications

Skills:
  • Pleasant and cooperative demeanor with a customer service orientation
  • This position requires strong interpersonal skills, excellent communication skills (oral, written, and technological).
  • Ability to multi-task, prioritize and manage time effectively
  • Ability to work through customer issues to resolution/troubleshooting skills
  • Knowledge of management methods and techniques
  • Ability to efficiently document communication
  • Knowledge of Microsoft Office, Microsoft Excel and Google applications
  • Willingness and availability for weekend work


Experience:
  • Two years of experience working in customer service
  • Two years of management experience
  • Working with a diverse population as well working with students


Certificate:
  • American Red Cross CPR/AED and First Aid (or willing to be completed within the first 60 days of employment)


Education:
  • Bachelor's Degree or High School Diploma with two (2) years of experience in customer service management


Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or [email protected].

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.




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