Virginia Commonwealth University's (VCU) School of Social Work has
an exciting opportunity for a Customer Service & Operations
Lead position!
Position
Overview
The Customer Service & Operations Lead will serve as the
primary point of contact for students, faculty, staff, and visitors
for VCU's School of Social Work. This position plays a critical
role in ensuring the smooth daily operation of the School's front
office while delivering exceptional customer service and
administrative support.
The Customer Service & Operations Lead is responsible for
managing front-office operations, coordinating facility and
administrative processes, supervising student workers, and
supporting special events and meetings. The ideal candidate is
highly organized, professional, proactive, and capable of managing
multiple priorities in a fast-paced academic environment.
This position reports directly to the Senior Executive Assistant
and serves as a key member of the School's administrative support
team.
Duties & Responsibilities
Duties and
responsibilities of the Customer Service & Operations Lead
include, but are not limited to:
Customer Service & Front Office Operations
- Serve as the first point of contact for students, faculty,
staff, alumni, community partners, and visitors.
Deliver outstanding customer service through in-person, phone,
and electronic communications.
Respond to inquiries promptly and professionally, utilizing a
first-contact resolution approach whenever possible.
Direct visitors and callers to the appropriate offices,
departments, and resources.
Ensure a welcoming, inclusive, and professional environment for
all individuals interacting with the School.
Operational & Administrative Support
- Oversee daily front-office operations, including administrative
and building-related functions.
- Maintain personnel contact information, employee directories,
and distribution lists.
- Coordinate meeting room scheduling and monitor room
reservations.
- Provide backup administrative support as needed across the
School.
- Assist with office procedures and operational improvements to
enhance efficiency and service quality.
Student Worker Supervision
- Support the recruitment, onboarding, training, and scheduling
of student workers.
- Monitor and guide student employees to ensure excellent
customer service standards are maintained.
- Provide ongoing coaching and oversight to support successful
front-desk operations.
Event & Facilities Support
- Assist with planning, coordinating, and setting up meetings,
workshops, and special events.
- Collaborate with faculty and staff to ensure logistical needs
are met for School activities.
- Support facility management functions and communicate
operational needs appropriately.
Qualifications
Minimum Qualifications
- High school diploma or equivalent.
- Four to five years of relevant professional experience in
customer service, office administration, operations, or a related
field.
- Demonstrated success providing exceptional customer service in
a fast-paced, high-volume environment.
- Experience managing multiple phone lines and responding to
inquiries.
- Proven ability to manage competing priorities while maintaining
accuracy, professionalism, and responsiveness.
- Strong verbal, written, and interpersonal communication
skills.
- Intermediate proficiency in Microsoft Office Suite, including
Word, Excel, and PowerPoint.
- Experience using scheduling, appointment management, or
calendar coordination software.
- Ability to work independently while collaborating effectively
within a team.
- Exceptional customer service and relationship-building
skills.
- Strong organizational and time-management abilities.
- Attention to detail and commitment to accuracy.
- Ability to exercise sound judgment and maintain
confidentiality.
- Problem-solving skills with the ability to independently
resolve routine issues
- Demonstrated ability to work in and foster an environment of
respect, professionalism and civility with a population of faculty,
staff, and students from all backgrounds and experiences, or a
commitment to do so as a staff member at VCU.
Preferred Qualifications
- Experience working in higher education, healthcare, nonprofit,
or public-sector environments.
- Previous experience supervising, mentoring, or coordinating
student workers or support staff.
- Familiarity with event planning and facilities
coordination.
- Experience working with customer relationship management (CRM)
or enterprise administrative systems.
Benefits : All full-time university staff are eligible for
VCU’s robust
benefits
package that includes comprehensive health benefits, paid annual
and holiday leave, generous tuition benefits, retirement planning
and savings options, tax-deferred annuity and cash match programs,
employee discounts, well-being resources, abundant opportunities
for career development and advancement, and more.
Position Details
Salary Range: $45,000 - $50,000
FLSA Exemption Status: Non-Exempt
Hours per Week: 40
Restricted Position: No
ORP Eligible: No
Flexible Work Arrangement: 100% On-Site
University Job Title: Senior Customer Service Rep GA 1-3
(19204N - 19206N)
Contact Information
Contact Name: Robann
Parsons
Contact Email: rparsons2@vcu.edu
