Customer Service Manager - VolCard - UTK

Job Overview The Customer Service Manager oversees customer-facing operations and accounting functions related to university identification credentials (VolCard), campus vending services, Vol Dining, and Off-Campus Merchants Program. The role manages a front‑office team that serves as the primary point of contact for students, faculty, staff, and visitors, ensuring high‑quality customer service, operational efficiency, and fiscal accountability. The position focuses on revenue stewardship, promotion of programs, and continuous improvement of services. Responsibilities Supervise, train, schedule, and evaluate front‑office staff. Ensure consistent, professional, and responsive service to students, faculty, staff, parents, and external partners. Establish customer service best practices and procedures. Address and resolve customer concerns, complaints, and escalated issues timely and effectively. Work closely with New Student Orientation to assist with the new student experience. Generate KPI reports based on vending data analytics. Develop and implement promotional strategies for vending services and the off‑campus merchants program. Monitor vending and off‑campus merchant revenue, commissions, and expenses; maintain vendor relationships. Define and achieve financial targets for campus vending; identify ways to expand vending across campus using data analytics to evaluate locations and products. Oversee accounting functions related to the Vol Dining program, including reconciliation, reporting, and internal controls. Ensure daily reconciliation and review ledgers for accuracy before advancing them to senior leadership. Assist with budgeting, forecasting, and financial planning. Ensure adherence to university financial policies, procedures, and audit requirements; allocate resources and procurement planning to ensure fiscal stability. Collaborate annually with Controller's Office on PCI compliance. Design functional specifications for needed VolCard Office software upgrades and enhancements; coordinate new card designs with requesting departments and approve final designs. Author and award RFP and RFQ documents as needed for VolCard Office and campus vending; create and monitor contracts for pricing, supplies, and equipment necessary for credential production; monitor inventory, including audit controls. Collaborate with VolCard Technology Manager to create new CS Gold location groups, new customized dining plans, and new departmental user groups within CS Gold for the VolCard Office. Attend departmental meetings in Director of Operational Services absences. Attend training and conferences necessary for optimization of position. Required Qualifications Education: Bachelor's degree in business. Experience: 5 years of supervisory experience with a strong computer and accounting background. Knowledge, Skills, Abilities: Extensive knowledge in accounting. Proficiency in Excel to create and manage ledgers for daily/monthly reconciliations. Microsoft Access and/or SQL knowledge to compare and locate issues with reconciliations. Commitment to exceptional customer service and student support. Strong organizational and problem‑solving abilities. Preferred Qualifications Education: Bachelor's degree in Management with a strong accounting background. Experience: 5 years of supervisory experience in a campus environment with a strong computer and accounting background; familiarity with Banner and Credential software. Knowledge, Skills, Abilities: Knowledge of key performance indicators (KPIs) and how to create and manage them. Ability to use Power BI and manage reporting tools. SQL knowledge for navigating CS Gold. Skill to manage multiple tasks concurrently. Work Location Location: Knoxville, TN Fully onsite Compensation and Benefits UT market range: MR13 Anticipated hiring range: $85,000–$92,000 #J-18808-Ljbffr