Assistant Service Center Manager

Cornell University•Ithaca, NY

9d•Onsite

About The Position

Student & Campus Life (SCL) inspires transformation in all Cornell students on their journey of individual, academic, and personal evolution. Our division is comprised of leading student affairs experts who support our campus on pressing student life matters, including public service, health, wellbeing, connection and belonging, residential living, food services, sports, recreation, career services, and student activities and organizations, including sorority and fraternity life. We provide support and services to roughly 25,000 undergraduate, graduate, and professional students on multiple campuses in the U.S. and abroad. As a part of the Campus Life Enterprise group, the Conference and Event Services (CES) supports the planning and execution of high-volume conferences and special on-campus events, ranging from small meetings to large university-wide events. This team is driven by a passion for attention to detail, providing an excellent guest and user experience, and working collaboratively with a very broad range of university constituents to ensure operational coordination and delivery. In support of the Service Center Manager, the Service Center Assistant Manager provides daily supervision and oversight for one of the largest service centers on Cornell’s North Campus, serving as a hub for mail/package services, key disbursements and issues, or a general repository for questions or concerns from a broad range of constituency groups (students, faculty, staff alumni, or other distinguished guests). Serving as the main point of contact for the North Campus Service Center, this role is responsible for ensuring the execution of critical daily administrative and clerical processes is complete in line with appropriate federal, NYS, and University laws and policies, while also ensuring excellent customer service through effective leadership of a multi-dimensional team consisting of full-time, temporary, and a large number of student staff. Through collaboration with the Service Center Manager and a variety of university partners, this role will regularly support decisions and implement effective solutions to continually address the Service Center's user satisfaction. While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.

Requirements

Associate’s degree plus at least 2 years of experience in Hospitality, Business Management, or relevant experience managing a front-facing customer service operation, including at least one year of proven experience leading an active multi-functional operation, or an equivalent combination or education and experience.
Proficiency with standard office computer applications, including Microsoft Office Suite.
Demonstrated skill in understanding cultural differences.
Must be available to work varied and extended hours, including nights and weekends, and some holidays.

Nice To Haves

Experience working in a Higher Education environment.
Actively participating on cross-functional committees supporting departmental objectives, policies, standards, and procedures.
Working knowledge of various software systems, such as StarRez, EShop, Micros, and SharePoint.

Responsibilities

Provides daily supervision and oversight for one of the largest service centers on Cornell’s North Campus.
Serves as a hub for mail/package services, key disbursements and issues, or a general repository for questions or concerns.
Ensures the execution of critical daily administrative and clerical processes is complete in line with appropriate federal, NYS, and University laws and policies.
Ensures excellent customer service through effective leadership of a multi-dimensional team consisting of full-time, temporary, and student staff.
Supports decisions and implements effective solutions to continually address the Service Center's user satisfaction.
Fosters a culture of belonging and a healthy work environment by communicating across differences, being cooperative, collaborative, open, and welcoming.
Shows respect, compassion, and empathy; engages and supports others regardless of background or perspective.
Speaks up when others are being excluded or treated inappropriately.
Supports work/life integration of oneself and others.