Customer Service Supervisor

Universities of Wisconsin•Menomonie, WI

1d•Onsite

About The Position

The Customer Service Supervisor position at one of the Universities of Wisconsin is responsible for directing and auditing customer service operations to ensure service standards and compliance requirements are met. This role oversees debit account and credential programs, provides leadership, training, and performance management for student employees. Key responsibilities also include developing and supporting communication and customer education strategies, as well as assisting with operational planning, continuous improvement, and maintaining the integrity of financial controls. The position requires occasional early morning, evening, or weekend hours as operational needs dictate. The Campus Card Office (CCO), where this role is situated, serves as the primary contact for campus credential and debit account services, offering both online and in-person support. CCO manages the Campus BlueCard program, encompassing physical ID cards, mobile credentials, and campus debit account management, ensuring secure and reliable access to campus services for students, staff, and faculty. The office also plays a crucial role in guiding and supporting student employees who are vital to delivering exceptional customer service and sustaining daily operations.

Requirements

Minimum of one year of related professional work experience in customer service, office operations, retail, financial services, or similar administrative environment.
Knowledge of cash handling, and basic financial transaction processing.

Nice To Haves

Associate degree or higher by the start of employment.
Experience using computer software including Microsoft Office (Word, Excel, Outlook) and general office technologies.
Strong customer service and interpersonal skills, including the ability to professionally resolve complaints and interact effectively with students, faculty, staff, and the public.
Effective written and verbal communication skills.
Demonstrated attention to detail.
Ability to work collaboratively as part of a team while independently managing assigned responsibilities.
Experience with point-of-sale (POS) systems, transactional software, or card/credential management systems.
Experience troubleshooting basic software and hardware issues.
Experience with mobile devices.
Experience training, supervising, or leading student employees or front-line staff.
Experience developing or following office procedures and documentation.
Ability and willingness to learn and adapt to new technologies, systems, and software applications.

Responsibilities

Direct and audit customer service operations to ensure service standards and compliance requirements are met.
Coordinate and oversee the daily workflow of Campus Card operations, ensuring services are delivered consistently, efficiently, and in alignment with institutional customer service expectations.
Collaborate with the Director of Campus Card to develop, implement, document, and regularly update operational policies, procedures, and service standards governing front-office operations and transactional services.
Audit transactions, adjustments, identity verification practices, and account activity to ensure financial accuracy, regulatory compliance, and proper safeguarding of institutional assets.
Monitor service performance trends, peak service demands, and operational bottlenecks; implement corrective actions and workflow improvements to enhance service efficiency and customer experience.
Develop operational work plans and staffing coverage models for high-volume service periods including orientation, move-in, and the beginning of academic terms.
Maintain comprehensive operational documentation and provide advanced decision-making support in complex service situations, escalations, and exception handling.
Provide administrative and programmatic support to the Director of Campus Card & Student Life Services Technology in implementing service initiatives and operational improvements.
Oversee administration of campus debit accounts and dining plan selections for each academic term while verifying enrollment status and eligibility requirements.
Perform ongoing account maintenance including updates, plan changes, balance corrections, and system record adjustments.
Process account transfers and closures for students leaving housing or the university and coordinate required documentation.
Process refunds, waivers, and exception requests in accordance with institutional policy and approval authority.
Conduct end-of-term reconciliation of accounts and balances to ensure financial accuracy and proper reporting.
Monitor reconciliations, system reports, and allocation chargebacks; prepare financial usage and activity reports to support operational and budget decision-making.
Establish and maintain internal financial controls, collaborate with Cash Management, and coordinate departmental billing and chargeback processes to ensure accurate and compliant financial operations.
Maintain system records by performing enrollment updates, processing deposits, coordinating special event transactions, and ensuring accurate integration of dining, housing, and departmental service charges.
Administer issuance and replacement of physical university ID cards including identity verification, photo capture, print production, fee processing, and activation of card privileges.
Administer mobile credential provisioning, including troubleshooting issues across supported mobile platforms.
Coordinate ID card production and distribution for new student orientation programs including scheduling photo sessions and preparing bulk issuance workflows.
Coordinate credential services for online and distance learners including remote identity verification and delivery procedures.
Administer departmental and specialty card programs including badges, passes, and other authorized credentials.
Research and resolve customer door access issues by reviewing permissions and system logs, coordinating with campus partners, and communicating outcomes to the customer.
Maintain operational readiness of card printers, encoding equipment, and credential production supplies including inventory monitoring and ordering.
Administer specialty card programs (key cards, badges, passes, copy cards), process departmental chargebacks, and maintain card design standards and functionality.
Recruit, hire, schedule, supervise, and evaluate student employees to maintain adequate staffing levels aligned with operational demand.
Provide ongoing coaching, performance feedback, and corrective guidance to ensure consistent adherence to customer service and operational standards.
Develop and deliver comprehensive training programs covering transactional systems, credential production, financial handling, and customer interaction procedures.
Maintain procedural manuals and training documentation while identifying and facilitating ongoing staff development opportunities.
Represent the Campus Card Office on orientation planning committees to ensure service readiness and integration into onboarding processes.
Present at orientation programs, international student sessions, resource fairs, Preview Days, and Admitted Student Days to educate campus stakeholders on services and policies.
Advise students, families, and departments regarding dining plans, account usage, and service policies while resolving complex customer service inquiries.
Administer employee payroll deduction participation including enrollment management and processing deposits into faculty and staff campus debit accounts.
Develop, update, and maintain informational materials, marketing content, and communication resources to ensure accurate understanding of Campus Card programs.
Coordinate with Continuing Education and International Education offices to support credential issuance and resolve service issues for specialized student populations.
Collect customer feedback and recommend service enhancements to improve the overall user experience.
Review operational data and service trends to recommend program improvements and efficiency enhancements.
Participate in committees, professional development activities, and campus collaborations to support service alignment and innovation.
Support search and screen committees for academic and university staff as Recruiting/Search coordinator for Student Life & Services as departments’ needs arise.
Maintain records management and filing systems to ensure secure and accessible documentation of transactions and procedures.
Maintain an efficient filing system utilizing Perceptive Content for secure storage and retrieval of customer and financial documents.
Attend webinars and on-campus training classes.
Perform special projects and other duties as assigned in support of departmental and divisional goals.
Provide operational expertise and consultation for new initiatives impacting Campus Card services.