Contracts and Customer Service Manager, USC Housing

Please review the Affirmative Action and Equal Opportunity Plan page for more details regarding your rights and obligations as a job candidate.

USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day.  Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

USC Housing, a division of USC Auxiliary Services, hosts more than 9,000 students, athletes, faculty, and staff throughout the year in over 50 properties on and off campus. Housing meets the challenge of inviting students into our Trojan family by making them feel comfortable, safe and welcome. We boast top-notch amenities including comprehensive recycling programs, simplified online repair requests, and more. Serving our students’ well-being is the reason that we are here and we share the same vision and excellence that they do.

We are seeking a Contracts and Customer Service Managerto join our rapidly growing team.

The Opportunity:

The Contracts and Customer Service Manager manages the daily operations of HSO including staff supervision of Customer Service Representatives and students.  Responsible for resolving customer complaints in a timely manner; oversight of assignment quality control and administrative duties.

The Accountabilities:

• Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor.

• Directly or indirectly supervises department employees and/or student workers, usually through one or more supervisors. Performs recruitment, screening, hiring, orientation and training of department staff. Evaluates employee performance and provides guidance and feedback. Counsels, disciplines or terminates employees. Resolves problems referred by subordinate supervisors or staff. Oversees processing of time cards and delivery to payroll.

• Participates in planning and administration of department budget. Provides projections and reports at least monthly for development and administration of budget. Monitors expense and labor costs to meet budget guidelines. Administers the maintenance of accurate records.

• Opens and/or closes department. Directs staff in ensuring that department is neat, orderly and sufficiently stocked. Oversees physical inventory and the security of the department. Arranges for repair or maintenance of equipment or facility.

• Ensures that customer needs are being met by staff in a timely, professional manner. Coordinates with other departments as needed to provide customers with the highest, most rapid level of service possible. Resolves difficult customer problems. Informs Director of customer issues, suggestions or requests.

  Researches, develops and implements policies and procedures to improve the operations of the department.

• Participates in planning, implementing and administering communications programs within the department as assigned. Schedules and conducts staff meetings as least monthly and individual meetings within department to facilitate attainment of department objectives.

• Plans and administers special department or University events and assigns or performs supervision of staff during events. Coordinates with Marketing Department for effective marketing and advertising of department products and promotions.

• Maintains a thorough understanding of all departmental and University policies and procedures, as well as applicable government and industry standards, and ensures adherence to them

• Participates in strategic planning for department or section. Provides input and assists in developing goals and objectives. Participates in planning and implementing department programs, projects and activities. Administers programs and projects as assigned.

• Advises all levels of faculty and/or staff regarding purchase and supply requirements, specifications, quantity and quality of merchandise and delivery needs. Assists in obtaining proper specifications, quotations, delivery terms and costs. Explores and recommends alternatives to save money or improve delivery.

• Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with University Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of University's crime prevention and suppression programs and services. Ensures dissemination of security related information to staff.

• Participation in emergency response activities.

• Administers maintenance of accurate records such as email, call logs and variable reports.

• Assists with Starrez maintenance, assignments, contracting, special group projects, quality control of records and inventory.

• Serves as department liaison in absence of Assistant Director and Director.

• Serves on committees and at meetings representing area, department and University.

• Assists with development and implementation of SOP’s for area in customer service, occupancy discrepancy, reassignment process, clerical and administrative needs.

• Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

The Qualifiers:

• Minimum Education: Bachelor's Degree. Combined experience/education as substitute for minimum education.

• Minimum Experience: 3 years management experience. Combined experience/education as substitute for minimum experience.

• Minimum Field of Expertise: Managerial and purchasing experience in similar type of division. Proficiency in AIS and SIS systems.

• Valid CA driver's license required. Position will participate in the Department of Motor Vehicles (DMV) Pull Notice System. A copy of DMV record will be required as a final condition of employment. For more information please visit thepolicy website.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

What We Prefer:

• Preferred Education: Related graduate degree.

• Preferred Experience: 5 years preferred.

• Preferred Field of Expertise: USC experience in similar type of division.

The Trojan Family Rewards:

We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit http://benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity, equity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The annual base salary for this position is$66,560.00 - $70,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.