Customer Service Team Lead

2 weeks ago


Denver, Colorado, United States Metropolitan State University of Denver Full time
Customer Service Manager Job Summary

The Metropolitan State University of Denver seeks a skilled Customer Service Manager to join its team. As a key member of the Operations Team in the Office of the Registrar, this role is responsible for providing exceptional customer service to students, parents, staff, faculty, and others.

This position requires a high level of discretion when handling student records under FERPA and involves managing student employment, including hiring and training, troubleshooting issues, and administering customer service.

Main Responsibilities:
* Provide detailed information to resolve student issues and refer them to relevant offices or departments.
* Ensure compliance with University policies and procedures.
* Properly staff the front desk with both student and full-time employees.
* Maintain a welcoming atmosphere for all visitors.

Additional Responsibilities:
* Manage the Academic Records email account.
* Oversee outgoing official transcripts through the Parchment system.
* Process Enrollment Verification requests.
* Recruit and schedule interviews for open student employee positions.
* Train student employees to provide accurate and timely information.

The Customer Service Manager reports directly to the Assistant Registrar of Operations and collaborates closely with the Enrollment Management Call Center to ensure efficient processes and adequate training.

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