Virginia Commonwealth University's (VCU) School of Social Work has an exciting opportunity for a Customer Service & Operations Lead position!

Position Overview
The Customer Service & Operations Lead will serve as the primary point of contact for students, faculty, staff, and visitors for VCU's School of Social Work. This position plays a critical role in ensuring the smooth daily operation of the School's front office while delivering exceptional customer service and administrative support.

The Customer Service & Operations Lead is responsible for managing front-office operations, coordinating facility and administrative processes, supervising student workers, and supporting special events and meetings. The ideal candidate is highly organized, professional, proactive, and capable of managing multiple priorities in a fast-paced academic environment.

This position reports directly to the Senior Executive Assistant and serves as a key member of the School's administrative support team.

Duties & Responsibilities
Duties and responsibilities of the Customer Service & Operations Lead include, but are not limited to:

Customer Service & Front Office Operations

• Serve as the first point of contact for students, faculty, staff, alumni, community partners, and visitors.
• Deliver outstanding customer service through in-person, phone, and electronic communications.
• Respond to inquiries promptly and professionally, utilizing a first-contact resolution approach whenever possible.
• Direct visitors and callers to the appropriate offices, departments, and resources.
• Ensure a welcoming, inclusive, and professional environment for all individuals interacting with the School.

Operational & Administrative Support

• Oversee daily front-office operations, including administrative and building-related functions.
• Maintain personnel contact information, employee directories, and distribution lists.
• Coordinate meeting room scheduling and monitor room reservations.
• Provide backup administrative support as needed across the School.
• Assist with office procedures and operational improvements to enhance efficiency and service quality.

Student Worker Supervision

• Support the recruitment, onboarding, training, and scheduling of student workers.
• Monitor and guide student employees to ensure excellent customer service standards are maintained.
• Provide ongoing coaching and oversight to support successful front-desk operations.

Event & Facilities Support

• Assist with planning, coordinating, and setting up meetings, workshops, and special events.
• Collaborate with faculty and staff to ensure logistical needs are met for School activities.
• Support facility management functions and communicate operational needs appropriately.

Qualifications

Minimum Qualifications

• High school diploma or equivalent.
• Four to five years of relevant professional experience in customer service, office administration, operations, or a related field.
• Demonstrated success providing exceptional customer service in a fast-paced, high-volume environment.
• Experience managing multiple phone lines and responding to inquiries.
• Proven ability to manage competing priorities while maintaining accuracy, professionalism, and responsiveness.
• Strong verbal, written, and interpersonal communication skills.
• Intermediate proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Experience using scheduling, appointment management, or calendar coordination software.
• Ability to work independently while collaborating effectively within a team.
• Exceptional customer service and relationship-building skills.
• Strong organizational and time-management abilities.
• Attention to detail and commitment to accuracy.
• Ability to exercise sound judgment and maintain confidentiality.
• Problem-solving skills with the ability to independently resolve routine issues
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

• Experience working in higher education, healthcare, nonprofit, or public-sector environments.
• Previous experience supervising, mentoring, or coordinating student workers or support staff.
• Familiarity with event planning and facilities coordination.
• Experience working with customer relationship management (CRM) or enterprise administrative systems.

Benefits: All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

Position Details
Salary Range: $45,000 - $50,000
FLSA Exemption Status: Non-Exempt
Hours per Week: 40
Restricted Position: No
ORP Eligible: No
Flexible Work Arrangement: 100% On-Site
University Job Title: Senior Customer Service Rep GA 1-3 (19204N - 19206N)

Contact Information
Contact Name: Robann Parsons
Contact Email: rparsons2@vcu.edu