Customer Service Supervisor

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Summary

The University of Michigan Logistics, Transportation & Parking (LTP) is seeking a Customer Service Supervisor within the Fleet Services Office.

This position oversees the rental operation, new vehicle delivery and processing, vehicle disposal, and manages the campus fuel sites for LTP Fleet Services. The candidate must adhere to a high standard of personal and professional conduct, and possess a dedication to excellent customer service, interpersonal skills, and an ability to interact with a diverse customer population.

Responsibilities*

• Oversee the rental vehicle operation including supervision of the customer service representative and service station attendants.
• Maintain fleet and rental management software systems to reflect new vehicle issuance, vehicle movement, and customer-requested changes to ensure all systems are current and up to date. Verify the accuracy of lease billing each month.
• Liaison with vehicle providers for delivery, payment, and verification that the vehicle meets order specifications.
• Process all new vehicle deliveries and work with leasing departments on lease, signage, parking, and vehicle changeover.
• Coordinate and oversee vehicle disposal through online auction service. Prepare documentation and titling for vehicle sales. Ensure that all vehicles are prepped and ready for disposal.
• Manage fuel operations at the campus fuel sites and coordinate deliveries, repairs, maintenance, testing, and inspections.
• Assist customers via online request, phone, email, and in-person interaction.
• Provide exceptional service & build rapport with customers from all backgrounds and across all levels at the University.
• Answer questions related to LTP operations including but not limited to vehicle and operator use, licensure, parking, maintenance schedule, fuel operations, policies, procedures, and billing.
• Cover for Fleet Manager during absences.
• Address emergent customer service issues during off-hours.
• Additional tasks that leadership may assign.

Required Qualifications*

• High school diploma or equivalent
• Minimum of three years of professional experience to include customer service experience.
• Prepare and pass testing for LARA Class B Operator designation within 6 months of hire.
• Software experience with Microsoft Office Suite (Word, Excel, Access, and PowerPoint)
• Excellent phone demeanor with the ability to speak in a clear, professional, courteous manner and the ability to think on your feet.
• Excellent written and oral communication skills while responding to customers expediently and accurately.
• Attention to detail as well as sound judgment and the ability to problem-solve effectively within appropriate guidelines and parameters.
• Highly developed organizational skills, along with experience and competence in utilizing and leveraging technology.
• Be an active team player with the ability to work independently.
• Possess strong prioritization skills, and the ability to handle multiple responsibilities in a fast-paced environment and demonstrate problem-solving skills both individually and collaboratively.
• Ability and willingness to learn quickly, adapt to changes, and troubleshoot/foresee potential problems.
• Communicate respectfully with coworkers.

Desired Qualifications*

• Minimum of three years supervisory experience
• College degree in business, transportation, or related field
• Knowledge of the University of Michigan, LTP Services such as fleet, bus routes, parking, etc.
• Working knowledge of relational database software systems such as AssetWorks Fleet & Fuel Focus, and Agile Fleet.
• Software experience with Microsoft Access and PowerPoint, and Google Suite including email, drive, docs, sheets, etc.
• Minimum of three years supervisory experience
• Knowledge of University of Michigan policies and procedures.

Work Schedule

Full time 40 hours per week position with work hours Monday - Friday from 8:00 am - 5:00 pm.

As an exempt employee and due to the nature of this position, working after hours might be needed as well as responding to emergent customer service issues during off-hours.

Additional Information

Facilities and Operations is a positive organization dedicated to the principles of being respectful, collaborative, solutions-based, and proactive.

Facilities and Operations seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning. 

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.