Customer Service Coordinator

University of Minnesota; Minneapolis (MN); Hybrid; USD 61,000 - 69,000; Full time

Benefits offered by this job

Competitive wages

Paid holidays

Education benefits

Healthcare plans

HSA contributions

Life insurance

Employee wellbeing program

Retirement plans with employer contrib

PSLF opportunity

Financial counseling services

Transit benefit

Job summary

University of Minnesota is seeking a Customer Support Coordinator to serve as the first point of contact for University Services customers. This role acts as the call center hub, swiftly connecting customers to the right resources across campus and maintaining detailed records in multiple systems.

Responsibilities include handling inquiries, documenting requests, and promoting high standards of customer service while supporting quality control and data reporting efforts in a hybrid work

Qualifications

• High School Diploma/GED and five years related work experience.
• Experience in a fast-paced environment with multi-tasking and priority shifts.

Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system following procedures.
• Provide accurate information about services, closures, timelines and policies.
• Troubleshoot and resolve customer concerns and escalate complex issues.
• Document requests and maintain records in systems (TDX, TRIRIGA).
• Collaborate with team to improve service delivery.
• Manage and maintain operational information for reporting and quality control.
• Analyze data to support customer satisfaction and ensure timely resolution.
• Promote a culture of quality service and respectful workplace interactions.

Skills

Call center experience

University setting experience

Gmail

Google Workspace

Communication skills

Data analysis

Customer service

Education

High School Diploma/GED + 5 years experience

Coursework in related field may substitute

Tools

TDX

TRIRIGA

Job description

Apply for Job

Job ID: 375877

Location: Twin Cities

Job Family: LR-Clerical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Job Code: 1897

Employee Class: AFSCME Unit 6 - Clerical

About the Job

Background

University Services creates and sustains a physical environment and service culture supporting and advancing the teaching, research, and outreach mission of the University of Minnesota. We are the people behind the scenes that help make the University work each and every day... shoveling snow, serving food, heating buildings, renovating facilities, housing students, and planning for the future of our campuses. Our mission is to create places and experiences that inspire people to learn, discover, live and work at the University of Minnesota.

The Customer Support Coordinator serves as the first point of contact for University Services customers accessing services across campus. This role will serve as the call center hub for University Services, ensuring customers are connected quickly and accurately to the right resources.

Responsibilities

60% Customer Operations Support

• Respond to customer inquiries via phone, email, and within ticketing system in a timely and professional manner following standard procedures.
• Provide accurate information about services, closures, timelines and policies.
• Troubleshoot and resolve customer concerns and elevate complex issues to appropriate personnel.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Accurately document requests and maintain detailed records in various computer systems. (e.g. TDX, TRIRIGA, etc.)
• Collaborate with team members and other departments to improve service delivery.

40% Customer Insights & Analytics

• Manage and maintain operational information including records, databases and documentation for reporting and quality control.
• Analyze data to support and maintain customer satisfaction.
• Actively promote and ensure a culture of quality customer service and respectful workplace interactions.
• Ensure that complaints are resolved in a timely manner and individualized service is provided within current department and University policies.
• Partner with leadership to implement quality control procedures and performance measures to ensure a high level of customer service.
• Participate in efforts to implement and enhance University Services programs, initiatives, and projects.
• Ensure compliance with established standards, maintain discretion and confidentiality.
• Coordinate information flow to team and customers to ensure they are aware of project/program impacts. Examples include facility maintenance schedules, structural repair, construction impacts, etc.
• Identify, monitor and track issues and concerns.

Work Environment & Schedule

Work is performed in the office with the opportunity for hybrid/remote work.

Schedule: Monday - Friday 8:30 AM - 5:00 PM

Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.

Qualifications

Minimum Qualifications

• High School Diploma/GED and five years related work experience. Coursework in a related field may substitute for some years of experience.
• Experience working effectively in a fast-paced environment, including the ability to multi-task and reprioritize tasks to meet job expectations and service goals.

Preferred Qualifications

• Call center, front desk, or admissions experience.
• Experience at a university or a campus setting.
• General knowledge of the Google platform, including Gmail.
• Willingness and ability to cross train and assist in other service areas as assigned.
• Knowledge of database and business application systems. (e.g TDX and TRIRIGA )

Knowledge, Skills and Abilities

• Knowledge of computerized management systems and Microsoft Office products
• Excellent communication and customer service skills. Effective public contact skills, both in person and on the telephone. Positive team attitude.
• Ability to prioritize work in a multi-tasking environment. Ability to solve problems and probe for more information from customers.
• Ability to gather, analyze and report information.
• Maintain poise and effectiveness when addressing difficult individuals or high-pressure circumstances.
• Strong interpersonal skills. (Is courteous, respectful, trustworthy, and has a strong work ethic)
• Using resources wisely, including supplies, downtime, and computers/internet.

Pay and Benefits

Pay Range: $61,000 to $69,000 annually; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About University of Minnesota

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation’s most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023, 2025, 2026), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.