Job Title: Customer Service Coordinator – Bookstore
Classification: C3
Department: Bookstore
Updated: January 2019

Job Summary

Coordinate cashiering and service desk functions and provide clerical support for the bookstore. Assist bookstore manager in organizing information, making appointments, and allocating resources.

Essential Functions:

• Assist customers in person and on the telephone. 
• Hire, train, schedule and supervise student and temporary cashiers and service desk employees.
• Maintain change fund in cash drawers and supervise cashier reconciliation after each shift.
• Supervise operation of store switchboard and refer calls to appropriate department.
• Supervise bookstore service desk and assist customers with returns or exchanges.
• Greet visitors and callers for store manager.  Assist, refer, or take messages as appropriate.
• Monitor store security and notify campus safety and supervisor of suspected incidents of retail fraud.
• Maintain student employee records: process and sign time cards, record training and payroll records, authorize and terminate students from payroll, and distribute pay checks.
• Coordinate temporary employees: make contacts, do initial scheduling, and make referrals to department supervisors.
• Maintain clean and organized register area: stock bags, register tape and supplies.
• Establish and maintain filing and record keeping systems for store manager and department.
• Maintain department inventory of supplies, forms, stationery, etc.
• Prepare requisitions and approve invoices for items purchased.
• Coordinate Bookstore calendar.
• Coordinate daily book-buy-back.
• Monitor supply of gift cards and purchase as needed.
• Coordinate advance textbook orders.
• Order graduation announcements.
• Order regalia for faculty and students.
• Other related duties as assigned.

Non-Essential Functions:

• Review donation requests and allocate donations based on established criteria and in consultation with store manager.
• Order postage stamps and maintain inventory for resale.
• Schedule room reservations for department meetings.
• Make department travel arrangements as required.
• Perform duties associated with bookstore opening and closing and oversee entire bookstore operation on selected evenings and weekends as required by rotating schedule.

Required Qualifications:

• High school graduate or equivalent.
• Minimum of three years of relevant work experience.
• Demonstrated experience to successfully work under pressure and meet deadlines. 
• Demonstrated experience to successfully maintain positive intercultural and interpersonal relationships.
• Demonstrated experience to successfully operate office equipment.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Possess strong verbal and written communication skills.
• Typing and spelling competency.
• Demonstrated experience to successfully to use various computer software applications.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Demonstrated experience to successfully perform mathematical calculations with speed and accuracy.
• Excellent grammar and proofreading skills.
• Willingness to work flexible schedule with some evening and weekend hours.

Preferred Qualifications:

• Some college course work.
• Higher education experience.
• Supervisory experience.
• Some experience in a retail shipping/receiving environment.
• Familiarity with college store database management systems.
• Familiarity with materials handling equipment and procedures.

Supervision Received:

Receives supervision and work assignments from a designated supervisor, although other staff members in the unit may provide work direction.

Supervision Exercised:

Hire, train, supervise, schedule and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.

Physical Demands:

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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