Title and Standard Job Description Library

• Job Summary: The job summary is a brief statement explaining the primary functions of the job, including its main purpose and overall goal.
  Oversees customer services and/or retail programs and operations including the implementation of operational procedures and proper staffing to ensure effective customer service and achievement of overall unit goals.
• Job Responsibilities: Job responsibilities are the core job duties that people in this job usually perform.
  • Directs and audits customer services and/or retail program operations to ensure customer service objectives are met
  • Implements operational procedures, methods, and policies to achieve established goals, meet compliance requirements, and ensure effective service
  • Develops and schedules unit operational work plans
  • Provides operational and strategic guidance to all unit staff
  • Identifies, develops, and facilitates staff training opportunities
  • May create and monitor the unit operating budget and approve expenditures
• Education: Education describes the minimum level of education that people in this job usually have. Education that is a preferred minimum is recommended for this job but not required. Relevant work experience can satisfy preferred minimum education. A hiring manager may include additional education requirements when recruiting for a position.
  Bachelor's Degree Preferred Minimum
• FLSA Status: Federal regulations determine Fair Labor Standards Act (FLSA) status. Employees who are non-exempt receive overtime pay when they work more than 40 hours in a week. Employees who are exempt do not receive overtime pay when they work more than 40 hours in a week.
  Exempt
• Institution Job: A job that has primary responsibilities that impact the majority or the entirety of the institution, or has significantly larger scope than the school/college/division in which it resides, and typically contains “(Inst)” in the job title or mentions “institution” or “enterprise” in a standard job description.
  No
• Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees: The supervisor directly oversees the equivalent of at least 2.0 FTE employees or indirectly oversees one or more supervisors. The supervisor has the authority to hire, transfer, suspend, promote, manage conduct and performance, discharge, assign, reward, and discipline employees. The supervisor typically reviews the work of employees and may approve employee timesheets.
  No
• Employee Category: Each employee category is unique in type of work performed, job security, benefits package, and/or ability to organize unions. Assignment to an employee category is based upon job title. Refer to the UW–Madison Employment Categories policy for more information.
  Academic Staff
• Scaled Job: Jobs with the same title may have a different scope of work based on the school, college, or division where the work is performed. Scaling recognizes these differences based on the scope, impact, and complexity of the work performed. A scaled job title has multiple salary grades to align with market data. Learn more about job scaling.
  No
• Salary Range (Annual): Jobs in the same salary grade have similar pay in the market. Each salary grade has a salary range that includes a minimum and a maximum. A job is paid between the minimum and maximum of its salary grade. Learn more about UW's salary structure.
  21: $56,112-104,368
• Job Code: A job code identifies jobs in the university’s human resources system.
  DS015: Customer Service Manager

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

• Knowledges: Understanding of concepts.
  Learn more about knowledges and skills.
  • Administration and Management
  • Administrative
  • Computers and Electronics
  • Customer and Personal Service
  • Personnel and Human Resources
• Skills: Capabilities and proficiencies developed through training and experience. Learn more about knowledges and skills.
  • Active Listening
  • Coordination
  • Monitoring
  • Reading Comprehension
  • Social Perceptiveness