Customer Service Lead

Customer Service Lead

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

About the Job:
The Customer Service Lead is a cross-functional team member responsible for assisting the Bookstore Manager with the daily operations of the assigned bookstore location. This includes cashiering, personnel management, merchandising, and customer service related activities. This position supports our retail efforts to serve customers, resolve and troubleshoot issues. Additional responsibilities include student supervision, training and ecommerce/course materials support. This role is instrumental in Bookstores retail operations, ensuring excellence in customer service and strict departmental compliance. By bridging the gap between administrative tasks and campus retail activity, this role ensures students and faculty have reliable access to all services and materials. This position reports directly to the campus store manager at the respective campus.

Location and Work environment: On-campus, main location in University of Minnesota Bookstores, Crookston, MN with other locations as needed.

Essential Functions of the Position

• Assist in day-to-day operations in various departments and Bookstore locations
• Manage correspondence
• Supervise, train, and coach student employees and staff
• Maintain professionalism with customers, business associates and staff
• Apply strong time management skills
• Demonstrated ability to work within a team to provide exemplary customer service
• Apply strong interpersonal and problem-solving skills

Primary Responsibilities:
40% - Daily Operations

• Assist with day-to-day retail operations within customer service, general merchandise, graduation, course material, loss prevention, and ecommerce departments.
• Assist with store promotions and special events.
• Assist with maintaining product inventory
• Assist with financial reconciliation.

40% - Customer Service

• Respond, troubleshoot and resolve customer inquiries
• Assist in special event management and coordination
• Assist in customer service and sales floor duties
• Maintain accurate customer service procedures
• Foster and build positive relationships internally and externally furthering the University's commitment to diversity, equity and inclusivity

10%-Course Materials Support

• Correspond with departments and instructors regarding course material adoptions
• Assist with Course material returns to publishers
• Assist with general customer course material order fulfillment

5% - Student Support

• Work with the University of Minnesota Bookstore team to ensure departmental coverage and exceptional customer service standards
• Supervise, train, and coach student employees
• Record student attendance and performance issues

5% - Special Projects

• Miscellaneous duties as assigned and assist in all areas as needed

Required Qualifications:

• BA/BS or a combination of related education and work experience to equal four years.

Preferred Qualifications:

• Experience training others and a demonstrated ability to lead.
• 1 year customer service in a retail environment
• Proficiency with Microsoft Office products and Google Software platforms.
• Experience with course materials adoption systems, including Verba Software Suite
• Experience with e-commerce content management systems, including Drupa
• Knowledge of higher-ed course materials business and affordability programs
• Experience with retail store operations

The University of Minnesota Bookstores is committed to supporting student success at University of Minnesota Bookstores. Because the University of Minnesota Bookstores is an independent college bookstore owned and operated by the University of Minnesota, our profits are reinvested back into the campus we serve, providing financial support for facilities and programs that benefit the University of Minnesota students.

Pay Range: $21.00 - $24.00 per hour, depending on education/qualifications/experience

Time Appointment: 80 - 100% (32-40 hours per week) 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

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.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

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

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.

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), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.