Campus Services Supervisor

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $68,000 - $78,000

Position Summary

Reporting to the Director of Campus Services, the Campus Services Supervisor will be responsible for the overall management of the day-to-day operations, direction, and vision for the CUIMC (Columbia University Irving Medical Center) Housing Services Mailroom, and the CUIMC Central Mailroom, serving 1,400 residential students and the various academic offices and departments on the campus. The Supervisor will be responsible for mailroom activities including, but not limited to, the flow of outbound mail and notification letters, processing returned mail, working closely with the local Post Office/delivery vendors to ensure protocols are being followed, logging and scanning mail and packages, and overseeing payroll, overtime, and supply budgets. Additionally, the supervisor will provide support to the Director in managing customer service functions of campus parking including processing new applications for parking, approving guest parking requests, and maintaining data reporting of parking usage as needed. The supervisor will also participate in long-term planning for campus services and will be expected to partner with the Director in advancing goals and updated service delivery.

Responsibilities

Mailroom Operations (60%)

• Create vision and direction for mailroom/package center operations and a prominent level of customer and quality service.
• Manage and lead a team of 7-9 mailroom assistants (Local 2110 Union). Provide guidance, support, and professional development to staff to ensure team productivity and efficiency.
• Responsible for the hiring, training, evaluation, and performance of staff.
• Oversee the mailroom operation staffing schedule and be familiar with collective bargaining agreement of Local 2110.
• Oversee and manage the mailroom/package centers CRM system (SC LOGIC) to ensure that utilization of the system is at its fullest capability for tracking mail/packages in and out of the center, ensuring full-scale customer service automation, and becoming familiar with the back-end system for proper functionality and a streamlined experience for customers
• Oversee the technology, management, and assignment/communication of the overnight package locker systems across the campus
• Handle all communications, marketing, and correspondences (email, phone, presentations, etc.), and meetings with students/offices/academic departments related to the central and residential mailrooms.
• Implement communication plan, including templates for campus communication using email and text alert software to notify clients of mail and parcels received and ready for pick up, including reminders, standard email templates, etc.
• Partner with various offices to ensure their mail/package needs and deliveries are being met, including delivering office mail to them daily, if needed.
• Develop rapport with Columbia Campus Services on the Morningside campus as well as the local Post Office and various delivery vendors to streamline systems and ensure a seamless experience and ensure consistent and efficient mailroom practices
• Maintains weekly data reporting on mailroom usage statistics and prepares reports
• Main

Campus Parking (30 %)

• Maintain records for the daily operation of Campus Parking at 100 Haven, ICRC, Russ Berrie/SON and Lasker parking lots, including monthly financial reporting
• Support the Director of Campus Services in the management of customer service for the office
• Manage the intake of new parking applications and provide support for approvals for daily guest parking and
• Review monthly reports of infractions or violations by authorized parkers and unauthorized parkers; develop communication to parkers who are non-compliant with parking rules.
• Maintain weekly data reporting on the parking usage and prepare reports as needed for SP+, the parking vendor

Campus Services (10 %)

• Develop and manage customer service initiatives within the central office including internal and external concerns via phone, email, or walk-in process.
• Provide information to campus clients relating to Campus Services procedures and policies.
• Collaborate with the divisional marketing office on all printed, digital, promotional, marketing, and communication campaigns.
• Develop and maintain social media campaigns on all departmental platforms
• Provide innovative ideas and strategic thinking to improve current Campus Services processes
• Attend various department, division and university meetings regularly and complete all necessary compliance training.
• Participate in long-term project planning and stay abreast of changing business practices and norms across various functional areas.
• Assist with divisional and campus wide events as needed

The position will have some evening and weekend schedules as needed. In addition, the mailroom/package center has various black-out periods of no vacation time (August and September, weeks leading to and around various high demand holiday/expecting of large volumes of deliveries). In addition, the supervisor should have the ability to lift heavy items (20 - 30 pounds) and be comfortable with long hours of standing, moving/walking, and lifting during the assigned work hours.

Minimum Qualifications

• Bachelor's degree. 3 years of work experience (including supervisory experience) in a related field (mailroom operations, housing and residence life, higher education, business management, etc.).
• Familiarity with working with union staff, collective bargaining units and human resources. Experience with customer service and quality service initiatives.
• Experience with professional development, conflict resolution, crisis management and training programs.
• Ability to collect and analyze data and assessment practices and apply it to the department's needs.
• Strong organizational skills, ability to manage multiple tasks, including effective time management and prioritization capabilities
• Ability to deal effectively with a diverse population.
• Experience and comfort with technology/computer software

Preferred Qualifications

• 3-5 years of work experience (including supervisory experience) in a related field (mailroom operations, housing and residence life, higher education, business management, etc.).
• Significant professional experience with supervising and managing full-time, union staff.
• Technical competence and experience with SC LOGIC, StarRez, and Microsoft Office, social media sites, etc.

Other Requirements

Due to Campus Services being a continuous operation on the CUIMC campus, this position is considered an essential employee and will be expected to be on site except for University holidays. In the event of severe weather or emergency situations, the university may suspend classes or close the university, this position would be expected to remain at or report to their facilities as soon as conditions permit.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.