Customer Service Lead - Crookston

About the Job

Customer Service Lead – (note: not eligible for H-1B or Green Card sponsorship. Does not offer STEM OPT training.)

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. The role supports 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 Bookstore 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. The 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.

• 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
• Work within a team to provide exemplary customer service
• Apply strong interpersonal and problem‑solving skills

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 equal to 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.

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

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

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

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…