General Information

Vacancy Open to All Candidates Employment Type Permanent - Full-time If time-limited, note appointment end date Hours per week 40 Months per year 12 Position Number 007749 NC Salary Grade Equivalency GN07 Classification Title University Program Specialist - Contributing Working Title Operations & Client Services Specialist Salary Range $36,381 - $50,000 Anticipate Hiring Range $36,381 - $44,000 FLSA Status Non Exempt Division Academic Affairs Department School of Professional Studies Work Unit SPS-Administration Work Schedule
7:00 am - 4:00 pm, Monday - Friday with occasional evening and weekend hours required to accommodate operational and/or event needs.

This is a face-to face position located at The Dubois Center at UNC Charlotte Center City, and involves face-to-face interactions.
Primary Purpose of Position
The Operations and Client Services Specialist at The Dubois Center combines operational efficiency with client satisfaction. This position manages the 1st floor and lobby reception area of the building, supervising student and temporary staff, creating staffing calendars, and ensuring exceptional customer service for an operation spanning seven days a week with extended hours. The Specialist enhances client experiences, builds strong relationships, and addresses inquiries as the primary contact for all guests as they enter The Dubois Center. Responsible for managing multiple tasks and projects, supporting event management during busy times, overseeing the activation of the lobby area for changing daily needs and priorities, and working with and in collaboration with all building staff. Handles a large number of visitors and high-profile clients, often working and collaborating with Police and Public Safety. Responsibilities include direct client interaction, problem-solving with accuracy and efficiency, strategic input, mentoring and training temporary and student staff, building operational knowledge, responding to emergencies and working with leadership to ensure client expectations are met at all times.

Other assigned duties may include working on special projects such as managing The Dubois Center webpage to keep all information up to date on policies and procedures, issuing and managing VIP parking requests and spaces, and working with the Marketing and Communications team to provide relative up to date information on building activities for marketing and promotional purposes happening on the 1st floor.
Minimum Education/Experience
Required Minimum Qualifications:

Bachelor's degree and one year of experience related to the area of assignment; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

University Preferred Qualifications:
Graduation from a four year college or university and one year of program associate experience; or an equivalent combination of training and experience.
Essential Job Duties
The Dubois Center at UNC Charlotte Center City is seeking a dedicated and dynamic Operations and Client Services Specialist to join our team. This multifaceted role combines operational efficiency with a strong focus on client satisfaction, ensuring the smooth and effective management of the 1st floor and lobby reception area. This position makes a significant impact on client/guest/student experiences while overseeing the operational efficiency of the 1st floor and lobby area. We are looking for a proactive and dedicated professional with a passion for client service and operational excellence to include the following:

Key Responsibilities:

• Manage Lobby and Reception: Oversee the daily operations of the 1st floor and lobby reception area, ensuring a welcoming and efficient environment for all guests.
• Supervise Staff: Supervise and mentor student and temporary staff, create and manage staffing calendars, and ensure optimal resource allocation to maintain exceptional customer service throughout extended business hours, seven days a week.
• Client Interaction: Serve as the primary contact for clients entering The Dubois Center, enhancing their experience, building strong relationships, and addressing inquiries with accuracy and efficiency.
• Event Support: Manage multiple tasks and projects, supporting event management during busy times, and overseeing the activation of the lobby area to meet changing daily needs and priorities.
• Collaborate with Staff: Work closely with all building staff and collaborate with Police and Public Safety to handle a large number of visitors and high-profile clients.
• Problem-solving: Provide strategic input and problem-solving solutions, ensuring client expectations are met and operations run smoothly.
• Emergency Response: Respond to emergencies promptly and effectively, ensuring the safety and security of all guests and staff on the 1st floor/lobby area.
• Training and Development: Mentor and train temporary and student staff, building their operational knowledge and skills.

Other Work Responsibilities
Other assigned duties may include:

• Working on special projects such as managing The Dubois Center webpage to keep all information up to date on policies and procedures.
• Issuing and managing VIP parking requests and spaces.
• Working with the Marketing and Communications team to provide relative up to date information on building activities for marketing and promotional purposes happening on the 1st floor.

Departmental Preferred Experience, Skills, Training/Education

• Bachelor's degree and one year of experience related to the area of assignment.
• Proven experience in a similar type role, preferably in a high-traffic, client facing environment.
• Experience in responding to emergencies promptly and effectively, ensuring the safety and security of all guests and staff preferred.
• Strong leadership skills, with experience managing staff which could include temporary or vendor staff.
• Strong problem-solving skills and the ability to respond to emergencies and changing priorities effectively.
• Ability to manage multiple tasks and projects simultaneously, with a focus on efficiency and client satisfaction.
• Ability to collaborate effectively within a cohesive work environment, actively contributing and achieving operational goals.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Expert proficiency with technology; example proficient with Google Suite essential for preparing staffing scheduling, interpreting building usage data, and sharing real-time information.
• Team focus with a commitment to prioritize building guests at all times.
• Strong Attention to details.

Necessary Licenses or Certifications Work Location The Dubois Center Posting date 06/26/2024 Closing date 07/02/2024 Proposed Hire Date 08/05/2024 Contact Information Special Notes to Applicants
This is a face to face position located at The Dubois Center at UNC Charlotte Center City, and involves face-to-face interactions.

• UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits
  
  The finalist may be subject to a criminal background check and/or motor vehicle report.
  
  Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.
  • The Search Committee will not contact references without first verifying permission with the finalist .
  
  
  
• Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
  • Do not write 'see resume' on your application when completing the job duties section.
• Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment).

Please submit a resume and cover letter with your application if requested.

• These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

The ADA requirements of the position including the ability to lift 25-50 pounds.

The work schedule for this position is 7:00 am - 4:00 pm, Monday - Friday; however this position requires flexibility working some weekends, evenings, or later hours to accommodate operational or event needs.

Requires flexibility and will change based on the operational needs of The Dubois Center.