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Job Details

Manager of Customer Relations

Company name
University of Illinois at Urbana-Champaign

Champaign, IL

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Job Description
Manager of Customer Relations\rFacilities & Services\rUniversity of Illinois at Urbana-Champaign\r\rFacilities & Services (F&S) provides physical plant, operational, and essential services for sustaining an environment that fosters the research, teaching, and public engagement activities of the University of Illinois at Urbana-Champaign. The organization employs approximately 1,100 dedicated men and women serving in both Civil Service and Academic Professional positions. The F&S goal is to support the university's education, research, and outreach missions by improving the physical condition of the facilities and grounds, reducing energy consumption through education and use of renewables, and increasing customer satisfaction by providing quality services in a responsive, reliable, and customer-focused manner. \r\rThe Customer Relations & Communications department at F&S is accepting applications for the position of Manager, Customer Relations. This position is a full-time, academic professional appointment. \r\rDuties and Responsibilities: \r\r\r Support the Mission, Vision, Values, and Guiding Principles of F&S \r Work closely with the Director of Customer Relations & Communications (CRC), division directors, and business unit managers to identify customers' information needs, provide recommendations for strategies to meet those needs, and manage/execute programs with available technologies \r Assist the Director of CRC with the Customer Service Initiative including focus groups, Customer Forums and open house events as needed \r Manage customer complaint resolution services; perform fact finding, review and investigation, and formulate solutions/recommendations \r Coordinate facility manager communications, training, and informal sessions for campus customers \r Represent the needs of campus customers when assisting the director in the review and formulation of new policies and procedures to provide insight into possible effects on customer relations \r Develop and manage formal customer survey efforts/feedback mechanisms; identify need, develop and implement mechanisms or tools, and report on results \r Articulate the organization's brand and enhance its reputation with campus customers \r Assist in overseeing integrated marketing and communication efforts including print, web, social media, video production, project communications, presentations, event planning, and community engagement as related to campus customers \r Identify trends and recurring issues; recommend and develop strategies for improving F&S customer communications \r Responsible for hiring and overseeing staff, establish performance goals; coach and share best practices; guide, collaborate, and coordinate with the communications staff; assist the Manager of Communications & External Relations with media relations as needed\r Represent F&S with professionalism, including exhibiting a calm demeanor in all situations \r Maximize customer relations efforts through excellent oral and written interpersonal communications \r Participate in other departmental projects and special assignments as requested\r

Job Requirements
Minimum Qualifications:\r\r Bachelor's degree in communications, journalism, business, marketing, advertising, public relations, public affairs or a related field \r Excellent oral, written and interpersonal communication skills \r Ability to work independently and meet quick deadlines \r Minimum of three years' work experience in communications or customer service field \r Experience with web development/content management systems \r Familiarity with Microsoft Office Suite and website content management systems\r\r\rPreferred Qualifications: \r\r\r Minimum of five years of work experience in communications or customer service field \r Master's degree in communications, journalism, business, marketing, advertising, public relations, public affairs, or a related field \r Social media account management and strategy development \r Copy editing background and familiarity with Adobe Creative Suite Software (Photoshop, InDesign and Illustrator) \r Salary is commensurate with demonstrated ability and experience.\r\r\rApplication Procedures:\r\rTo ensure full consideration, please create your candidate profile at and upload your cover letter, resume, a copy of your undergraduate college transcripts, and the names/contact information for three professional references by March 7, 2018. Applicants may be interviewed before March 7, 2018; however, no hiring decision will be made until after that date. The start date is as soon as possible after the close of the search. For further information regarding application procedures, contact Nicole McCurry at nmccurry@illinois. edu . \r\rThe University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer. \r\rThe University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit To learn more about the University's commitment to diversity, please visit

Company info

University of Illinois at Urbana-Champaign
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Company Profile
Research shapes our campus identity, stimulates classroom instruction and serves as a springboard for public engagement activities throughout the world. Opportunities abound for graduate students to develop independent projects and launch their own careers as researchers while working alongside faculty and assisting in their research. Illinois continues its long tradition of groundbreaking accomplishments with remarkable new discoveries and achievements that inspire and enrich the lives of people worldwide.

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