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Service Excellence and Safety Manager
| Company | UNLV |
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| Location | Las Vegas, NV, USA |
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| Salary | $68000 – $68000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level |
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Requirements
- Bachelor’s Degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA)
- 3 years of experience as a security or safety officer or comparable recent professional experience
- Minimum 2 years customer service experience and a demonstrated knowledge of customer service excellence
- Demonstrated knowledge of organizational safety and security operations
- Excellent interpersonal and communication skills, both written and oral
- High degree of initiative and self-motivation, strong time management, organizational and administrative skills
- Ability to complete tasks while exercising discretion, confidentiality, and judgement
- Excellent critical thinking, analytical and problem-solving skills
- Demonstrated effectiveness to develop, implement, and oversee comprehensive customer service and safety strategies
- Demonstrated effectiveness in developing, presenting and training others in customer service excellence and safety
- Proficient with Google Suite or related software to prepare reports and documentation
- Minimum of 3 years supervisory experience
Responsibilities
- Provide leadership and oversight of patron experience and safety operations within the University Libraries
- Oversee the Service Excellence and Safety unit in the UNLV University Libraries Research and Education Division
- Develop policies and procedures and manage their implementation
- Foster a collaborative environment, develop safety protocols, and support patron-focused services
- Oversee the efficient and professional staffing and operations during evenings and exams, Fall and Spring semester breaks or as scheduled
- Work with library administration and staff to provide services and develop and implement policies
- Coordinate communication and training to ensure customer service excellence and consistent application of safety policies and procedures across all University Libraries
Preferred Qualifications
- Security and/or safety experience in academic or research libraries, higher education institutions, or gaming and entertainment industry
- Experience in conflict resolution or de-escalation
- 5 years supervisory experience
- 3 years customer service experience
