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Job Information

Montana State University Customer Service Manager in Bozeman, Montana

Position Details

Announcement Number STAFF - VA - 21346

For questions regarding this position, please contact:

Kristine Mashaw

(406) 994-5428

Classification Title Program Mgr

Working Title Customer Service Manager

Brief Position Overview

The MSU Police Department seeks a customer service manager to join the Parking Services team. The person in this position will provide excellent customer service and clerical support through efficient work practices, provide transparent community support and professionalism in a public-facing position.

Position Number 4M1602

Department Parking Facility

Division Office of VP for Administration & Finance

Appointment Type Classified

Contract Term Fiscal Year


If other, specify From date

If other, specify End date

FLSA Non-Exempt

Union Affiliation FOCUS-MFPE

FTE 1.0

Benefits Eligible Eligible

Salary $17.24 per hour, commensurate with experience, education, and qualifications

Contract Type Classified Salary

If other, please specify

Recruitment Type Open

General Statement

This position acts as the manager of the Customer Service Unit within the Montana State University Police Department. Performs all customer service duties; guides, trains, and mentors customer service staff through policies, procedures, and practices; participates in hiring process and provides training to new employees, student assistants, and volunteers; establishes work schedules, coordinates activities, and assigns projects. Evaluates and verifies employee performance through the review of completed work assignments and work techniques; identifies staff development and training needs and ensures that training is obtained. Responds to and provides guidance in responding to unusual situations and makes judgment decisions on how to respond to situations without established precedence; communicates changes in policies and procedures to the other staff members. Serves as a resource to other agencies and departments; provides administrative support. Must have the ability to multi-task. Performs oversight function of customer service at the police department lobby business office, including the sale of parking permits; payment of parking citations; responding to inquiries from the public, both in person and on the telephone; performs record retention functions, processes record releases as requested; and oversees the operation of the Department’s Weapon Storage Facility.

Duties and Responsibilities

  • Manage student workers and volunteer customer service staff through scheduling, training and performance management

  • Manage front of house services; interpret, enforce, and provide advice and information about university policies, procedures and regulations; handle cash transactions and reconciliations; answer inquiries; and run reports.

  • Maintain accurate databases and respond to inquiries.

  • Manage the weapon storage facility per department policy to ensure adequate safety and security is maintained.

  • Other duties as assigned

    Required Qualifications – Experience, Education, Knowledge & Skills

  1. Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered.

  2. Demonstrated experience performing data entry using a personal computer.

  3. Demonstrated experience operating various office equipment such as computers, copier, calculator, credit card machine, fax machine.

    Preferred Qualifications – Experience, Education, Knowledge & Skills

  4. Previous supervisory experience.

  5. Experience reconciling cash register drawer and tapes.

    The Successful Candidate Will

  • Effectively operate work related equipment.

  • Demonstrated competence maintaining accurate filing and record keeping systems.

  • Maintain, process, and verify information with a high degree of accuracy and close attention to detail.

  • Communicate effectively with employees and the public, both in person and over the phone; establish and maintain effective working relations with co-workers and the public.

  • Demonstrated competence organizing and prioritizing multiple, simultaneous work assignments, meeting deadlines, and exercising adaptability to changing priorities, with a high level of attention to detail and accuracy.

  • Represent University Police and its programs to others in a professional and courteous manner, with the ability establishing and maintaining good public relations.

    Position Special Requirements/Additional Information

  • Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy ( and Crime Statistics ( .

  • Must pass a comprehensive police background investigation. .

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required.

This position has supervisory duties? Yes

Number of Vacancies 1

Desired Start Date Upon completion of a successful search.

Position End Date (if temporary)

Open Date

Close Date

Applications will be:

Screening of applications will begin on July 19, 2021; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

Diversity Statement

Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples ( .

Montana State University is committed to providing a working and learning environment free from discrimination. As such, the University does not discriminate in the admission, access to or conduct of its educational programs and activities nor in its employment policies and practices on the basis of an individual’s race, color, religion, national origin, creed, service in the uniformed services (as defined in state and federal law), veteran’s status, sex, age, political ideas, marital or family status, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, or sexual orientation. In support of the University’s mission to be inclusive and diverse, applications from qualified minorities, women, veterans and persons with disabilities are highly encouraged.

Montana State University makes accommodation for any known disability that may interfere with an applicant’s ability to compete in the hiring process or an employee’s ability to perform the duties of the job. To request an accommodation, contact the Human Resources Office, PO Box 172520, Montana State University, Bozeman MT 59717-2520; 406-994-3651; .

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference please complete the veteran’s preference information located in the Demographics section of your profile.

MSU ’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: ( .