Customer Service Manager

SUNY University at Buffalo, United States

Updated: 11 days ago
Location: Buffalo, NEW YORK
Job Type: FullTime
Deadline: ;

Posting Details
Position Information


Fiscal Year 2025-2026
Position Title Customer Service Manager
Classification Title Senior Staff Assistant
Department Residential Facilities
Posting Number P260036
Posting Link https://www.ubjobs.buffalo.edu/postings/61271
Employer State
Position Type UUP Professional
Professional Appointment Term Term
Salary Grade SL3

Posting Detail Information


Position Summary
The Customer Service Manager is a critical leadership position in the University at Buffalo (UB) Office of Residential Facilities (UBRF) responsible for ensuring exceptional customer service experiences within UB’s residential community. UBRF manages 117 buildings totaling 2.5 million square feet, housing approximately 8,000 students. This position provides management coordination of a multi-faceted customer service team focused on enhancing occupant satisfaction, addressing concerns, and streamlining communication to support a positive living experience. The incumbent will oversee and coordinate the activities of the team and enhance customer interactions at all levels.
The main objectives of the position are to:
  • Develop and utilize business and operational metrics to evaluate and enhance departmental decision making and be responsible for supervising the daily activities of the UBRF customer service team.
  • Coordinate internal departmental personnel issues and recordkeeping.
  • Coordinate the services provided by UBRF with internal and external stakeholders.
  • In connection with Student Life and University Human Resources, manage Human Resource functions including hiring, discipline, staffing plans, resource tracking, scheduling, training, and other coordination initiatives as assigned.
  • Become proficient in and act as the subject matter expert in the UBRF work order management system and regularly produce requested work order reports for UBRF leadership.
  • Review or write performance appraisals; oversee monitoring of time and attendance.
  • Continuously review, implement, and modify internal procedures to (a) improve efficiency, accuracy and standardization of internal operations, analyses, and reports; (b) align and integrate budgeting, accounting, and procurement functions and records; (d) ensure compliance with State and campus directives; and (e) reduce financial loss and risk.
  • Develop, review, and process notifications to occupants of UBRF buildings concerning any matter that may impact the experience of our customers, ensuring clarity and accuracy in all communications. Must be available to coordinate after-hours emergency communications as directed. Coordinate follow up responses to customers impacted by emergencies or service interruptions.


About Student Life
Student Life is dedicated to creating a student-centered environment that fosters engagement, well-being, and success. Guided by four strategic priorities—student engagement, health and wellness, personalized support, and advancing diversity, equity, inclusion, and justice—we provide transformative experiences that empower students to grow, lead, and thrive. As a member of Student Life, you’ll join a team of passionate professionals united by shared values and a commitment to student success. We think big, act boldly, and pursue excellence with purpose. Together, we build inclusive communities, champion discovery, and celebrate the achievements that shape the UB experience.
Learn more:
  • Our benefits , where we prioritize your well-being and success to enhance every aspect of your life.
  • Being a part of the University at Buffalo community.

About the Office of Residential Facilities
The UB Office of Residential Facilities (UBRF) reports to the Department of Housing Operations and is a dynamic unit within UB dedicated to delivering the best living and learning environments by designing, building, and operating safe, clean, functional, and sustainable facilities that serve as the bedrock of academic success at UB. Responsible for managing 117 buildings totaling 2.5 million square feet, UBRF serves as the backbone of campus housing, accommodating approximately 8,000 UB students annually.
UB is an affirmative action equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.
Minimum Qualifications
  • A Bachelor’s Degree and a minimum of two (2) years of directly relatable experience, or Master’s Degree or professional certification
  • Experience in a managerial or team lead role.
  • Must possess and demonstrate advanced written and oral communication skills, and the ability to establish and manage complex work schedules for employees.
  • Must possess and have proven positive customer service skills and be able to interact in a professional manner with various groups on campus.
Preferred Qualifications
  • A minimum of two (2) years of management in a customer service or office administration capacity.
  • Experience working in a college or university setting.
  • The ideal candidate will be someone that is dependable, organized, strategic, flexible with work tasks, detail-oriented, and is an effective leader.
Physical Demands
Salary Range $63,000 - $70,000
Additional Salary Information The salary range reflects our good faith and reasonable estimate of the possible compensation at the time of posting, the role and associated responsibilities, and the experience, education, and training of the selected candidate.
Job Type Full-Time
Campus As Assigned
Posting Alerts
Special Instructions Summary
Additional Information
Is a background check required for this posting? Yes
Background Check Notification For non-internal applicants: a selected candidate will have to complete and pass a background check prior to appointment.

Contact Information


Contact's Name Anthony McCabe
Contact's Pronouns
Contact's Title Director, Residential Facilities Operations
Contact's Email amccabe5@buffalo.edu
Contact's Phone 716-645-0307

Posting Dates


Posted 02/24/2026
Deadline for Internal Applicants 02/10/2026
Deadline for External Applicants Open Until Filled
Date to be filled 05/07/2026

References


Number of References Required 3
Reference Cutoff Date
Instructions to Applicant

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