THE UNIVERSITY OF TEXAS AT ARLINGTON
ADMINISTRATIVE AND PROFESSIONAL (NON-TEACHING) JOB DESCRIPTION
TITLE: Manager, Customer Relations (CDE)
CODE: 0858
FUNCTION: Responsible for ensuring that customer service is at an exceptional level and
coordinates direction of support staff and resources.
DUTIES AND RESPONSIBILITIES:
Plans, develops and implements management strategies to respond to customer needs and
demands; organizes, coordinates, manages and directs the day-to-day operations of customer
support staff to provide seamless interactions between staff and customers; directs the tracking of
statistics, analyzing of trends, compiling of feedback regarding CDE services to enhance
customer relations; carries the full range of personnel management responsibilities for assigned
employees; develops and administers policies and procedures; advises and consults with
administration and management regarding plans, issues, and problems associated with customer
care; plans, attends and/or represents the University in meetings; maintains effective relationship
with external, regulatory, and funding bodies as required, ensures compliance with applicable
University policies and local, state, and federal requirements.
ACCOUNTABILITY
REPORTING RELATIONSHIPS
REPORTS TO:
Associate Director, Center for Distance Education
SUPERVISION:
Educational Specialist IV, Programmer Analyst III, Student
Development Specialist IV
INTERNAL CONTROL:
Responsible for the design, execution, and effectiveness of a system of internal controls which
provides reasonable assurance that department operations are effective and efficient, department
assets are safeguarded, department financial information is reliable, and the department complies
with applicable laws, regulations, policies, and procedures.
WORKING CONDITIONS:
Minimal traveling required, occasional weekend and evening work required.
REQUIRED QUALIFICATIONS:
Master’s degree and 3 years experience in customer service; excellent written, verbal and
interpersonal skills.
PREFERRED QUALIFICATIONS:
5 years experience in customer service in higher education.
DATE: July 29, 2002
OTHER REQUIREMENTS:
Specific job requirements or physical location of position allocated to this classification render
the position security sensitive and thereby subject to the provisions of Texas Education Code
§51.215.