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Position Classification Description

Position Class Code / Title: N6017 / Supv,Cust Svc/Loss Prevention
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 09

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.


Provides operational and administrative supervision of the day-to-day customer service and loss prevention aspects at the UNM Bookstore. Oversees and coordinates daily store opening, floor operational issues, cashiering functions, inventory control, loss prevention and web orders. Coordinates and performs orientation for temporary and student employees and hires personnel. Oversees and coordinates day-to-day buyback functions, refunds and/or problem resolution. Collects data and is the liaison to police in all loss prevention issues and develops loss prevention strategies.

Duties and Responsibilities

  1. Supervises, develops, and implements customer service standards for front-line operations retail-staff. Further responsible for day-to-day operations including daily store opening, floor operational staff coverage, and management of issues related to customer service inquiry, research and resolution in accordance with Bookstore policy of excellent customer service.
  2. Supervises, coordinates the day-to-day functions of customer service desk, policies and procedures ensuring proper cash handling and other audit/compliance standards.
  3. Supervises, coordinates the day-to-day functions of the cash registers, return registers, and buyback registers including full time staff, student staff, and temporary staff employees.
  4. Supervises, coordinates the staffing of customer service and cashiering personnel.
  5. Supervises, coordinates and develops the loss prevention initiatives, strategies, policies and procedures of the UNM Bookstores.
  6. Supervises, coordinates the day-to-day operations of student accounts, athletic accounts, and third party accounts.
  7. Act as Bookstore liaison to Bursar's office for student, athletic, and third party accounts.
  8. Act as liaison to the Police department for loss prevention initiatives.
  9. Participates, develops and implements policies and procedures for all supervised areas.
  10. Supervises, coordinates all web orders, follows up with customer service issues regarding web orders, and insures all web orders are processed within policy.
  11. Coordinates and implements the orientation sessions of all new employees including permanent and temporary Bookstore staff and student employees. Further responsible for training up to 75 temporary cashier staff utilized during rush periods.
  12. Responsible for all departmental and student charge uploads, reconciliation, and problem solving of those accounts including related customer and UNM department inquiries.
  13. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 7 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Knowledge of cash management principles and/or procedures.
  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Ability to read, understand, follow and enforce safety and loss prevention procedures.
  • Ability to react calmly and effectively in emergency situations.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Ability to investigate and analyze information and draw conclusions.
  • Ability to gather data, compile information and prepare reports.
  • Ability to foster a cooperative work environment.
  • Employee development and performance management skills.
  • Ability to develop and maintain record-keeping systems and procedures.
  • Ability to create, compose, and edit written materials.
  • Knowledge of customer service standards and procedures.

Working Conditions and Physical Effort

  • Moderate physical activity. May require physical effort including lifting up to 25 pounds and some extended periods of standing or walking.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017