Position Classification Description

Position Class Code / Title: N6017 / Coord,Cust Svc/Loss Prevention
Recruitment Tier: Tier 1
FLSA: Non-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, identification and resolution of point-of-sale system issues, inventory control, loss prevention and/or web orders. 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. Coordinates and oversees a wide range of day-to-day floor operations for the University Bookstore, to include daily store opening, staff scheduling, customer assistance, problem resolution, product merchandising and stocking, event coordination, visual display coordination, loss prevention and security.
  2. Monitors adherence to customer service policies and procedures, ensuring proper cash handling and other audit/compliance standards; develops and implements training for staff, student, and temporary employees to ensure customer service standards are met.
  3. Administers and reviews customer surveys to assess quality of service; analyzes survey results and assists with identifying opportunities for continued improvement.
  4. Directs student and temporary employees operating cash registers, return registers, and buyback registers; assists with problem resolution by researching and responding to customer issues and needs.
  5. Coordinates the day-to-day operations of student accounts, athletic accounts, and third party accounts; analyzes, reviews, evaluates and make recommendations regarding the tender process at cash registers.
  6. Develops loss prevention initiatives, strategies, policies, and procedures; monitors floor operations and responds to security issues, acting as a liaison with the University Police Department when needed.
  7. Participates, develops and implements policies and procedures for all supervised areas; identifies opportunities to utilize technologies to improve customer experience and/or operational efficiency and presents proposals to management.
  8. Allocates and schedules work within the area, ensuring that all floor requirements are covered during operating hours; fills in for staff as required during breaks and other absences.
  9. Responsible for identifying staffing needs during rush and training temporary cashier staff utilized during rush periods.
  10. 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 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: 10/21/2019