Lead Customer Service Manager

Title: Lead Customer Service Manager
Division Name: Student Affairs
Department: Event Management Dining and Hospitality

Job Summary

The Department of Event Management Dining and Hospitality is one of 15 departments within the Division of Student Affairs. It provides the campus community and guests with high-quality efficient and innovative event services and dining options in a variety of settings dedicated to accentuating and enhancing the campus experience in a diverse community.

This position is responsible for the coordination of all student employee activities and the development of a customer service team that responds to customer needs and resolves customer complaints. This position also plays an integral role in ensuring the cleanliness of the dining center.

Whether its to find a place to study gather with friends enjoy a bite to eat or plan a large event the Department of Event Management Dining and Hospitality takes great pride in providing welcoming and inclusive spaces high-quality food services and experienced and professional staff who care about making every experience individualized and extraordinary. It is our philosophy to recruit inspire and retain talented team members and promote wellness and foster their development. It is our goal to promote a more fully diverse and inclusive campus community.

Additional Information

University Benefit Highlights:

-Insurance benefits including health dental vision and life
-Retirementand supplemental retirement planning options
-Tuition waiver benefitsavailable to staff as well as their eligible dependents
- Paidholiday/administrative closuresduring Thanksgiving and Winter Breaks
- Paidbenefit time

Additional University Benefit information including information regarding eligibility to participate in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here: Rate / Pay Rate

$4252 per month

Required Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling four (4) years (48 months) from the categories below:
A. Coursework in hospitality administration/management culinary science food services management or a closely related field as measured by the following conversion table or its proportional equivalent:
- 30 semester hours equals one (1) year (12 months)
- Associates Degree (60 semester hours) equals eighteen months (18 months)
- 90 semester hours equals two (2) years (24 months)
- Bachelors Degree (120 semester hours) equals three (3) years (36 months)
B. Food service management work experience.
3. A final candidate must complete a post-offer pre-employment physical exam. Employment is contingent on the successful result of the pre-employment physical.

Preferred Qualifications

1. Full knowledge of current food management techniques which include purchasing food production and control service personnel management marketing financial management facilities management and health and safety regulations.
2. Supervisory and leadership skills; ability to train instruct and discipline employees; ability to organize prioritize and assign duties; ability to meet deadlines.
3. Ability to read understand follow and enforce all policies and procedures including those pertaining to sanitation and safety; ability to regulate sanitation guidelines to preserve department standards.
4. Strong interpersonal skills; cooperative flexible and customer-oriented; ability to deal effectively with employee and customer conflicts; the ability to produce results working as part of a team or committee.
5. Computer skills including menu management systems; accurate record keeping skills.
6. Ability to analyze a Profit and Loss statement and recognize problem areas and recommend corrective controls.
7. Full knowledge and acceptance of principles of diversity.
8. Excellent analytical and oral/written communication skills including the ability to write clear and effective correspondence reports evaluations training manuals and other materials.
9. Possess Illinois Food Service Sanitation Manager Certification or must obtain within 6 months of employment.

Work Hours

Hours will vary Monday through Sunday

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:

This position requires standing walking use of fingers and hands reaching lifting (up to 35 pounds) kneeling stooping crouching speaking seeing tasting and smelling.

Ability to stand for an extended period of time without a significant rest period.

Must be able to deal with extreme cold (-10F) and extreme heat (90F).

Proposed Starting Date

March 2026

Required Applicant Documents

Reference List

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on Apply

Optional Applicant Documents

Transcripts - See Special Instructions section for additional options
Certification of Retirement Annuity

Please Note: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on Apply

Special Instructions for Applicants

Please fully complete the entire application including but not limited to the education and work history portions. Be specific on your work history including employment dates (if part-time you must list the number of work hours) and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however it will be converted to a full-time equivalency to determine combined length of experience. Please do not put see resume in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered.

If using education to qualify college or university transcripts (may be unofficial) must be submitted prior to the application deadline to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

A copy of any related certifications must be submitted prior to the application deadline to receive maximum eligible points on the exam. Copies can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veterans Preference points on the exam appropriate military service documentation such as a DD-214 must be submitted prior to the application deadline.

Transcripts and/or military service documentation may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011 Attn: Breanna Crippen
Address: Illinois State University
Human Resources
Campus Box 1300
Normal IL 61790-1300

The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position you will receive a score calculated based on your education and experience and your name will be placed on the active employment register by exam score. After the application deadline the names within the top three scores will be referred to the department for interview.

Illinois State University is authorized to do business within the State of Illinois. All work under this appointment is required to be performed from within the State of Illinois. If hired out-of-state candidates must establish Illinois residency within 180 calendar days from the start date for this position. Illinois residency requires proof of a valid Illinois drivers license or a valid State of Illinois ID card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.

Applicants for this position must be authorized to work in the U.S. without ISU sponsorship. Sponsorship for work authorization will not be considered for this position.

Contact Information for Applicants

Breanna Crippen
Human Resources

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable an employment history review based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at . The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system please call Human Resources at .