Customer Service Rep

The general schedule for this position is 40 hours a week, Monday through Friday, 8:00 am to 5:00 pm. No remote work is offered for this position.

Position Overview:

Greets visitors and performs entry-level general administrative duties in an office setting. Performs customer service-related work. Handles incoming calls and operates a multi-line telephone system. May assist other administrative staff with overflow work including data entry. Schedules meetings or interviews and arranges for conference rooms, or makes other logistical arrangements as required. Performs filing and photocopying. Types memos, correspondence, reports, and other documents. Make future appointments, answer inquiries, and manages the scheduling of a calendar. Collects and distributes mail and messages. May perform a variety of basic clerical duties. Performs work under general supervision. Handles basic issues and problems and refers more complex issues to higher-level staff. Possesses beginning working knowledge of the subject matter. Typically, non-exempt and does not supervise other staff or students. Typically reports to a supervisor or manager.

Department Specific Essential Job Functions:

• Primary public contact and customer service provider for Campus Enterprises.
• Assists customers in the front office with Transportation and Parking/Housing and Dining needs, answering questions, handling cash and check transactions, and maintaining department-specific equipment and software programs. Receives and processes mail.
• Answers telephone, email, and in-person inquiries from students, parents, faculty, staff, and visitors.
• Parking-specific tasks: assisting parking officers via radio, serving on the first level appeals committee, creating and sending guest parking codes, preparing and mailing tow warning letters, check-in/out bicycles, and other duties as assigned.
• Housing-specific tasks: submit work orders, check-in/out keys, scan and file documents, maintain logs and customer records, process rental verifications, monitor texts and web chat, prepare and send rental verifications, monitor alarms, and other duties as assigned.

Job Level:

Scope & Impact: This position is an intermediate-level position responsible for providing a variety of clerical/administrative support, or manual labor, tasks for an office or department. This position may have a minor to moderate impact on the operations of multiple work areas.

Communication & Interaction: Routinely answers questions and provides information and data requested by individuals within or outside of the work area.

Effective Knowledge: Demonstrates ability to operate independently with intermittent supervision for day-to-day operations.

Problem Solving & Judgement: The job consists of repetitive manual tasks that are covered by specific procedures or close supervision.

Budget Authority: May compile data for budget preparation.

Policy & Procedure Authority: Primarily responsible for applying organizational policies and procedures and/or determining appropriate processes to follow.

Reporting Relationships: Generally, supports a manager or director-level leader, or a specific activity or function, and reports to a senior-level administrative professional.

Qualifications Required:

Performs administrative or manual tasks. Typically requires general education or vocational training and 3+ years of relevant experience in a chosen field or an equivalent combination of education and experience.

Qualifications Preferred:

Experience with computer software such as Microsoft Office and experience with online computer systems. Experience with multi-line phones.

Knowledge/Skills/Abilities:

Excellent public relations, communications (both oral and written), and organizational skills. Ability to communicate effectively on the telephone and person to person. Must demonstrate a warm, caring, and professional attitude. Ability to perform duties effectively, efficiently, accurately, and prioritize multiple assignments. Proven ability to maintain confidentiality. Ability to effectively work during extremely busy and stressful periods. Excellent problem-solving skills. Good records management skills. Computer knowledge is essential. Ability to accurately and expediently process and analyze detailed paperwork.

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.