Job Description:

Receives and responds to the more difficult customer inquiries and complaints in person, by telephone and/or email. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities and may conduct periodic surveys to assess the effectiveness of the program.

Handles more difficult questions and issues; provides general information; verifies information; and refers individuals to applicable office or department for further assistance as needed.

May serve as team lead for lower-level customer service representatives, including coordinating entries in call center tracking database, ensuring vendor notification and resolution of issues.

Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.

Investigates complaints from customers and participates in negotiating solutions.

Conducts proactive customer service activities inside and outside the department.

May be involved in the release of information to, other universities or external agencies.

May handle money received as payment for processing forms.

May conduct periodic customer satisfaction surveys, prepare reports, and other departmental projects.

Performs other job-related duties as assigned.

EEO/AA
High school and 3 years experience

Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of three (3) years of directly job-related experience.

Education will be considered in lieu of experience.

• The ideal candidate for this position should possess the following:
• Higher Education experience.
• Service leadership skills, including mutual respect, active listening, and responsiveness.
• Must be a multi-tasker, extremely organized, and have the ability to work in a fast-paced, high-pressure environment, with strong interpersonal and problem-solving skills.
• Ability to clearly interpret and implement policies and procedures.
• Ability to interact with all levels of internal and external constituents.
• Proficiency in Microsoft Office Suite.

The following documents are required:

• Cover letter delineating the manner in which your work experience applies to the posting.

• Resume

• Salary History

• Transcript

• Three work references. The hiring department expects you to name current or past supervisors.

NOTE: We will maintain your confidentiality and notify you in advance of making contract with any of your references. References will be contacted only after the interviewing process has been completed.

Incomplete applications will not be reviewed.

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