Title: Customer Service Rep II
Employee Classification: CS
Pay Grade: CS 05
Division: Academic and Student Affairs
Subdivision: Office of the Registrar
Department: Academic Programming and Services
Campus Location: Main Campus
General Summary
Under limited supervision, perform various duties in support of office customer service functions and related operational activities, either in person or over the telephone, or in correspondence which require a working knowledge of a wider variety and complex program policies, procedures and regulations.
Principal Duties and Responsibilities
Minimum Qualifications:
Ability to read, write, interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education, is necessary in order to perform operational activities in support of customer service functions.
Two years of satisfactory customer service related clerical/secretarial experience is necessary.
A specific typing speed may be required depending on department needs and it should be noted at time of posting.
The ability to communicate accurately and pleasantly with customers (across a wide diversity of cultural backgrounds) is necessary in order to identify customer needs and solve customer problems.
The ability to communicate moderately to highly complex policies, procedures, and regulations and to ensure understanding of these while working under pressure (e.g. handling several requests at the same time) is required.
Effective conflict management skills are required (e.g. defuse emotionally charged situations, clearly identify issues, clearly communicate procedures for resolving issues, working with the customer to develop a resolution acceptable to the customer and the work unit).
Knowledge and understanding of University policies, systems, procedures and regulations as they pertain to the work unit and to areas of the university that interact with the work unit (as would typically be acquired over two years of acceptable performance working in a similar or related university or college department) is desired.
Familiarity with word processing/computer systems is required.
Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.
Appointment Percentage:
100%
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