Customer Service Representative (Temporary)

Core Job Summary

The Customer Service Representative 1 receives, reviews and addresses a variety of inquiries, to include complaints, requests for information and/or service etc. and follows-up on customer concerns via face-to-face, email, fax, telephone and/or regular mail.

Core Job Functions

• Receives, addresses, and responds to general inquiries, requests for service/support and/or complaints.
• Researches all inquiries to address any issues or concerns.
• Refers concerns to other service areas/departments for follow-up, as needed.
• Solves routine and basic problems and communicates solutions or requested information to the customer.
• Verifies that appropriate changes/resolutions have been finalized.
• Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database.
• Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
• Reviews and processes confidential information with discretion.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Core Qualifications

• Education: High School Diploma or equivalent/relevant experience, certification or license.
• Experience: Minimum 1 Year Of Relevant Experience Required.
• Certification and Licensing: Refer To Department Description For Applicable Certification Requirements.
• Knowledge, Skills and Abilities: Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Department Specific Functions (Specific To Parking & Transportation Department)

• Parking Permits / Citations: Through the use of the T2 Flex software, manage the accounts of faculty, staff, students, contractors and visitors to the university. Have the ability to accurately review accounts and provide information and guidance to all customers. Must be knowledgeable on all parking and transportation policies, including seasonal changes so that timely and accurate information is relayed to customers. By use of the 'Pay-by-Phone' portal, manage the issuing of short term parking to customers following the department's audit controls to ensure accountability for parking revenue. Exercise fair and equitable judgement when dealing with customer inquiries regarding citations. Must ensure that general situations follow the established departmental protocol to ensure consistency between all CSRs. Any extraordinary situation should be supported with documentation to provide justification in case of future review. Must maintain a current working knowledge of departmental initiatives and activities from Operations, Event Services, and Mobility and actively ensure that actions fully support all aspects of the department’s different functions.
• Front Desk Tasks: Ensure that all credit card transactions are completed in accordance with established PCI regulations. Maintain the security of all personal credit card receipts until handed off for daily reconciliation. Be knowledgeable of daily reconciliation processes and be able to accurately perform these duties when assigned to do so. Monitor the departmental and personal work email accounts and respond to customer inquiries. All emails must be responded to within 24 business hours. Make sure that any email sent from the main parking account has the name of the CSR in the signature file. When assigned to do so, ensure that all check deposits are credited to the customer accounts. Any physical checks received at the office must be processed in accordance to established university procedures. Ensure that the telephone at the workstation is logged on and marked as 'ready' when clocked in and working. When stepping away from the desk, the phone must be switched to the 'not ready' status to ensure callers are not directed to an unattended phone. All CSRs should have a total 'not ready' time of less than 20% of their total clocked in hours. As a collective team, all CSRs must ensure that the front desk remains clean and presentable at all times. A provided name tag must be clearly displayed whenever on duty at the front desk. General: Ensure that all customers are greeted in a friendly and courteous manner. Priority should be immediately given to a customer either in-person or over the phone over any administrative task. Must have the ability to think creatively and with autonomy when dealing with customer situations to ensure that a seamless and efficient experience is given. Will be knowledgeable on processes that initiate transactions between departments (i.e. Input Documents for Student Accounts, work orders with Facilities, requests for service with IT etc). Will also create and develop relationships between P&T and other department representatives to enhance and support the efficient processing of these transactions. Must be a team player and actively look for opportunities to support and help colleagues. Eagerness to go above and beyond the minimum requirements is a highly preferred attribute.