Customer Service Representative - Tier 1

Charlottesville, VA
Oct 13, 2017
Institution Type
Four-Year Institution

Working Title: Customer Service Representative - Tier 1

Position Type: University Operational and Administrative Staff

Department: Student Financial Services

Location: Charlottesville

Posting Date: 10-12-2017

Posting Summary:
Intermediate Customer Service Representatives respond to
inquiries received through phone, mail, or face-to-face
visitors, and engage in contact with members of the
public, following standard scripts and procedures and
escalating issues as needed. They operate with an
advanced understanding of the needs of the business unit,
learning and employing a variety of computer software to
track questions and answers, as well as enter orders.
Intermediate Customer Service Representatives respond to
inquiries using standard responses or form letters. Work is
mostly routine and assigned at the task level, though the
employee may be responsible for completing projects.

May be required to perform other duties as assigned. May
be required to assist the agency or state government
generally in the event of an emergency declaration by the

Required Knowledge, Skills and Abilities:
--Demonstrated ability to attend to details and well developed computer and web-based skills.
--Demonstrated ability to synthesize large volumes of information from numerous sources and ability to utilize all available resources appropriately; ability to consistently apply federal, state and institutional regulation and policy.
--Demonstrated ability to prioritize duties and responsibilities to meet office goals and objectives; ability to perform administrative tasks independently on a daily basis; ability to handle and manage ambiguity, repetition and change.
--Demontrated effective organizational skills; ability to manage multiple priorities; ability to assume responsibility and take initiative.
--Demonstrated strong interpersonal and communication skills in order to simplify and clarify complex processes.
--Demonstrated high level of professionalism on a daily basis and the exercise of exceptional judgment and diplomacy.

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