Salary: See Position Description
Job_Type: Full Time
Job_Number: 02045
Closing: 09/24/19
Location: Main Campus
Division: ASA

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

Receive incoming inquiries by phone and/or in person over the service counter and determine proper handling to minimize need for subsequent referral.

Communicate to customers the departmental policies and procedures related to their needs and provide customers with appropriate forms and instructions.

Answer and resolve complex inquiries from customers relative to services provided, or other University policies and/or programs which might be appropriate to the individual's service needs.

Demonstrate a high level of customer service and interpersonal communication skills (i.e. courtesy respect, tact, and sincere desire to meet customer needs).

Use student information systems to process transactions, resolve customer problems and to collect information.

Obtain necessary information and process service requests.

Receive, read and interpret correspondence and determine proper handling.

Interact with other university departments either by phone or e-mail to resolve questions or problems to facilitate service for customers.

Train student assistants.

If applicable to area of assignment, adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures.

Perform related departmental duties, as required.

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.

Supplemental Information

ECLS: CS
GRADE: 05

Hourly Rate: $18.60

This position works in the Children's Institute and typical work includes:

- Manage the daily coverage of absences and call offs utilizing the student staff substitution board to ensure state licensing ratios are met.

- Assist in classrooms on an emergency basis

- Taking tuition payments, reconciling cash drawer, balancing daily receipts, preparing and submitting daily deposits

- Manage and maintain child, staff and student files

- Complete student staff payroll

- Manage state required background checks and fingerprinting on all staff and students

- Manage student and staff medical records and professional development records

- Prepare immunization and other reports as required for state licensing

Eastern Michigan University offers a competitive salary and comprehensive benefits package including health, dental and vision insurance; a TIAA-CREF retirement plan with employer contributions; an outstanding vacation and time off policy; a tuition waiver program and much more.

Click here to view highlights of the University's total rewards program.

For specific information by employment classification, click here to review the Benefits in Brief information.

* 01

Do you have the ability to read, write, interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education?

• Yes
• No

* 02

Do you have two years of satisfactory customer service related clerical/secretarial experience?

• Yes
• No

* 03

Do you have the ability to communicate accurately and pleasantly with customers (across a wide diversity of cultural backgrounds)?

• Yes
• No

* 04

Do you have 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)?

• Yes
• No

* 05

Do you possess effective conflict management skills (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)?

• Yes
• No

* 06

Are you familiar with word processing/computer systems?

• Yes
• No

* Required Question

PI113751620