CUSTOMER SERVICE REPRESENTATIVE II

Job description


Salary: See Position Description
Job_Type: Full Time
Job_Number: 02405
Closing: 04/12/21
Location: Main Campus
Division: Academic and Student Affairs

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

CS 05

This position is located in the Children's Institute.

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.

Notice of Availability of the Annual Security Report and Annual Fire Safety Report

The Annual Security Report and Annual Fire Safety Report is available online
at: https://www.emich.edu/police/documents/current_yearly_crime_stats.pdf

The report contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Noncampus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus. The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.

If you would like to receive a paper copy of the Annual Security Report and Annual Fire Safety Report, you can stop by the Department of Public Safety at 1200 Oakwood St. or you can request that a copy be mailed to you by calling 734-487-0892 or emailing [email protected]

* 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 have 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

Do you have familiarity with word processing/computer systems?
  • Yes
  • No


* Required Question

PI133265250

 

 

 

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Job No:
Posted: 4/2/2021
Application Due: 4/13/2021
Work Type: Full Time
Salary: