Job Description
The Work You Will Do:
The Customer Service Representative provides support to students, faculty, staff, parents, affiliates, internal departmental partners, and external customers. Responsibilities include processing in-person and online USC ID applications, issuing USC ID’s, assisting with access control requests, and providing customer service support for Mailing Services, the Ticket Office, and the Cashier Office. The representative will answer phones, respond to customer emails through a ticketing system, and process payments for the sale of goods. Additionally, the role involves helping customers understand policies and procedures, resolving issues by offering solutions or arranging for service, and determining priorities. The representative may also lead student workers and works under general supervision.
Accountabilities:
- Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor.
- Provides information regarding policies, procedures, terms, and programs related to the service area for students, parents, faculty, administrators, staff, and external customers. The Customer Service Representative must be proficient in departmental processes, policies, and procedures, and will assist customers by resolving issues, offering solutions, explanations, and options, or collaborating with University partners to find appropriate solutions.
- Identifies and prioritizes problems and issues related to service area. Performs research, offers solutions, options and strategies. Refers to appropriate person or department as needed, and/or arranges for service. Gathers data as necessary for related offices such as Financial Aid, Admissions, Student Conduct and student issues using the University Information Systems. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
- Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc.
- Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs.
- Provides services including processing and delivery of mail and packages, e.g.. UPS, Federal Express, Airborne, and U.S. Post Office. Receives key deposits and issues keys and/or maintains and balances a cash drawer on a daily basis. Assists in set up and scheduling of special events/promotions and equipment rental. Responsible for 24-hour pager coverage during holidays and weekends.
- This position may require travel as needed between the USCard Services offices located at the University Park Campus and Health Sciences Campus.
- Performs other duties as assigned or requested. The University reserves the right to add or change duties at any time.
Qualifications:
The ideal candidate for the position of Customer Service Representative meets the following preferred qualifications:
- Bachelor's Degree
- 2 years of related experience (e.g. student counseling, customer service)
All candidates for the position of Customer Service Representative must meet the following minimum qualifications:
- High school or equivalent; however, combined experience/education as substitute for minimum education
- 1 year of customer service experience