University Of California Berkeley , CA 94705
The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date
The First Review Date for this job is: September 13, 2018
STUDENT AFFAIRS OVERVIEW:
The Division of Student Affairs at UC Berkeley is the gateway to all aspects of the student experience. From recruiting and enrolling; to feeding and housing; to leadership and development opportunities we put Berkeley's students first. We pride ourselves on our culture of care and the services we provide to students throughout their university journey. Our commitment to access, service, and engagement is helping to shape the lives of tomorrow's leaders. To learn more about the culture of UC Berkeley Student Affairs, please visit http://sa.berkeley.edu/gobig/staff
For more information about the Division, please visit http://sa.berkeley.edu/we-are-student-affairs
BUSINESS OPERATIONS DEPARTMENTAL OVERVIEW:
Our mission is "We Serve those that Serve Students" and we embody this mission by providing administrative services that benefit our clients so they can spend their time in direct service to students. We provide an extensive array of services including procurement, cashiering, accounts receivable/payable, event and travel management, facility services, safety, workstation ergonomics, imaging and mail services, project management and workforce planning for more than 3,381 employees. For more information about Business Operations, please visit http://sa.berkeley.edu/busops
We are looking for a dynamic team member who embodies our aspirational culture to join a great workplace where staff trust the people they work with, take pride in what they do, and feel a sense of community in support of the student experience.
The Customer Service Analyst is an exciting position that will report directly to the Director of Business Operations and play an extremely vital role in the success of the department and Division as a whole. The successful incumbent will be able to apply professional concepts to conduct analytical studies of moderate scope and complexity to address a variety of policy and procedural issues with key internal and external stakeholders.
The Customer Service Analyst is responsible for the formation and analysis of customer service metrics, training department staff on best practices and implementing process improvements for our clients we serve. The Customer Service Analyst will also be responsible for:
Analyzing customer issues with the intent to develop tools and processes to increase customer satisfaction.
Delivering prompt and professional solutions for customer inquiries via phone, email, online chat etc.
Analyzing and summarizing customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
Maintaining history records and related problem documentations for future reference.
Maintaining relationships with other campus partners to improve overall departmental performance.
Taking ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
Triaging tickets as needed.
Serve as the Subject Matter Expert with our Ticketing system (Salesforce ServiceCloud) and triaging tickets as needed.
Maintaining up-to-date and broad knowledge about the Department's services to conduct training to our clients and department managers and staff.
A successful Customer Service Analyst will need to have the political acumen and knowledge to work collaboratively with a broad range of individuals across the division and able to take direction from many people up and down the organization while not getting frustrated easily and being flexible with constant change.
Are you an excellent communicators with fantastic interpersonal skills? Do you understand the importance of providing a world class customer service experience? Does developing and implementing strategies and techniques to enhance service to others come naturally to you? Do you enjoy learning new software? You may be just the person we are looking for to work at UC Berkeley.
Knowledge of customer service best practices.
Experience working with Salesforce
Experience presenting to large audiences.
Knowledge of research practices.
Demonstrated proficiency in Microsoft Office applications, Google Suite and adept at learning new technologies.
Strong analytical, problem-solving, and organizational skills.
Proven experience managing competing priorities, quickly evaluating complex issues, identifying and communicating multiple options regarding project milestones and deliverables.
Proven experience working in a customer service, metrics driven environment.
Demonstrated ability to manage conflict, encourage collaboration, and effectively communicate with others.
Necessary skills to work under pressure of multiple deadlines in a stressful environment.
Strong political acumen.
Ability to use discretion and maintain confidentiality.
Bachelor's degree in a related area (or equivalent experience).
Experience creating and analyzing customer service surveys
Salesforce Administrator experience
Experience developing, implementing and maintaining a customer service model
Salary & Benefits
Salary is commensurate with experience. Hiring range is $53,000-$63,000/annually.
For information on the comprehensive benefits package offered by the University visit:
How to Apply
Submit as a single attachment both a letter of interest and a detailed resume listing qualifications and experience.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
Equal Employment Opportunity
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see: