Customer Service Representative

Position Information

Classification Title Office/Clerical Assistant FLSA Non-Exempt FTE 1.00 Minimum Qualifications

Requires are least a high school diploma or equivalent. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications Position Summary

The Customer Service Representative plays a vital role in the successful execution of print and passport execution services in Print & Copy Services and UGA Passport Services within the Tate Student Center. This individual is responsible for the execution of U.S. passport applications, assisting customers with self-serve printing, and oversight of the student staff working in the operation. In doing so, this employee communicates directly with UGA faculty, staff, and students, as well as external customers. The Customer Service Representative also assists the Customer Service Manager with administrative duties related to the operation of UGA Passport Services and the self-service printing area of Print & Copy Services. The Customer Service Representative will function with a high level of autonomy and independence of action while advancing the vision and mission of the department.

Knowledge, Skills, Abilities and/or Competencies

• Ability to operate cash registers, printers, and basic office equipment.

• Excellent oral and written communication skills.

• High-level detail orientation/organizational skills.

• Ability to analyze facts to inform good decision-making.

• Ability to establish and maintain good relationships with customers and co-workers.

Physical Demands

• Stand or sit for a long period of time.

• Lifting and moving of equipment and supplies.

Is driving a responsibility of this position? No Is this a Position of Trust? Yes Does this position have operation, access, or control of financial resources? Yes Does this position require a P-Card? No Is having a P-Card an essential function of this position? No Does this position have direct interaction or care of children under the age of 18 or direct patient care? No Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) No Credit and P-Card policy

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.

Background Investigation Policy

Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Duties/Responsibilities

Serve as U.S. Passport Acceptance Agent

• Strictly follow the policies, procedures, and guidelines of the U.S. Department of State and Passport Services.

• Complete all required training from the U.S. State Department and Passport Services.

• Inspect applications for accuracy and completeness.

• Provide passport photography services.

• Assess and collect the proper fees for both the U.S. Department of State and UGA for passport services rendered.

• Compile passport transmittal records and update passport log daily.

• Transport applications to the post office when Customer Service Manager is unavailable to do so.

Percentage of time 50 Duties/Responsibilities

Exemplary Customer Service

• Greet customers at the front counter. Answer questions accurately, provide self-printing instructions, and retrieve online print orders.

• Actively observe customers in the self-serve printing area. Look for indications (i.e. body language) customers are having trouble and need assistance.

• Answer the passport phone in a courteous manner. Provide exemplary customer service by 2 Updated: 4/3/23 collecting customer information, analyzing customers' needs, recommending products and services, providing accurate pricing information, collaborating with the Customer Service Manager to resolve problems and complaints.

• Ensure shop is closed daily and is clean, stocked, and ready for customers when opened the next day.

Percentage of time 25 Duties/Responsibilities

Financial Operations

• Participate in the collection of payments from customers, formulate daily deposit, and maintain financial records for Print & Copy Services and UGA Passport Services.

• Complete PCI compliance training annually. Collect fees using the point-of-sale system. Follow correct cash and credit card handling procedures.

• Close register at the close of each business day. In the presence of another staff member, reconcile, assemble, and secure accurate nightly deposit and opening till in accordance with university guidelines. Prepare cash drawer for opening the next morning by ensuring drawer contains exactly $75.00.

• Update and compile financial reports daily, monthly, and as requested.

• Create invoices in Print Shop Pro for customers providing a university chart string for self-serve printing and update invoices in Print Shop Pro for customers providing a university chart string when online orders are picked up.

• Process payment requests for vendor invoices provided by operation manager weekly.

Percentage of time 15 Duties/Responsibilities

Misc. Administrative Duties

• Assist the Customer Service Manager with administrative and managerial duties related to the operation of UGA Passport Services and the self-service printing area of Print & Copy Services.

• Monitor, guide, and serve as a positive role-model to the student staff in their customer service duties and in the operation of equipment. Report consistent performance concerns to the manager. Review and provide input on student staff training materials.

• Create and update signage/documents.

• Develop and distribute customer feedback tools; compile data.

• Open the shop for the start of the business day, as needed

Percentage of time 10

Contact Information

Recruitment Contact

Contact Details

For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.

Recruitment Contact Name Amanda Bouknight Recruitment Contact Email amanda.bouknight@uga.edu Recruitment Contact Phone

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

• Resume/CV
• Cover Letter

Optional Documents

Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact University HR (hrweb@uga.edu).

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.