Customer Service Representative

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Customer Service Representative

Posting Category:

About UIS: Located in the state capital, the University of Illinois Springfield is one of three members of the University of Illinois system. The University serves more than 4,000 students in 44 graduate and 56 undergraduate programs. You are encouraged to visit the university web page at http://www.uis.edu.

Application deadline: 5/1/2024

Minimum Starting Salary: $19.87 per hour / 7.5 hour day

Summary:

Administration and management of the day-to-day Department of Residence Life (DRL) customer service operations. Advises and provides executive support to the Department of Residence Life (DRL) through a variety of functions. Knowledge of office, departmental and institutional procedures, practices, programs, and policies is required as well as the ability to use good judgement and exercise discretion to manage and develop confidential information and systems. Develops and distributes any other correspondence/reports as directed. Serves as a liaison to provide information, assistance and advice to departments, various constituents, and the public. The ability to operate a variety of office equipment and the ability to operate computer systems utilizing various office software packages is central to the performance of duties. Performs related duties as assigned.

Duties & Responsibilities:

• Responds to routine inquiries from clients (incoming and current residents, parents, faculty/staff, student organizations, etc.) to provide or clarify information regarding departmental services, policies, and procedures. This includes responding to, resolving, or referring all incoming queries and outgoing information via e-mail and web-based interfaces, phone, mail, and in-person visits. This generally involves the relay of information about housing facilities, how to apply for and/or cancel housing contracts, deposit information, student crisis notification, facility questions, etc.

• Provides point of initial contact for quality control concerns and consistency of related solutions (facility concerns, billing problems, roommate issues, etc.). This includes a liaison role between student applicants, university clientele, and external vendors. Composes routine correspondence regarding student applications, residency verification, resident compliance matters, utility/energy conservation, cancellation requests, etc.

• Routine tasks including filing, logging packages, move-in/move-out paperwork, mail dissemination, file preparation, customer service responses, etc. Maintains and orders office supplies utilized by all professional Residence Life staff members.

• Reports client feedback to senior Residence Life staff while addressing the situation to the appropriate administrator. This would include student and parental concerns, facility matters, suggested billing issues reported by clients, etc., to improve the overall student residential experience. This includes recording of the details related to the issues, inquiries, and interactions, including any actions taken.

• Oversees package room operations including incoming and outgoing packages. Serve as departmental liaison with mail and package carriers (USPS, UPS, FedEx, etc.). Manage mail and package transitions from semester to semester.

• Communicates with and informs campus clients and external stakeholders regarding recent improvements and departmental developments that occur semester to semester. Departmental changes could include staffing, infrastructure, process changes, physical facility updated, etc.

• Delegates tasks and trains student Housing Office Desk Assistants in tasks including filing, logging packages, move-in/move-out paperwork, mail and package dissemination, file preparation, application database entries and updates, customer service responses, etc.

• Conducts surveys and gathers information for senior Residence Life staff regarding occupancy status, move-in and move-out status, contractual returns, etc. Prepares information for the campus on departmental standards and policies such as resident reservation processes, move-in and move-out processes, energy conservation issues, etc.

Minimum Qualifications:

1.High school diploma or equivalent.

2.Any one or combination totaling three (3) years (36 months) from the following categories:

A. college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals one (1) year (12 months)
• Associate's Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor's degree (120 semester hours) equals three (3) years (36 months)

B. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Preferred Qualifications:

• Demonstrated competence with Microsoft Office software package, word processing, data entry, and other spreadsheet applications.

Knowledge, Skills & Abilities:

Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, data entry, designing forms, and other office procedures and terminology.

Knowledge of technology including electronic equipment, computer hardware and software, and their applications.

Ability to work collaboratively and communicate effectively as appropriate for the needs of the audience.

Ability to work independently and effectively organize and prioritize multiple tasks.

Ability to analyze, interpret, and explain work related documents, policies, and procedures.

Excellent customer service, time management, and organizational skills.

Well-developed communication abilities (both oral and written).

Diligence and attention to administrative detail.

Ability to quickly learn, and with proper training, become familiar with Housing database programs and Housing Management Systems.

Physical Demands:

Sitting : Constantly Talking : Constantly Hearing : Constantly Repetitive Motions : Constantly

Employment Policies and other information:

Failure to accurately describe work experience, or failure to submit college transcripts may result in an applicant not being admitted to the exam.

UIS an affirmative action/equal opportunity employer with strong institutional commitment to recruitment and retention of a diverse and inclusive community. Women, minorities, veterans, and persons with disabilities are encouraged to apply. As a qualifying federal contractor, the University of Illinois System uses E-Verify to verify employment eligibility.

The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer of employment. Background checks will be performed in compliance with state and federal law.

Residence Reference: For full consideration, applicants must be residents of the State of Illinois.

UIS employees are strongly encouraged to stay up to date with the most recent COVID-19 vaccination available as a barrier to serious illness.

The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current or former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit Policy on Consideration of Sexual Misconduct in Prior Employment.

UIS employment in this role is not covered by Social Security, and instead, is covered by the State University Retirement System.

• You will not pay Social Security taxes and your earning will not be on your Social Security Record. (Your record will, however, show your Medicare wages.

• Your pension from the State Universities Retirement System may affect the amount of your:

• Social Security benefit and

• Social Security benefit as a spouse

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted by contacting UIS HR at hremployment@uis.edu or call 217-206-6652.