Customer Service Representative II

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.

Minimum 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.

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).

Familiarity with word processing/computer systems is required.

Preferred Qualifications

A specific typing speed may be required depending on department needs and it should be noted at time of posting.

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.

Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.