Customer Service Specialist

Description

Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

Employees at this level are senior associates who provide special assistance to clients or review and analyze client activities or attitudes; they may also supervise subordinate employees. They work under general supervision from higher-level personnel.

Examples of Duties

Resolves customer service complaints referred to them by lower-level staff and communicates with clients by providing assistance on out-of-the-ordinary matters or with complex situations;

prepares reports on activities of assigned personnel and attitudes of campus clients; recommends departmental improvements to promote client participation;

interviews, hires, trains, assigns, and reviews work and evaluates assigned staff;

organizes quality customer satisfaction programs;

serves as the primary contact point for customers in various situations;

serves as the liaison between the unit, internal staff, external units, and outside agencies;

answers questions requiring the application of regulations and procedures to specific problems or transactions;

reviews documents to determine adequacy or acceptability of information needed;

maintains awareness of organizational activities of impact to the unit; coordinates and expedites necessary actions;

performs work related to the lower levels in this series;

performs other related duties as assigned.

Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:
   1. 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)
   2. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
3. One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Supplemental Information

Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.