Job Details
Job no: 530236
Position type: Staff Part Time
Benefit Status: Non-Benefited – Non-Union
Campus: UMass Lowell
Department: Residence Life
Salary: anticipate 21.50/hour
Applications Open: Sep 10 2026
Applications Close: Open until filled
General Summary of Position:
The Student Affairs/Residence Life Part-Time Customer Service Specialists (CSS) are friendly and highly analytical individuals. The CSS will answer customer queries and resolve issues via appropriate channels, maintain knowledge of the services provided through our housing operations and residential education teams, obtain customer feedback, and provide basic levels of training to new student members of the team.
The CSS needs to demonstrate excellent time management skills and be passionate about customer service and continuous improvement. The CSS will be brand ambassadors for UMass Lowell who go the extra mile to ensure customer satisfaction. The priority of the CSS is to provide outstanding customer service for our students, families, and all members of our community.
Minimum Qualifications (Required):
- HS Diploma or GED/equivalent
- The ability to respond appropriately under pressure
- Sound judgment and excellent problem-solving skills
- A positive attitude and the ability to build relationships with colleagues, students, families and clients
- Experience and understanding of effective customer service procedures
- Outstanding conflict mediation skills
- Strong communication and documentation skills
- Desire to solve problems and take appropriate initiative
- Ability to maintain composure during high stress situations and under heavy workload, with multiple and conflicting priorities, frequent interruptions, and other demands in a fast-paced office environment
- Proficiency and prior use of Microsoft 365 applications including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams
Additional Considerations:
- The ability to work effectively with diverse groups.
- Knowledge of FERPA and other higher education laws.
- Demonstrate integrity, initiative, dependability, openness, teamwork, a positive attitude, a commitment to the tenets of student development and creation of inclusive communities, as well as the values and mission of the University.
Preferred Qualifications:
- Prior experience with student or apartment housing, reservation, or help desk software is advantageous
- Associates or Bachelor’s degree preferred
- Bachelor’s degree in Business, Communications, or a related field may be advantageous
- The ability to speak a second language may be advantageous
- Previous Higher Education administration experience
- Experience with supervision of students/staff
Special Instructions to Applicants:
Review of applications will begin immediately and will continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.
This is a part-time, temporary, non-unit, non-benefited position. The position offers 18-20 hours per week and is available year-round.
Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.
Organization
Working at University of Massachusetts Lowell
Located in the culturally and historically rich Merrimack.
Valley in northeast Massachusetts, the University of Massachusetts Lowell is a vibrant research university that offers its 13,000 students more than 120 bachelor’s, master’s, professional master’s and doctoral degree programs. Exciting opportunities in experiential and service learning, scholarship, community engagement, and international partnerships can be found across the Colleges of Fine Arts, Humanities and Social Sciences; Engineering; Management; Sciences; School of Health and Environment; and Graduate School of Education.
This is a time of unprecedented growth and opportunity at UMass Lowell. Student enrollment and retention have improved annually. Research funding and alumni giving have increased significantly and the campus has embarked on the construction of two new academic buildings: the Emerging Technologies & Innovation Center and the Health & Social Sciences Building.
The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.
Mission Statement
The mission of the University of Massachusetts Lowell is to enhance the intellectual, personal and cultural development of its students through excellent, affordable educational programs. The University seeks to meet the needs of the Commonwealth today and into the future and supports the development of sustainable technologies and communities through its teaching, research, scholarship and engagement.
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