Operations Customer Support Representative

Job Summary

This position is responsible for supporting and providing high quality customer service-related activities in support of/and to the campus community and external clients on behalf of the department. This role serves customers by providing product and service information, resolving product and service problems, and by addressing customer needs. The position s responsible for fostering positive working relationships with faculty, staff, students, and guests. This position will interact on a consistent basis with unit staff and customers who may include faculty, staff, students, parents, visitors, contractors and vendors. This position will supervise: N/A

Responsibilities

• Job Duty 1 - Serve as the initial contact to service the campus community and external clients to communicate policy, investigate issues and complaints and implement solutions. Check and routinely monitor the customer service support email portal to ensure coverage and responsiveness to customer inquiries in a timely manner
• Job Duty 2 - Research, troubleshoot, and analyze incoming requests/inquiries, ensuring all necessary information is documented in the computer management system
• Job Duty 3 - For customer inquiries requiring more than basic response, investigate and resolve customer issues directly, usually serving as the primary contact for a customer; follow up as necessary
• Job Duty 4 - Multi-task and exhaust all resources including, standard operating procedures, internal policy manuals, rules and regulations and Institute specific policies, along with various platforms to reach a resolution for the customer in a timely manner
• Job Duty 5 - Recognize and promptly escalate more complex and sensitive issues to management
• Job Duty 6 - Must be able to address customer complaints in a professional manner while taking the necessary customer service action to resolve issues
• Job Duty 7 - Participate in a variety of meetings, committees, and/or other related campus groups to communicate information regarding services and/or other pertinent information as appropriate. Educate customers on appropriate solutions, including permits and commute alternative programs.
• Job Duty 8 - Perform daily activities within the office including but not limited to answering phone lines, performing a variety of data entry tasks, responding to customer account inquiries (in person, by phone or email), processing outgoing mail, and scanning data for processing, and contributing to the customer service manual and SOPs for improvements, updates, and accuracy
• Job Duty 9 - Initiate contact with departmental customers on a consistent basis to communicate appropriate solutions based on consumer trends and historical data to ensure appropriate solutions for their business needs. Additionally, communicate upcoming programmatic changes
• Job Duty 10 - Perform other job-related duties as assigned

Required Qualifications

Educational Requirements
High School Diploma/GED or Vocational School Diploma

Other Required Qualifications
The job holder is required to stand and walk for periods of up to 30 minutes at various times during the work day.

Required Experience
Five or more years of job-related experience

Preferred Qualifications

Preferred Educational Qualifications
Bachelor's Degree or an equivalent combination of education and experience

Preferred Experience
Strong customer service experience and/or experience in parking or transportation is preferred

Knowledge, Skills, & Abilities

ABILITIES
Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion. Ability to problem solve and multi-task. Ability to effectively manage an increased workload during peak periods. Analytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a reasonable approach towards identifying and then solving the problem at hand.

KNOWLEDGE
Knowledge of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, and Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs. Parking software and equipment familiarity such as TIBA Parking Systems, Flex Parking, AIMS Parking Management (preferred)

SKILLS
Skills - Strong oral and written communication skills, with particular emphasis in the correct use of grammar and spelling. Effective communication skills with internal and external customers. Strong interpersonal and collaborative skills - works well both cross-functionally and independently. Strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers. Strong organizational and prioritization skills.