Edtech.com's Summary

University of Houston-System is hiring a Customer Service Rep 2. This role involves handling complex customer inquiries and complaints, conducting proactive customer service activities, and participating in negotiating solutions. Responsibilities also include managing survey assessments, potentially leading a team, and processing requests for university documentation.

Highlights

Responsible for addressing difficult customer inquiries and complaints.
Leads proactive customer service activities and manages periodic surveys.
Assists with the release of information and handles monetary transactions.
Requires proficiency in Microsoft Office Suite.
Hourly salary range of $16.63-$18.72.
Requires three years of experience or equivalent education.
Requires service leadership skills and ability to work under pressure.
High school diploma or GED is necessary.
Previous experience in higher education is advantageous.

Customer Service Rep 2 Full Description

Department:

Admissions

Salary:

$16.63-$18.72 Hourly

Description:

Receives and responds to the more difficult customer inquiries and complaints in person, by telephone and/or email. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities and may conduct periodic surveys to assess the effectiveness of the program.

1. Handles more difficult questions and issues; provides general information; verifies information; and refers individuals to applicable office or department for further assistance as needed.
2. May serve as team lead for lower-level customer service representatives, including coordinating entries in call center tracking database, ensuring vendor notification and resolution of issues.
3. Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.
4. Investigates complaints from customers and participates in negotiating solutions.
5. Conducts proactive customer service activities inside and outside the department.
6. May be involved in the release of information to, other universities or external agencies.
7. May handle money received as payment for processing forms.
8. May conduct periodic customer satisfaction surveys, prepare reports, and other departmental projects.
9. Performs other job-related duties as assigned.

MQ: Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of three (3) years of directly job-related experience.

Additional Posting Information:

Department is willing to accept education in lieu of experience.

The ideal candidate for this position should possess the following:

Higher Education experience.

Service leadership skills, including mutual respect, active listening, and responsiveness.
Must be a multi-tasker, extremely organized, and have the ability to work in a fast-paced, high-pressure environment, with strong interpersonal and problem-solving skills.
Ability to clearly interpret and implement policies and procedures.
Ability to interact with all levels of internal and external constituents.
Proficiency in Microsoft Office Suite.

The following documents are required:

Cover letter delineating the manner in which your work experience applies to the posting.
Resume
Salary History
Transcript
Three work references. The hiring department expects you to name current or past supervisors.

NOTE: We will maintain your confidentiality and notify you in advance of making contact with any of your references. References will be contacted only after the interviewing process has been completed.

Incomplete applications will not be reviewed.

All positions at the University of Houston-System are security sensitive and will require a criminal history check. The policy of the University of Houston-System and its universities is to ensure equal opportunity in all its educational programs and activities, and all terms and conditions of employment without regard to age, race, color, disability, religion, national origin, ethnicity, military status, genetic information, sex (including gender and pregnancy), sexual orientation, gender identity or status, or gender expression, except where such a distinction is required by law.

Original Job Description

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