Customer Service Series

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Employees in this series provide customer related services and interfaces with campus clients to ascertain, promote, and monitor the quality of services provided. The primary focus of positions in this series is customer service.

DESCRIPTIONS OF LEVELS OF WORK

Employees in this class are entry level assistants who receive training in departmental rules, regulations, and policies and provide basic informational services to campus clients. They work under direct supervision from higher personnel.

A(n) Customer Service Assistant typically -

1. responds to routine inquiries from clients in order to provide or clarify information on departmental services, policies, and procedures;
2. researches inquiries and provides point of contact for quality control concerns and related solutions;
3. composes and distributes routine correspondence and/or documents;
4. conducts surveys and gathers data for statistical studies;
5. resolves customer service complaints and refers unresolved customer grievances to designated personnel for further investigation;
6. prepares reports of contacts regarding quality;
7. prepares information for the campus on departmental standards and policies;
8. communicates with and informs campus clients on recent improvements and departmental developments;
9. performs on-site visits to campus clients in order to ascertain and monitor the quality of services provided;
10. greets visitors, determine nature and purpose of visit, direct and/or escort them to destination, provide information regarding organization and employees;
11. reports client feedback to higher personnel;
12. assists higher level personnel in examining and maintaining departmental records and reports;
13. receives payment for fees, bills, and assessments issued by the institution; verifies amount due as shown on statement against payment offered, gives change if necessary, issues receipt, and deposits payments received, within a framework of explicit procedures and instructions and subject to minimal personal discretion;
14. balances daily transactions;
15. receives, verifies, and processes cash sales;
16. performs other related duties as assigned.

Employees at this level are journey-level representatives who provide standard informational services to campus clients. They work under general supervision from higher level personnel.

A(n) Customer Service Representative typically -

1. responds to complex inquiries (e.g., those involve approval from higher level personnel) in order to provide or clarify information on departmental services, policies, and procedures;
2. researches complex inquiries using multiple sources for quality control concerns and solves problems on individual cases;
3. composes complex correspondence and creates documentation/records;
4. maintains record of customer interactions and transactions, recording details of inquiries, complaints and comments including any action taken;
5. reports client feedback, identifies problems and trends, and suggests resolutions to higher level personnel;
6. creates, updates, revises and retrieves records and files of average difficulty, which may include confidential materials;
7. performs administrative support tasks such as proofreading and correcting errors, transcribing and keyboarding such as correspondence, narrative reports, operates office equipment;
8. performs work related to the lower level in this series;
9. performs other related duties as assigned.

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.

A(n) Customer Service Specialist typically -

1. 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;
2. prepares reports on activities of assigned personnel and attitudes of campus clients; recommends departmental improvements to promote client participation;
3. interviews, hires, trains, assigns, and reviews work and evaluates assigned staff;
4. organizes quality customer satisfaction programs;
5. serves as the primary contact point for customers in various situations;
6. serves as the liaison between the unit, internal staff, external units, and outside agencies;
7. answers questions requiring the application of regulations and procedures to specific problems or transactions;
8. reviews documents to determine adequacy or acceptability of information needed;
9. maintains awareness of organizational activities of impact to the unit; coordinates and expedites necessary actions;
10. performs work related to the lower levels in this series;
11. performs other related duties as assigned.

MINIMUM ACCEPTABLE QUALIFICATIONS

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

1. High school diploma or equivalent.
2. Any one or combination totaling eighteen (18) months from the following categories:
   1. college coursework in any discipline 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

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of principles and processes for providing customer and personal services.
2. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.
4. Skill in understanding written sentences and paragraphs in work-related documents.
5. Skill in managing one's own time and the time of others.
6. Ability to communicate information and ideas in speaking so others will understand.
7. Ability to listen to and understand information and ideas presented through spoken words and sentences.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

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

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of principles and processes for providing customer and personal services.
2. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.
4. Skill in understanding written sentences and paragraphs in work related documents.
5. Skill in managing one’s own time and the time of others.
6. Ability to communicate information and ideas in speaking so others will understand.
7. Ability to listen to and understand information and ideas presented through spoken words and sentences.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

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

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

1. Knowledge of principles and processes for providing customer and personal services.
2. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.
4. Skill in understanding written sentences and paragraphs in work related documents.
5. Skill in managing one's own time and the time of others.
6. Ability to communicate information and ideas in speaking so others will understand.
7. Ability to listen to and understand information and ideas presented through spoken words and sentences.
8. Ability to supervise.