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Customer Service Technician

Basic Position Information

Job Code: 5547

Title: Customer Service Technician

Department: Financial Aid

Essential Personnel: N

Job Family: Administrative Support

Job Sub-Family: Customer Service

FLSA Classification: NE

Job Grade: 9

Grade Min: $32,995

Grade Mid: $38,769

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Customer Service Technician provides general information to current and prospective students and to other university visitors.

Duties

  • Provides customer support by answering questions and resolving minor issues.
  • Collects documents and provides assistance with obtaining documents
  • Ensures the customer understands processes
  • Performs data entry and administrative tasks as required.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Supervises student workers

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Supervises the work of student employees.

Qualifications

Required Education:

  • Completion of some college coursework

Required Experience:

  • Minimum of one (1) year of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of the departmental processes in a higher education environment, and of the associated trends, issues, and accepted practices.

Skills:

  • Good technical skills, including proficiency in PeopleSoft;
  • Strong analytical and problem-solving skills;
  • Excellent interpersonal and communication skills.

Abilities:

  • Ability to understand and explain university policies and processes;
  • Ability to verify information for customers and assist;
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Computer/Automated System Proficiency

  • Proficient in the use of university applications or automated systems to perform job duties.
  • Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Supervision

  • Supervises the work of staff employees.
  • Sets clear goals and expectations within reasonable timeframes.
  • Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
  • Provides mentorship and guidance by sharing expertise and best practices.
  • Supports staff by providing essential resources, professional development opportunities, and open communication.
  • Promptly addresses performance issues with appropriate measures and discretion.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:10 AM