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Customer Service Representative

Customer Service Representative Job Description:
Job Summary:
Customer Service Representative(CSR) serve in a front line customer focused role for the Office of Housing and Residence Life. CSRs are responsible to deliver high quality customer service and will perform the following tasks: working the HRL front desk, answering phones and emails, helping to monitor the HRL social media accounts; addressing questions specific to a student’s housing account, assignment, or general housing information. CSRs are required to be courteous and professional at all times.
Duties and Responsibilities:
• Manage phone calls and in-person visitors in a professional and helpful manner
• Provide friendly and courteous customer service to all guests and clients
• Ensure delivered mail is disbursed out to the recipient as appropriate
• Maintain detailed knowledge of the services provided by Housing and Residence Life
• Represent HRL in a positive and professional way in all interactions
• Answer questions as trained and find an answer if one is unknown
• Respond to email and social media inquiries in a timely manner
• Maintain Division of Student Affairs Standards and HRL set quality objectives
• Attend all-team meetings and individual training sessions
• Follow appropriate policies regarding information privacy, interaction tracking, and engaging supervisor when escalated or complex interactions or questions arise
• Other duties as assigned
Knowledge, Skills, & Abilities:
• Ability to take tours through the halls on both sides of campus
• Social media experience is a plus
• Previous customer service work preferred
• Good time management skills
• Possess strong critical-thinking skills
• Microsoft Office knowledge
• Must be in good academic and judicial standing o Minimum of a 2.5 cumulative GPA (or be a first-semester student)
• Must be able to work during the hours of 9 AM and 5 PM, Monday – Friday, with some weekend or evening hours as business needs determine
• Reliable personal transportation
Time Commitment:
Must work approximately 15 – 25 hours per week, but will not be scheduled for more than 25 hours per week on a regular basis. Preference will be given to students available to extend their employment to work through the summer.

IUPUI Profiles of Learning for Undergraduate Success:
In this position students can expect to gain important skills that will help them in their careers after graduation. Examples of skills that students will be able to grow in this position include but are not limited to; professionalism, critical thinking, collaboration, and communication. The category of the IUPUI Profiles of Learning that this position most aligns with is Problem Solver. In this position often times you will be asked questions that require you to be able to gather information, form a response, and then convey that effectively back to the parent or student. Student will need to quickly and efficiently analyze information they are given by other staff in the office in order to be able to provide helpful and friendly customer service.