Lead Customer Service Representative
Job DescriptionTITLE: Lead Customer Service Representative
JOB CODE: 9018
EFFECTIVE DATE: 09/01/09
FLSA STATUS: E
EEO6 CODE: 4 = Secretarial/Clerical
GRADE: Pay Grade 9
PAY PLAN: Annually
PURPOSE: To provide customer service to clients and assist with administrative functions. Responsible for overseeing customer service departments requiring moderate exercise of independent judgment, initiative and ability to make decisions relative to campus support operations.
DUTIES AND RESPONSIBILITIES: Oversees process of responding to customer inquiries in compliance with all University standards. Responsible for department effectiveness. Manages the Customer Service Center script. Handles escalated phone calls with clients to ensure issues are resolved and customers are provided with appropriate information. Receive, edit, and process incoming customer telephone, email, and faxed orders in a timely manner. Support and resolve customer inquiries. Enter both customer requests and the completion information of those requests into an order processing system with minimal errors. Locate and interpret complex information from a number of databases and systems. Answer internal and external customer telephone calls both at the customer service desk and rotation at the switchboard. Implement opening and closing procedures including but not limited to balancing cash, printing reports, and documentation. Maintain accurate customer files. Access customer account information via computer software and make necessary entries in order to resolve problems and/or complaints, initiate or change service, process transactions. Complies with all State and University policies.
REQUIRED EDUCATION: $education
REQUIRED EDUCATION-OTHER: Bachelor's degree or equivalent.
REQUIRED EXPERIENCE / COMPETENCIES-OTHER:
OTHER REQUIREMENTS: Proficiency in all phases of work. Use of personal computer and standard office equipment. Usual office environment.
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