Customer Service Representative (CS25-061)
Southern Illinois University - edwardsville, IL
Apply NowJob Description
Salary: $35,841.83 Annually Location : Edwardsville, IL Job Type: Full Time Job Number: 00441 Division: Student Affairs, VC Department: Housing Opening Date: 10/03/2024 Closing Date: 10/17/2024 11:59 PM Central FLSA: Non-Exempt Description The Customer Service Representative serves as the primary point of contact for vendors, residents, and community members seeking assistance from the University Housing and Facilities Management (UHFM) department. This role involves managing customer service complaints, representing UHFM both in the office and on-site, and overseeing various administrative and operational tasks. Responsibilities include handling work orders, monitoring maintenance requests, processing payroll documentation, coordinating employee training, managing key inventory, and maintaining vehicle records. The Coordinator will also assist with recruitment, orientation, and documentation for UHFM employees and student workers. Key Responsibilities: Customer Service and Communication: Act as the first point of contact for vendors, residents, and community members contacting UHFM. Address and resolve customer service complaints or feedback from residents, ensuring necessary follow-up. Represent UHFM in both office settings and field situations, providing accurate assistance and information as needed. Work Order Management: Complete TMA closing by entering trade comments and posting time for each work order from the prior workday. Identify and follow up on additional service needs with residents to ensure appropriate levels of service and closure of work orders. Monitor trends in unit issues and follow up with customers as needed. Process and assign TMA work order requests submitted after hours to the appropriate trade. Assist with monitoring open maintenance requests, creating and assigning work orders based on priority. Documentation and Payroll: Prepare and review documentation for payroll processing, including absence slips, overtime slips, leave forms, etc. Enter payroll data in Banner for UHFM bi-weekly employees, extra help, and student workers. Handle PEALEAV processing and entry in Banner for UHFM semi-monthly paid employees. Process overtime documentation and verify accuracy against union contracts. Generate, circulate for signature, and retain biweekly and semi-monthly employee time cards. Employee Coordination and Training: Coordinate department orientation for UHFM maintenance employees, including preparation of orientation materials. Maintain employee training records, including health and safety requirements. Manage personnel records, including confidential materials, for all UHFM employees. Recruit and interview maintenance student employees and oversee their orientation and documentation. Administrative Duties: Handle the complex calculation of extra help benefits payments for five unions, including completion of union forms and purchase requisitions. Oversee UHFM key inventory, including distribution and collection of keys, and maintain documentation of key control. Maintain and verify annual inventory of radios and batteries. Manage Housing vehicle records (excluding UHFM Grounds), including monthly mileage collection. Distribute UHFM mail and attend meetings as required. Attend and complete assigned training sessions. Make recommendations for changes in operating procedures. Supervision: Provide indirect supervision of UHFM student workers. Additional Duties: Perform other duties as assigned to support the objectives of the UHFM department. Typical Qualifications Minimum Qualifications: High school diploma or equivalent. Any one or combination totaling three (3) years (36 months) from the following categories: 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) 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: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, writing correspondence, and evaluation of customer satisfaction. Must be able to perform accurate data entry using Microsoft office programs like Word, Excel, and Outlook, the on-line maintenance request database (TMA) plus work successfully in SIUE systems like Banner, Hire Touch, and the Housing Management System. Oral and written communication skills and experienced with answering multiple phone lines. Experience with creating and maintaining tracking logs plus creating and maintaining a file system. Ability to combine pieces of information to form general rules or conclusions, often needed related to living unit maintenance and work completed in space. Ability to provide direction and guidance to student employees. Customer service experience, organization and time management abilities, and a team player. Should be capable of working closely with students and staff in time sensitive, high pressure situations and possess the ability to keep issues confidential. Must be able to work in a fast paced environment with frequent interruptions caused by the phone and visitors/workers needing assistance and keys. Awareness of the overall University Housing philosophy as it relates to service and education for the campus community. Additional knowledge to complete above responsibilities and duties. Supplemental Information Civil Service Information: Civil Service Application - FAQs Application Instructions: How to Apply - Step by Step Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position. Illinois residency requires proof of a valid Illinois Driver's License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment. Classification: State Universities Civil Service System Classification Number: 4808 - SUCSS Classification Title. For more information on Civil Service classifications, please visit the State Universities Civil Service System website at: . Veterans: Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit, please refer to the Guide for Veteran Document Verification. Pre-Employment Screening: External candidates receiving a job offer must undergo pre-employment screening, including a criminal background check. For safety sensitive positions, a drug screen will also be required. Work Authorization Information: This position does not offer work authorization sponsorship. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status. F-1 and J-1 visa holders must be enrolled full-time and can only apply for temporary part-time roles working 20 hours or less per week during spring and fall semesters, such as student worker positions, assistantships, and civil service extra help roles. SIUE is a state university, and it's important to highlight that benefits from state-sponsored plans may not be accessible to individuals on F1 or J1 visas. Accommodation: If you are unable to utilize our online application system and need to request an accommodation, please reach out to us at or via email at: Statement of Diversity: SIUE is an Equal Opportunity Employer committed to an inclusive and diverse workforce. We firmly believe in providing equal access and opportunity to individuals across all job titles. We will not discriminate against any person on the basis of race, national origin, ethnicity, color, religion, disability, age, marital status, sex, sexual orientation or veteran's status. SIUE cultivates an atmosphere of inclusivity, respect, and warmth that fosters learning and collaboration. Each member of our university community bears the responsibility of actively contributing to this enriching campus environment. We encourage individuals who are dedicated to upholding these values to apply. To learn more about SIUE's Mission and statement on diversity, please visit: We value your interest and look forward to reviewing your application. For questions or more information, please email . SIUE offers an exceptional array of benefits to all full-time and part-time employees (50% or more receive benefits accrued at the percentage of appointment) including: Medical, dental, and vision insurance; University tuition waivers (full-time receive 100% waiver of tuition) Life insurance; SURS retirement plan; Supplemental retirement savings plans; Paid vacation and sick leave accrual; Generous holiday schedule/paid holidays; WorkLife programs; Employee Assistance Program (mental health and wellness); Employee discounts (local and national retailers); Flexible Spending Account Program; For more about our benefits and employee services, visit: 01 Are you legally authorized to work in the United States? Yes No 02 Do you possess the necessary experience as stated in the Minimum Qualifications? Yes No Required Question
Created: 2024-10-07