Customer Service Representative
2 months ago
Capitalizing on over 140 years of history and tradition in downtown Los Angeles, the University of Southern California (USC) has embarked on an unprecedented period of expansion. USC is now poised to take its place as the preeminent research institution of the 21st century and we are looking for skilled, motivated professionals to help forge the future of higher education.
The USC department of Financial and Business Services (FBS): USCard Services is seeking a Customer Service Representative to join its team
The Work You Will Do:
The Customer Service Representative provides support to students, faculty, staff, parents, affiliates, internal departmental partners, and external customers. Responsibilities include processing in-person and online USC ID applications, issuing USC ID's, assisting with access control requests, and providing customer service support for Mailing Services, the Ticket Office, and the Cashier Office. The representative will answer phones, respond to customer emails through a ticketing system, and process payments for the sale of goods. Additionally, the role involves helping customers understand policies and procedures, resolving issues by offering solutions or arranging for service, and determining priorities. The representative may also lead student workers and works under general supervision.
Accountabilities: Provides customer service to students, faculty, staff and external customers. Meets customer needs, offers options, resolves problems and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor. Provides information regarding policies, procedures, terms, and programs related to the service area for students, parents, faculty, administrators, staff, and external customers. The Customer Service Representative must be proficient in departmental processes, policies, and procedures, and will assist customers by resolving issues, offering solutions, explanations, and options, or collaborating with University partners to find appropriate solutions. Identifies and prioritizes problems and issues related to service area. Performs research, offers solutions, options and strategies. Refers to appropriate person or department as needed, and/or arranges for service. Gathers data as necessary for related offices such as Financial Aid, Admissions, Student Conduct and student issues using the University Information Systems. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request. Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc. Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs. Provides services including processing and delivery of mail and packages, e.g.. UPS, Federal Express, Airborne, and U.S. Post Office. Receives key deposits and issues keys and/or maintains and balances a cash drawer on a daily basis. Assists in set up and scheduling of special events/promotions and equipment rental. Responsible for 24-hour pager coverage during holidays and weekends. This position may require travel as needed between the USCard Services offices located at the University Park Campus and Health Sciences Campus. Performs other duties as assigned or requested. The University reserves the right to add or change duties at any time. Qualifications: The ideal candidate for the position of Customer Service Representative meets the following preferred qualifications: Bachelor's Degree 2 years of related experience (e.g. student counseling, customer service) All candidates for the position of Customer Service Representative must meet the following minimum qualifications: High school or equivalent; however, combined experience/education as substitute for minimum education 1 year of customer service experience In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC's Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.
The hourly rate range for this position is $ $23.08. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
The work schedule for this position is Monday through Friday, 8:30 A.M. to 5:00 P.M. Please note that schedules and hours may change to accommodate business needs, and overtime may be required during specific times of the year. These periods include, but are not limited to, Fall and Spring registration, student move-in each semester, and preparation for new student orientation events in the summer.
About USC Financial and Business Services and USCard Services
The USC department of Financial and Business Services encompasses Business Services, Student Financial Services, the Ticket Office, and USCard Services. Our mission is to provide exceptional customer service to the University community.
USCard Services provides physical identification credentials to the USC community, including students, faculty, staff, and affiliates. We manage associated services such as access control to university facilities, student meal plans, discretionary accounts, faculty/staff payroll deduction accounts, and Mailing, Ticket Office, and Cashier Office services. At USC Financial and Business Services: USCard Services, we value integrity, excellence, diversity, equity and inclusion, well-being, open communication, and accountability. Learn more about USCard Services at
Ready to Make an Impact?
If you're excited about shaping the future of education and joining a high-achieving team, apply today Help us create transformative learning experiences that prepare students for the future. Submit your resume and application now to be a part of our journey.
The University of Southern California values diversity and is committed to equal opportunity in employment.
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Minimum Qualifications: High school or equivalent; however, combined experience/education as substitute for minimum education 1 year of customer service experience
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