Customer Service Representative

5 hours ago


Medford, Oregon, United States Tufts University Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our Financial Services Operations team at Tufts University. As a key member of our team, you will provide exceptional customer service to faculty, staff, and students, resolving inquiries and issues in a timely and professional manner.

Key Responsibilities
  • Provide top-notch customer service to internal and external customers, responding to inquiries and resolving issues in a timely and professional manner.
  • Maintain comprehensive knowledge of financial operations processes, policies, and systems, and contribute to internal and external knowledge bases to ensure accurate and up-to-date information.
  • Respond to questions and resolve issues using the Financial Operations knowledge base within Salesforce and Peoplesoft Finance, following standard protocols and providing accurate and timely information.
  • Recognize trends and escalations, prioritizing tasks accordingly, and collecting required data to ensure efficient issue resolution.
  • Support the TSS model of excellent customer service and continuous improvement through collaborative teamwork, meeting service level agreements, and identifying opportunities for process improvements.
Requirements
  • High School Diploma or equivalent required, and a minimum of 5 years of work experience in a customer-facing role, preferably in financial operations or a related field.
  • Minimum of 3 years' experience in a customer-facing role, with a proven ability to maneuver difficult conversations and identify creative solutions for both the customer and the university.
  • Proficient in MS Office and able to respond effectively to inquiries both in person and over the phone, following established guidelines.
  • Attention to detail and accuracy, with excellent oral and written communication skills, and a customer service orientation.
  • Able to prioritize, meet deadlines, problem-solve, and research thoroughly, contributing to peer learning and collaborating in a team environment.
Preferred Qualifications
  • Associate Degree or Bachelor's Degree in a related field.
  • Professional certifications in financial operations or a related field, such as FCP or Project Management.
Pay Range

The salary for this position is based on related experience, expertise, and internal equity, with a minimum of $24.30, midpoint of $28.90, and maximum of $33.50 per hour.



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