Customer Service Representative

8 hours ago


Lowell, Massachusetts, United States UMass Lowell Full time
Job Summary

The Student Affairs/Residence Life Part-Time Customer Service Specialists (CSS) are friendly and highly analytical individuals. The CSS will answer customer queries and resolve issues via appropriate channels, maintain knowledge of the services provided through our housing operations and residential education teams, obtain customer feedback, and provide basic levels of training to new student members of the team.

Key Responsibilities
  • Provide exceptional customer service to students, families, and community members.
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Maintain knowledge of housing operations and residential education services.
  • Obtain customer feedback and use it to improve services.
  • Provide basic levels of training to new student members of the team.
Requirements
  • High School Diploma or equivalent.
  • Ability to respond appropriately under pressure.
  • Sound judgment and excellent problem-solving skills.
  • Positive attitude and ability to build relationships with colleagues, students, families, and clients.
  • Experience and understanding of effective customer service procedures.
  • Outstanding conflict mediation skills.
  • Strong communication and documentation skills.
  • Desire to solve problems and take appropriate initiative.
  • Ability to maintain composure during high-stress situations and under heavy workload.
  • Proficiency in Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.
Preferred Qualifications
  • Prior experience with student or apartment housing, reservation, or help desk software.
  • Associate's or Bachelor's degree.
  • Bachelor's degree in Business, Communications, or a related field.
  • Ability to speak a second language.
  • Previous Higher Education administration experience.
  • Experience with supervision of students/staff.


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