Customer Service Representative II

October 11, 2024

University of Houston


Customer Service Representative II  – (STA010926) Customer Service Rep 2 
Organization
: H0210 Admissions 

Description

 

Receives and responds to the more difficult customer inquiries and complaints in person, by telephone and/or email. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities, and may conduct periodic surveys to assess the effectiveness of the program.

  • Handles more difficult questions and issues; provides general information; verifies information; and refers individuals to applicable office or department for further assistance as needed.
  • May serve as team lead for lower level customer service representatives, including coordinating entries in call center tracking database, ensuring vendor notification and resolution of issues.
  • Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.
  • Investigates complaints from customers and participates in negotiating solutions.
  • Conducts proactive customer service activities inside and outside the department.
  • May be involved in the release of information to, other universities or external agencies.
  • May handle money received as payment for processing forms.
  • May conduct periodic customer satisfaction surveys, prepare reports, and other departmental projects.
  • Performs other job-related duties as assigned.

    •  

    EEO/AA
    The following documents are required:
    • Resume
    • Three references. 
    Incomplete applications will not be reviewed.

     

    Qualifications

     

    High school and 3 years experience

    Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of three (3) years of directly job-related experience.
    Additional Job Posting Information: 
    -Department is willing to accept education in lieu of experience. 
    -Department is willing to accept experience in lieu of education. 
    May Be Eligible for Alternative Workplace Arrangements.

     
    Notes to Applicant: The following documents are required: (1) Resume and (2) Three references. Incomplete applications will not be reviewed. 
    Salary: 13.32 – 16.64 
    Required Attachments by Candidate: Resume 
    Employee Status
    : Regular/Benefits 
    Job Posting
    : Oct 4, 2022, 11:07:46 AM

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