Customer Services Representative

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 (FPM) – Student Account Services is seeking a Customer Services Representative to join its team.

THE WORK YOU WILL DO

The Customer Services Representative provides customer service to students, parents, faculty, administrators, staff and other outside customers. Assists customers in understanding policies and procedures. Resolves issues by offering solutions, explanations, options or by arranging for service. Determines priorities. May lead student workers. Works under general supervision.

The Customer Services Representative:

• 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 and procedures, terms and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers.

• 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.

• Studies and maintains currency with all applicable policies and procedures, contracts and related legal issues.

• 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.

• Notifies appropriate personnel in the event of an emergency. Maintains complete and accurate records of all student-or staff-related safety incidents.

• Composes memos and letters based on knowledge of departmental and University policies and procedures. Compiles statistical reports and studies as requested.

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

• In the event of an emergency, the employee holding this position is required to “report to duty” in accordance with the university’s Emergency Operations Plan and/or the employee’s department’s emergency response and/or recovery plans.  Familiarity with those plans and regular training to implement those plans is required. During or immediately following an emergency, the employee will be notified to assist in the emergency response efforts, and mobilize other staff members if needed.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Customer Services Representative meets the following criteria:

• Bachelor’s Degree

• 2 years of relevant experience

• Student counseling, customer service

MINIMUM QUALIFICATIONS

Candidates for the position of Customer Services Representative must meet the following qualifications:

• High School diploma or equivalent.

• Combined experience/education as substitute for minimum education

• 1 year of customer service experience

About Financial and Business Services (FBS) :

FBS consists of the following departments: Bank Reconciliation, Bursar Administration, Business Services, Equipment Management, Financial Analysis, Organizational Improvement Services, Space Management, Sponsored Projects Accounting, Student Financial Services, Ticket Office, and USCard. At USC FBS, our promise is to provide exceptional customer service.  We are here to help the University community! FBS values Accountability, Teamwork, Open Communication, Integrity, and Opportunities for Growth & Professional Development. Join us – apply today!

The University of Southern California values diversity and is committed to equal opportunity in employment.

Minimum Education:
High School or equivalent
Combined experience/education as substitute for minimum education

Minimum Experience:
1 Year
Combined education/experience as substitute for minimum experience

Minimum Field of Expertise:
Customer service