Customer Service Representative (344)

Customer Service Representative

Working Position Title - Customer Service Representative

Classification - Customer Service Representative

Position Number - 00000344

Employee Class - Staff

Full-Time/Part Time - Full-Time

FTE - 1.00

Position Status - Regular

FLSA - Non-Exempt

Job code - 4808

Union Representation - Non-Union

Unit/Department - Bursar

College/Unit - AVP Finance

Division - Administration & Finance

Location - SP 210

Position Summary, Requirements, and Qualifications

Overview - Northern Illinois University (NIU) is a nationally recognized public research university located in DeKalb, Illinois, just 65 miles west of Chicago. With a strong commitment to student success, equity, and innovation, NIU serves a diverse student population and is a leader in social mobility, providing meaningful opportunities for first-generation and underrepresented students. Serving a diverse student population, NIU prioritizes a supportive and inclusive campus environment where all students can thrive. The Office of the Bursar plays a vital role in supporting this mission by managing critical financial services that ensure students have a smooth and transparent experience with tuition billing, payments, and account management. Joining NIU's Office of the Bursar means becoming part of a dedicated team committed to excellence, integrity, and outstanding customer service. The office values collaboration, continuous improvement, and the use of innovative technology to meet the financial needs of students, families, and the university community.

Position Summary - The primary responsibility of this position is in the area of Commercial Accounts Receivable. This position is responsible for processing invoices, maintaining customer accounts, preparing payments, and providing support to internal departments and external vendors. The ideal candidate will have strong attention to detail, data entry proficiency, a working knowledge of billing practices, and experience using computerized financial systems in a professional office setting.

Essential Duties and Responsibilities - Customer Service, Research and Troubleshooting Provide customer service to outside vendors, staff and NIU departments by phone, in person, or electronically Answer routine inquiries from customers to clarify invoices, statements, and account past due notices aligning with current policies and procedures Apply quality controls and comprehensive knowledge about Commercial Accounts Receivable activities to identify discrepancies and resolve them in a timely manner Provide back-up assistance with reconciliation and business-related activities to ensure Commercial Accounts Receivable daily operational needs are met Respond to complex inquiries Maintain record of customer inquiries, interactions and feedback Invoices Prepare and enter new invoice requests from departments that do not have access to the Financial Management System (FMS) Maintain an internal tracking list to monitor account status and ensure readiness for billing Verify pending invoices from departments that have access to enter charges in FMS and approve them for processing Create and maintain current customer information in FMS Review documents to determine adequacy or acceptability of information needed Payments Prepare daily payments for cashiering deposit(s) Verify and post the deposit(s) Reconcile and run payment reports Other Office Duties Maintain departmental filing Assist with the collection processes Backup for generating and distributing finalized invoices Perform other related duties as assigned by Accounting Specialist supervisor/Associate Bursar

Minimum Required Qualifications (Civil Service) - High school diploma or equivalent. Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's degree (120 semester hours) equals three (3) years (36 months) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills, and Abilities (KSAs) (Civil Service) - Knowledge of principles and processes for providing customer and personal services. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory. Skill in understanding written sentences and paragraphs in work related documents. Skill in managing one's own time and the time of others. Ability to communicate information and ideas in speaking so others will understand. Ability to listen to and understand information and ideas presented through spoken words and sentences.

Specialty Factors (Civil Service) - None

Preferred Qualifications (Civil Service) - Bachelor's Degree Two (2) years experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience Detail Oriented Ability to analyze accounts and make component decisions. Proficient in Excel, Word and Financial ERP Systems.

Appointment and Compensation Details

Appointment and Compensation Details

Anticipated Appointment Start Date - 7/16/26

Anticipated Appointment End Date

Percent of Staff Year - 1.00

Standard Hours Per Week - 37.50

Working Hours - Monday-Friday, 8 am-4:30 pm, one-hour unpaid lunch

Salary - $35,100.00-$39,214.50 annually; NIU offers a robust benefits package.

Hourly or Semi-monthly Pay Rate/Range - $18.00-$20.11 hourly

Earn Type - Hourly

Application Procedure

Application Procedure

Application Procedure - Application Procedure: Fully complete the Education and Work History sections of the application. Be specific on your entire work history, including employment dates and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Important: Please upload any unofficial transcript(s) and/or documentation that verifies any education, experience, and/or training you have received. If eligible for Veteran's Preference Points, DD214/DD215/NGB22/DD256 paperwork reflecting an Honorable Discharge MUST be uploaded to this application to receive the maximum eligible points on the Civil Service examination. After the posting has closed, your submission will be reviewed to determine if you meet the minimum qualifications for the classification, including any specialty factors associated with this position. If you meet the minimum required qualifications for this position, you will receive a score based on your education and experience, and your name will be placed on the active employment register. Please monitor your e-mail for further information regarding your application. Emails will be generated from View email address on click.appcast.io and View email address on click.appcast.io. Please add these emails to your address book to ensure timely delivery of any future communication. Illinois residency required within 180 days of the hire date. Credentials Assessment Examination: The examination for this position is a Credentials Assessment and is based on your application materials as submitted for this posting. A Credential Assessment is a rating by the Human Resources Office of an applicant's/employee's education, experience, and special credentials/qualifications (licenses, etc.). Applicants are required to upload documentation to verify the minimum qualifications for this position has been met. Required documentation noted in the posting, such as a driver's license, licensures, or certifications MUST be uploaded with your application materials. After assessment of all qualified applicants has been completed for this position, the names with the top three (3) scores will be referred to the hiring department for interview. Additional Details: Click on Customer Service Representative for more information including salary ranges, typical duties, minimum acceptable qualifications, and testing requirements. Please click on Human Resource Services – Benefits for detailed information about Northern Illinois University's benefits package. Employment is contingent upon your passing a criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Special Instructions

Quick Link to Applicant -

Is Background Check Required? - Yes

EEO Statement Summary - In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, ethnicity, color, national origin, ancestry, sex, religion, age, disability (physical and mental), marital status, veteran status, sexual orientation, gender (identity and expression), political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action. The following person has been designated to handle inquiries regarding the non-