Customer Service Representative

Job Title

Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

Job Description

Employees at this level are journey-level representatives who provide standard informational services to campus clients. They work under general supervision from higher level personnel.

Examples of Duties

Responds to complex inquiries (e.g., those involve approval from higher level personnel) in order to provide or clarify information on departmental services, policies, and procedures;

researches complex inquiries using multiple sources for quality control concerns and solves problems on individual cases;

composes complex correspondence and creates documentation/records;

maintains record of customer interactions and transactions, recording details of inquiries, complaints and comments including any action taken;

reports client feedback, identifies problems and trends, and suggests resolutions to higher level personnel;

creates, updates, revises and retrieves records and files of average difficulty, which may include confidential materials;

performs administrative support tasks such as proofreading and correcting errors, transcribing and keyboarding such as correspondence, narrative reports, operates office equipment;

performs work related to the lower level in this series;

performs other related duties as assigned.

Qualifications

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

Supplemental Information

Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position. Tips for Completing a Civil Service Application: 1. To be eligible for the role, ensure that your application includes a complete and detailed employment history that highlights your relevant full-time and part-time work experience, including start and end dates of employment. 2. Relevant part-time work experience will count towards the qualifications for this position and will be converted to full-time equivalence to calculate the total length of experience. 3. Upload all official transcripts to meet the educational requirements. If the job description specifies a minimum number of college hours, transcripts are mandatory for the successful processing of your application. 4. Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application, unless the same proof has already been submitted in a previous application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). 5. After the position has closed, your application and supporting materials will be reviewed to determine if you meet the minimum qualifications, including any specialty factors associated with this position. Those who qualify will move forward for Civil Service Examination/Testing. 6. Please monitor your e-mail for further information regarding your application. Emails will be generated from View email address on click.appcast.io. 7. For more information on Civil Service classifications, please visit the SUCSS web site at sucss.illinois.gov About Civil Service Examination/Testing: The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of application materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, your application will move forward for examination/testing in which you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. This score will be emailed to the email address noted on your application. After the application deadline, the names within the top three scores will be referred to the department for interview.

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