Customer Service Representative

Job Description Summary:

The Customer Service Representative is a commercial contract position that was developed for the University of Houston (UOH) contract services. This position is primarily responsible for receiving facilities operations work order requests via telephone, email, and social media for the University of Houston's Facility/Construction Management and entering the requests into the client's Facilities Order Management Information System (FAMIS). This program will operate on a 24-hour, 7-days-a-week basis, with both full-time and part-time operator schedules.


The Customer Service Representative must set a good example and constantly demonstrate the Light (LIGHT) Principles of Leadership, Integrity, Growth, Humility and Trust. It is important for individuals to be committed to a continuous learning environment and a champion for change, with a teamwork mentality.


Mission:


To enable and empower people who are blind or low vision to realize their full potential.

Roles and Responsibilities:

• Enters facilities work orders requests for client received by various communication methods including telephone, email, and social media into the UoH Facilities Order Management Information System (ReAdy and Aim).
• Ensures all information is accurate to be able to resolve work order with provided information.
• Responds to all requests with a client-centered focus on professionalism, empathy, sense of urgency and customer satisfaction.
• Documents all incoming calls, assesses client needs, and makes appropriate transfers and referrals.
• Follows up on customer requests with effective communication verbally or in writing and updates the supervisor on all correspondence.
• Applies good listening and writing skills on every request to ensure information is provided to the client or team member accurately for any needed actions and keeps the supervisor informed of any issues/problems that need to be escalated.
• Prepares for shift prior to shift start and after shift start by ensuring that the hand-off to the next team member is a smooth and efficient shift change process.
• Ensures computer and software are operable and in good condition prior to shift start and report any concerns to Supervisor/Team Lead or customer service representative within required timeframe.
• Applies the principles and values of customer service and continuous quality improvement while performing day-to-day work activities.

• Maintains positive working relationships and fosters cooperative work environment with the client and customer service team.
• Responds to customer and organization emails in a timely manner and reports any issues or concerns to the customer and ensures follow up and resolution.
• Attends customer team meetings when required and provides any updates, suggestions or concerns for team and process improvement.
• Follows and complies with the organization's Code of Conduct, Harassment and Workplace policies and procedures and customer's workplace policies.
• Update Supervisor/Team Lead with any work issues or concerns immediately after discovery or being notified via required information source.
• Follows all confidentiality rules to preserve data quality and reduce chance for information or compromise.
• Performs other related job duties as needed.

Education, Licensure and Experience:

• High school diploma or GED
• Minimum 1 -3 years of customer service or call center experience is preferred.

Knowledge Skills and Abilities

• Good customer service and communication skills.
• Able to diffuse and resolve issues with professionalism, tactfulness, and respect.
• Strong level of confidentiality due to sensitivity of materials and information needed.
• Ability to research and look up client information using software and programs provided by the organization.
• Good listening skills and able to effectively communicate with client and customer service team.
• Ability to prioritize and work at a high level of accuracy.
• High multi-tasking and organizational skills, time-management, and attention to detail.

• Ability to work under pressure, meet deadlines, adapt to fast-paced work conditions and changes and expectations of the clients.
• Ability to work independently or in a team setting.
• Excellent computer skills with proficiency in using Microsoft Outlook and other Microsoft Office applications, and able to adapt to different software programs such as assistive technology and client provided systems.
• Demonstrated ability to use computer, printer, scanner, telephone, and use of assistive technology such as Zoom Text, Jaws, or other Blind/Low Vision assistive technology aids.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Physical Demands and Working Conditions


The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• This position requires prolonged periods of sitting and frequent use of the computer for keyboarding and data entry. This position may also require some lifting of boxes of 10 to 40 pounds. Lifting assistance can be provided for boxes greater than 50 pounds.