Customer Service Rep II

Job Title

The University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location: 60 Crittenden Blvd, Rochester, New York, United States of America, 14620

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: Transportation and Logistics

Work Shift: UR - Evening (United States of America)

Range: UR URG 103 H

Compensation Range: $18.00 - $25.14

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Provides timely responses to customer inquiries by telephone, email or website, or inbound/outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints. Works within established procedures with a moderate degree of supervision. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions.

Hours: Mon-Fri 2:30pm-11pm

Essential Functions

• Assists patrons over the phone and through email. Ensures transactions are entered promptly and accurately for accounting. Enters customer data information. Performs radio calls to assist with customer concerns.
• Provides clear lines of communication between management, office staff, and field staff.
• Tracks and logs data, such as jobs dispatched. Provides information to internal and external customers in regards to assigned area.
• May monitors premises using CCTV and Remote Access Control.
• Other duties as assigned.

Minimum Education & Experience

• High School diploma and 1 year of relevant experience required
• Or equivalent combination of education and experience

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.