Customer Service Representative
Job Description
Posting Number
PG194084SPInternal Recruitment
NoWorking Title
Customer Service RepresentativeAnticipated Hiring Range
$36,000 - $38,890Work Schedule
Will be asked to work an 8 hour shift between 7:00 am and 5:00 pm, Monday through Friday, with a one hour scheduled lunch; may vary by day or week. Overtime may occasionally be required, based on departmental needs, which may include weekends.Job Location
Raleigh, NCDepartment
TransportationAbout the Department
Essential Job Duties
Primarily (60%), this position will utilize a thorough knowledge of the campus streets, buildings, facilities, and parking policies to assist customers as the initial point of contact for in-person visitors to campus at the Visitor Information Center (VIC).
The Visitor Information Center (VIC) Host will:
- Work independently at the VIC.
- Assist all campus visitors that drive up to the gates.
- Answer any incoming calls to the VIC.
- Provide information and assistance to all customers.
- Interpret and disseminate information regarding transportation policies and procedures to customers in a way that is easily understandable.
- Use parking management software (AIMS) to confirm permit details of visitors
- Issue temporary virtual permits to customers
- Provide specific directions to various campus locations.
- Continuously and consistently present a positive image of the University.
During times without customers (40%), this position will also assist front office staff in providing remote customer service via email and phone assistance. They will field phone calls, greet guests and respond to emails using the same skills and knowledge required when helping customers in person.
In this capacity, the VIC Host will:
- Screen calls and emails.
- Formulate, type and revise departmental correspondence.
- Verify accounts for ticket payments, permit purchases, waiting lists and refunds with a focus on Carpool permit processing, approving, monitoring, communicating and reporting.
- Provide information and assistance to all customers.
- Interpret and disseminate information regarding transportation policies and procedures to customers in a way that is easily understandable.
Other Responsibilities
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts NC State University’s rights to assign or reassign duties and responsibilities to this job at any time. Other duties as assigned to help the unit achieve departmental goals.
Minimum Experience/Education
Other Required Qualifications
- Ability to quickly learn and use a variety of office equipment and software, including parking software, copiers, receipt printers, databases, spreadsheets, Microsoft Office, Zoom, Google Suite, and Cisco multi-line phone systems.
- Demonstrated ability to make autonomous decisions within established policies and procedures, using sound judgment and best business practices.
- Excellent interpersonal, verbal, and written communication skills, with the ability to clearly explain policies and regulations to customers. Skilled in handling communication through text, chat, email, phone, video conferencing, and in-person interactions.
- Proven ability to provide exceptional customer service to diverse personalities, efficiently handling inquiries, transferring calls, and taking messages. Identifying customer trends and reporting them to management for analysis.
- Administrative experience with proven organizational skills, capable of managing and prioritizing multiple tasks and pivoting between them as required.
- Ability to compile and review reports, recommend improvements or strategies for change, and respond to inquiries professionally, accurately, and confidentially.
- Willingness and ability to learn new programs, services, policies, and procedures.
Preferred Qualifications
Required License or Certification
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
06/25/2024Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)
07/01/2024Special Instructions
Make sure that the work history you list on your application is identical to the work history listed on your resume. The application must be filled out completely, do not use the phrase “see resume.”
Position Number
00041049Position Type
SHRAPosition Classification Band Title
Administrative Support AssociatePosition Classification Band Level
JourneyPosition Classification Salary Range
$ 33,540 - $ 54,455Salary Grade Equivalency
GN04Alternate Option
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.00Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Mandatory - Medical EmergenciesTime Limited Position
NoDepartment Id
424001 - TransportationAA/EEO
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
*Please mention you saw this ad on HispanicsInAcademia.*