What are the responsibilities and job description for the Call Center Agent (Customer Service Representative) position at Indiana University Bloomington?
Job Summary
- Provides exceptional customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization's products or services.
- Resolves questions and problems from students, employees, and other stakeholders accurately by explaining and interpreting policies and programs with limited research and guidance; provides answers to questions and resolutions to problems.
- Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services.
- Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
- Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases
- Redirects complex questions and issues to higher-level appointed staff and / or managers.
- Maintains high standards of confidentiality of all records and documents.
Qualifications
Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.
EDUCATION
Required
WORK EXPERIENCE
Required
SKILLS
Required
Working Conditions / Demands
This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.
Benefits Overview
For full-time staff employees, Indiana University offers a wide array of benefits including :
Learn more about our benefits by reviewing the IU Benefit Programs Brochure.
Job Classification
Career Level : Intermediate
FLSA : Nonexempt
Job Function : General Administration
Job Family : Customer Service
Click here to learn more about Indiana University's Job Framework.
Posting Disclaimer
This posting is scheduled to close at 11 : 59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.
If you wish to include a cover letter, you may include it with your resume when uploading attachments.
Equal Employment Opportunity
Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information.
