Customer Service Representative- Airport

Note for Current UM Employees

Current employees must apply internally via ConnectU > connectu.olemiss.edu

The University of Mississippi

"The University of Mississippi — fondly referred to as Ole Miss — stands as a premier public research institution with a proud legacy of academic distinction. We are devoted to nurturing a vibrant, inclusive community where every member — student, faculty, and staff — can achieve their fullest potential.”

Department Summary

The Airport at Ole Miss serves both the University and the general public. We provide services to support travel for students, administration, athletics, and visitors. The airport staff is a small, close-knit team that stands on a culture of safety, teamwork, and accountability.

Role Specifications

Below you will find classification and compensation information. For additional details behind the University of Mississippi classification system please visit Human Resource Compensation Page

Family - Administration

Sub-Family - Customer Service

Career Track / Level - O1

Grade - 1

Role Summary

The Customer Service Representative is the customer-facing representative of the airport. Responsibilities include general front office and back office administrative tasks to provide the highest level of customer service, phone and guest reception, fuel orders, processing ramp fee and fuel payment, and other duties as assigned. The CSR should be friendly, approachable, and have a passion for customer service. Skills required include organization, basic computer skills, great communication, and attention to detail.

Examples of Work Performed

• Process payments and receipts through the POS
• Answering phones
• Assisting customers, pilots, crew, etc with general inquiries
• Welcoming customers and assisting their needs

Essential Functions

These essential functions include, but are not limited to, the following. Additional essential functions may be identified and included by the hiring department.

1.Responds to customer inquiries and service requests by phone, email, or chat through the case or client management system.
2.Provides accurate information to resolve customer inquiries.
3.Logs case notes in the case management system for each customer inquiry or request.
4.Escalates issues to customer service leaders or to central units.
5.Redirects customers as best as possible for out-of-scope inquiries.
6.Triages questions and concerns; provides detailed information on items escalated to other business units.
7.Tracks cases until customer requests are fulfilled, or inquiries are answered.

Minimum Education/Experience

Education: High School or Equivalent

Experience: N/A

Preferred Qualifications

Ability to work weekends and some holidays as needed.

EEO Statement

The University of Mississippi provides equal opportunity in any employment practice, education program, or education activity to all qualified persons. The University complies with all applicable laws regarding equal opportunity and affirmative action and does not unlawfully discriminate against any employee or applicant for employment based upon race, color, gender, sex, pregnancy, sexual orientation, gender identity or expression, religion, citizenship, national origin, age, disability, veteran status, or genetic information.

Minimum Physical Requirements

Physical Requirements: These physical requirements are not exhaustive, and additional job-related physical requirements may be added to these by individual agencies on an as needed basis.

Corrective devices may be used to meet physical requirements.

Physical Exertion: The incumbent may be required to lift up to approximately 10 pounds.

Vision: Requirements of this job include close vision. Speaking/Hearing: Ability to give and receive information through speaking and listening.

Motor Coordination: While performing the duties of this job, the incumbent is frequently required to talk and hear; and use hands to finger, handle, or feel. The incumbent is periodically required to sit. The incumbent is occasionally required to stand; walk; and reach with hands and arms

Interview Requirements: Any candidate who is called for an interview must notify the Department of Equal Opportunity/Regulatory Compliance in writing of any reasonable accommodation needed prior to the date of the interview.

Background Check Statement

The University of Mississippi is committed to providing a safe campus community. UM conducts background investigations for applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Offers are contingent upon completion of drug and alcohol screening. Selected candidates must submit and successfully pass the screening prior to employment and placement within the position.