Customer Service Rep 3

Description:

Receives and responds to the more difficult customer inquiries and complaints in person, by telephone and/or email. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities and may conduct periodic surveys to assess the effectiveness of the program. May serve as team lead.

1. Handles more difficult questions and issues; provides general information; verifies information; and refers individuals to applicable office or department for further assistance as needed.

2. May serve as team lead for lower-level customer service representatives, including coordinating entries in call center tracking database, ensuring vendor notification and resolution of issues.

3. Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.

4. Investigates complaints from customers and participates in negotiating solutions.

5. Conducts proactive customer service activities inside and outside the department.

6. May be involved in the release of information to, other universities or external agencies.

7. May handle money received as payment for processing forms.

8. May conduct periodic customer satisfaction surveys, prepare reports, and other departmental projects.

9. Performs other job-related duties as assigned.

MQ: Education: Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED.

Experience: Requires a minimum of five (5) years of directly job-related experience.

• Department is willing to accept education in lieu of experience.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are an Equal Opportunity Institution.