Location : 1200 N Dupont Highway, Dover
Job Type: Professional
Job Number: 2024-00133
Division: University Operations
Department: Customer Service Center of Excellence
Opening Date: 06/24/2024
General Description of the Position
The Customer Service Associate will report to the Director/Manager of the Center of the Customer Center of Excellence and is responsible for the delivery of superior customer service by answering and efficiently resolving incoming inquiries, in connection with the operation of the Customer Service Center of Excellence. This position requires a professional and analytical individual with strong communication and technology skills and previous customer service experience who takes pleasure in working with the public and can perform tasks timely and efficiently as a member of a team. This position requires the associate to act as a customer advocate by taking ownership of the inquiry and follow through to satisfy the customer at the first point of contact.
Essential Functions & Required Knowledge, Skills and Abilities
The following are the functions essential to performing this job:

1. The ability to respond professionally and efficiently to customer inquiries via various channels such as telephone, email, chat, social media or in person.
2. Requires the ability to effectively problem solve customer issues.
3. The ability to learn new technology, products or customer policies quickly.
4. Requires highly skilled customer service experience and effective interpersonal and customer relations skills, including diplomacy and the ability to work effectively with individuals from a wide range of personal and academic backgrounds.
5. Assist with the training of new customer service staff.
6. Requires the ability to research, resolve and respond to executive level escalations efficiently.
7. Will work as a liaison with other campus offices and constituencies

The individual in this job must possess these skills and abilities or be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

1. Must have extensive experience working with a variety of computer applications including Microsoft Word, Excel, and PowerPoint.
2. Must have experience working with databases and all applications relevant to the internet. Knowledge of CRM and contact center technology systems is preferred.
3. Must have the ability to deal effectively and courteously with the public.
4. Must have the ability to work within a team and independently. The ability to be detail oriented.
5. Must be able to work flexibly under the pressure of multiple deadlines simultaneously and service level agreements.
6. Must have the ability to maintain confidentiality and handle sensitive matters with discretion and tact.
7. Must have the ability to work well with others and to interact positively with internal and external customers.
8. Must be willing to participate in professional development activities.

Qualification Standards

1. Education: Associates degree, Bachelor's Degree preferred or equivalent work experience
2. Excellent professional and interpersonal communication skills are essential.
3. Proven customer service skills.

Performance Standards & EEO Statement
The criteria for evaluation in this position include, but are not limited to, the following:

1. Demonstrate knowledge of the DSU Fundamentals
2. Reliable attendance and work results.
3. Completion and quality of work according to established guidelines.
4. Interaction and working relationship with co-workers and customers

EEO Statement
Delaware State University is an equal opportunity employer committed to fostering a diverse and inclusive academic global community. The University is dedicated to enhancing diversity and inclusion in all aspects of recruitment and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, citizenship status, physical disability, mental disability, medical condition, military and veteran status, marital status, pregnancy, genetic information, or any other characteristic protected by state or federal law. The University is committed to achieving a diverse faculty and staff and encourages members of underrepresented groups to apply.
Equal opportunity employer/program'' and "auxiliary aids and services are available upon request to individuals with disabilities''.
We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.
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