Customer Service Specialist

UMass Lowell • Lowell, MA

12h

About The Position

The Office of Residence Life Customer Service Specialist (CSS) is a friendly and highly analytical individual. The CSS will answer customer queries and resolve issues via appropriate channels, maintain knowledge of all services provided through the housing and residential education teams, obtain customer feedback, and provide basic training to new members of the team. The CSS needs to demonstrate excellent time management skills and be passionate about customer service and self-improvement. The CSS is a brand ambassador for UMass Lowell who demonstrates a strong commitment to customer satisfaction. This position’s priority is to provide outstanding customer service for students, families, and all members of the community.

Requirements

• Associate’s degree will consider candidates with HS Diploma or GED/equivalent and a minimum of two years of university/higher education experience.
• Practical experience with software such as Microsoft 365 and StarRez
• Knowledge of FERPA regulations and ability to handle sensitive student information with discretion and confidentiality
• Sound judgment and excellent problem-solving skills
• A positive attitude and the ability to build relationships with colleagues, students, families, and clients
• Experience and understanding of effective customer service procedures
• Outstanding conflict mediation skills
• Strong communication skills
• Ability to maintain composure during high-stress situations and under heavy workload, with multiple and conflicting priorities, frequent interruptions, and other demands in a fast-paced office environment

Nice To Haves

• Bachelor’s degree
• Experience supervising staff
• Ability to speak a second language
• Experience working within Residence Life or supporting residential students in a higher education environment

Responsibilities

• Provide daily oversight of customer service for walk-ins by assessing student and visitor needs and delivering immediate, appropriate support, including effective crisis response and triage when necessary.
• Promptly respond to a high volume of customer queries via email, live chat, virtual meeting, phone, and social media channels.
• Coordinate with Residence Life staff, campus partners, and supervisors to identify and implement effective solutions to student and customer concerns.
• Identify common problems and escalate them to appropriate team members, along with possible suggestions for improvement.
• Maintain a polite, helpful, and professional manner at all times.
• Communicate with students and other customers using a variety of platforms including Zoom, Microsoft Teams, and StarRez.
• Assist with training and supervision of Office Desk Assistants regarding office protocols, services, and customer service standards.
• Provide administrative support for the Office of Residence Life Leadership Team, including managing calendars.
• Utilization of effective verbal communication and de-escalation strategies to resolve concerns in a professional manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees