Lead Customer Service Representative

USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

Being part of the Trojan Family means belonging to an amazing international community that reaches beyond cities, industries, and time. Owned and operated by USC, the USC Bookstores embrace talent, nurture skills, and support ambition! A thriving retail organization with nine physical locations, a booming online presence, and over $35 million in annual sales, USC Bookstores are dedicated to creating the Best USC Experience. The Best USC Experience means outstanding customer service, excellent products, and a great place to work!

We are seeking a Lead Customer Service Representative to join our rapidly growing team.

The Opportunity:

The Customer Service Representative will be the first point of contact for our students, faculty, staff, parents, and guests. As a member of the Housing team, you will take pride in providing the best customer service and maintaining the University's high standards for excellence. Our team keeps the work environment positive and friendly, so that we can always greet our guests with a smile. If you enjoy interacting with and helping guests, join us today!

The Accountabilities:

• Provide customer service to students, faculty, staff, and external customers. Meet customer needs, offer options, resolve problems, and follow up with customers. Ensure full customer satisfaction without unnecessarily referring customer to other staff members. Maintain friendly, helpful demeanor.

• Provide information regarding policies and procedures, terms, and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers.

• Identify and prioritize problems and issues related to service area. Perform research, offer solutions, options and strategies. Refer to appropriate person or department as needed, and/or arrange for service. Gather data as necessary for related offices such as Financial Aid, Admissions, Student Conduct, and student issues using the University Information Systems. Track problem status until resolution is achieved. Maintain close contact with customer to give updates on progress toward resolution of issue or service request.

• Use information systems to input data, maintain databases, perform research for projects or issues, and generate reports.

• Studies and maintains currency with all applicable policies and procedures, contracts, and related legal issues.

• Interpret terms and conditions of contracts, authorize change/exceptions to contract terms, generate contracts or forms for distribution.

• Process applications, releases, cancellations, adjustments, changes, requests, fees, invoices, and other related paperwork. Maintain quality/quantity standards. Verify contracts or forms for completeness and accuracy of information. Update and maintain all necessary records and/or logs.

• Represent department to students, parents, faculty, administrators, staff, and other outside customers. May act as representative for department at internal committee meetings such as Customer Service Planning Group. Make formal presentations as assigned.

• Train, schedule, assign, and prioritize workloads. Interpret operating policies and procedures. Ensure timely completion of department's work. May lead student workers.

• Notifies appropriate personnel In the event of an emergency. Maintains complete and accurate records of all student-or staff-related safety Incidents.

• Provides services including processing and delivery of mail and packages, e.g. UPS, Federal Express, Airbome, and U.S. Post Office. Receives key deposits and issues keys and/or maintains and balances a cash drawer on a dally basis. Assists In set up and scheduling of special events/promotions and equipment rental. Responsible for 24-hour pager coverage during holidays and weekends.

• Composes memos and letters based on knowledge of departmental and University policies and procedures. Compiles statistical reports and studies as requested.

• Performs olher related duties as assigned or requested. The University reserves the right to add or change duties at any lime.

Job Qualifications:

• Minimum Education: High School or equivalent. Combined experience/education as substitute for minimum education

• Minimum Experience: 1 year. Combined education/experience as substitute for minimum experience

• Minimum Field of Expertise: Customer Service.

• Valid CA driver's license required. Position will participate in the Department of Motor Vehicles (DMV) Pull Notice System. A copy of DMV record will be required as a final condition of employment. For more information please visit the policy website.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC's Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

What We Prefer:

• Preferred Education: Bachelor's Degree.

• Preferred Experience: 2 years.

• Preferred Field of Expertise: Student counseling, customer service.

The Trojan Family Rewards:

We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families including. For more information, please visit benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The hourly rate range for this position is $18.93 - $24.69. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.