Customer Service Center Representative - Military veterans preferred

Customer Service Center Representative

ID: 66082BR
JOB FUNCTION: General Administration
LOCATION: Cambridge
WORK FORMAT: Fully On-site
JOB TYPE: Full-time
BRAND: Harvard University Central Administration

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Job Summary: The Customer Service Representative is the face of the Campus Service Center where the Harvard Community receives customer support obtaining services and assistance from Campus Services business lines: Parking Services, ID Card Services, Notary Services and HU Housing.

The Customer Service Representative (CSR) is responsible for providing optimal customer service support to all members of the Harvard community. Customer Service is provided in person, over the phone, by email and via several product-specific websites. The CSR handles routine as well as complex and specialized requests from customers which include Schools, Departments and individual students, faculty, staff and other university affiliates.
Position Description:

• Primary contact for Parking Services, HU Housing, and ID card services information to Harvard University affiliates via walk-in, phone, email, as well as product-specific websites. Notary Public services provided by appointment.
• Advise customers on eligibility for the issuance and distribution of ID cards. Process ID card orders (bulk printing or individual); enter POI information into University Directory; performs validation, image capture and printing of photo ID cards. Process lost ID card fees. Under direction of management, assist with special projects such as processing orders for non-photo ID cards (i.e. access cards, re-writeable and vanity cards) and perform image capture and printing at offsite events.
• Assist customers with issuing and processing parking permits, parking access credentials for short term, annual and event parking; parking permit replacements, parking permit cancellations, parking violation payments, and claim check retrievals for towed vehicles. Process payments for permit and parking violations. Under direction of management, assist with special projects such as parking email communications, parking relocations and wait list fulfillment. Process applications and payments during annual permit renewal process. Coordinate daily customer support and troubleshooting with parking services field operations staff.
• Assist customers who are prospective tenants with HU Housing portfolio and program information. Act as resource for customers with off campus and alternate resources. Interface with landlords, real estate brokers, and Harvard Affiliates to assist with the off-campus listing process for non-Harvard owned apartments. Process monthly apartment payments and daily reconciliation of credit card terminals.
• Provide Notary Public services to Harvard affiliates (Notary commission fee paid by Harvard)
• Reconcile all daily transactions and receipts (cash, check, credit card, payroll and term bill transactions) processed for Parking, HU Housing and ID Card Services.
• The Campus Service Center is a University wide resource and staff must be capable of problem solving and facilitating resolution of service issues for customers regardless of whether the resolution is under direct CSC control. Trouble shoot issues related to people data systems (human resources, student, university directory), access control, university privileges, Crimson Cash and meal plans, CSC products, software, data feeds and equipment.
• Maintain accuracy and security of all identity and confidential information; maintain security of all equipment and supplies ensuring equipment is shut down and all confidential paperwork and security sensitive and valuable supplies/products are secured on a nightly basis.
• Perform related duties as required.

Physical Requirements:
Working Conditions:

Basic Qualifications:

• High school graduate or equivalent.
• A minimum of three years of related customer service experience.
• Must have excellent customer service skills; positively believing that the customer comes first.
• Excellent communication, technical and analytical skills.
• Experience working with the public and ability to manage sensitive conversations when necessary.

Additional Qualifications and Skills:

• College degree preferred.
• Must be able to give and receive positive and negative feedback.
• Strong willingness to learn a variety of University systems and keep current with policies and procedures of the services provided by the Campus Service Center.
• Exceptional team player and ability to work with a wide variety of customers.
• Detail-oriented and capable of multi-tasking, while always keeping management informed and following tasks through to successful completion.
• Flexible and with the ability to adjust priorities as needed and to easily move from one duty to another.
• Willing to work alternate schedule or overtime during peak demand.
• Ability to apply for and be commissioned by the Commonwealth as a Notary Public.
• Technical aptitude to learn new software applications as needed.
• Previous experience in a university setting and knowledge of Boston and Cambridge preferred.

Technology Skills Required

• Microsoft Office Suite (Word, Excel, Outlook, One Drive)

• Experience with Yardi (apartment rentals and leasing management), T2 Flex (parking software), SalesForce, PhotoShop and CBord (ID Software) a plus.

Certificates and Licenses:

• Standard Hours/Schedule:40 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening:Education,Employment,Identity
• Other Information: Emergency Status Designation: Critical Operations Personnel
  
  The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Work Format Details

This position is based on-site at a Harvard campus location. Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 053. Please visit? Harvard's Salary Ranges? to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, sex, ethnicity, color, national origin, religion, disability, or any other characteristic protected by law or identified in the university’s non-discrimination policy. Harvard’s equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.

Equal employment opportunity, including veterans and individuals with disabilities.

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