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.

USC Housing, a division of USC Auxiliary Services, hosts more than 9,000 students, athletes, faculty, and staff throughout the year in over 50 properties on and off campus. Housing meets the challenge of inviting students into our Trojan family by making them feel comfortable, safe, and welcome. We boast top-notch amenities including comprehensive recycling programs, simplified online repair requests, and more. Serving our students’ well-being is the reason that we are here and we share the same vision and excellence that they do.

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

The Opportunity:

The Customer Services 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:

• Provides customer service to students, faculty, staff, and external customers. Meets customer needs, offers options, resolves problems, and follows up with customers. Ensures full customer satisfaction without unnecessarily referring customers to other staff members. Maintains a friendly, helpful demeanor.

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

• Identifies and prioritizes problems and issues related to the service area. Performs research, offers solutions, options, and strategies. Refers to the appropriate person or department as needed, and/or arranges for service. Gathers data as necessary for related offices such as Financial Aid, Admissions, and Student Conduct using the University Information Systems. Tracks problem status until resolution is achieved. Maintains close contact with customer to give updates on progress toward resolution of issue or service request.

• Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc.

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

• Interprets terms and conditions of contracts, authorizes changes/exceptions to contract terms, generates contracts or forms for distribution.

• Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices, and other related paperwork. Maintains quality/quantity standards. Verifies contracts or forms for completeness and accuracy of information. Updates and maintains all necessary records and/or logs.

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

• Trains, schedules, assigns, and prioritizes workloads. Interprets operating policies and procedures. Ensures timely completion of the 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, Airborne, and U.S. Post Office. Receives key deposits and issues keys and/or maintains and balances a cash drawer daily. Assists in setting up and scheduling 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 other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

The Qualifiers:

• Minimum Education: High School Diploma. Combined education/experience as a substitute for minimum experience.

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

• Minimum Field of Expertise: Customer Service.

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, which begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families including 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.

The hourly rate range for this position is $20.45 - $21.00. When extending an offer of employment, the University 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, and external market considerations.