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Customer Service Specialist - Student Affairs

Apply now Job no: 507939
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Residence Life
Salary: Salary commensurate with experience and grade/range
Applications Open:
Applications Close:

General Summary of 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 the services provided through our housing operations team and our residential education team, obtain customer feedback, and provide basic levels of 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 will is a brand ambassadors for UMass Lowell who goes the extra mile to ensure customer satisfaction.  This position’s priority is to provide outstanding customer service for our students, families, and all members of our community. 

Responsibilities Include: 

  • Promptly responding to customer queries via email, live chat, video, phone, and social media channels. Liaising with colleagues or managers to find the best solutions to customers’ issues. Identifying common problems and escalating them to appropriate team members, along with possible suggestions for improvement, wherever possible. Maintaining a polite, helpful, and professional manner at all times.
  • Communicate with students and other customers using a variety of platforms including Zoom, Microsoft Teams, Platform Q, and StarRez. This position will frequently communicate with students and other customers using social media. Understanding of how to use and effectively communicate through social media and other platforms is vital.
  • Provide daily oversight of customer service for walk-ins:  Crisis management skills are critical as this position will be responsible for quickly assessing the needs of the students and others who come into the office and determining how to best assist – often, walk-ins are in crisis and need immediate assistance.

  • 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 and monthly budget statements. 
  • Manage all phone traffic into the office using exceptional verbal communication and the ability to deescalate difficult conversations. 

Minimum Qualifications (Required):

  • Associates degree
  • Practical experience with help desk software such as Salesforce
  • The ability to respond appropriately under pressure
  • 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
  • Experience with supervision of staff
  • 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

Preferred Qualifications:

  • Bachelors degree
  • Ability to speak a second language
  • Previous higher education administration experience

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. 

This is an SEIU 888 Professional Union position, Grade P14.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.      

Please include a resume and cover letter with your application. Names and contact information of three references will be required at the time of application.

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The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

The University of Massachusetts Lowell is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.

Please read this "EEO is the Law" poster (pdf), which provides an overview of many relevant equal opportunity laws.