Careers at the University of Massachusetts Lowell

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 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.

Responsibilities Include:

• 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.

Minimum Qualifications (Required):

• 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

Preferred Qualifications:

• 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

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 a SEIU 888 Professional Union full-time, benefited position in grade P14. Anticipated salary based on experience/qualifications within the range: Minimum: $50,359, 25th quartile: $56,654, and midpoint: $62,949.

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 during the application process.