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Eastern Michigan University CUSTOMER SERVICE REPRESENTATIVE II in Ypsilanti, Michigan

br/bEastern Michigan University/bbr/br/bSalary: /bSee Position Descriptionbr/bJob_Type: /bFull Timebr/bJob_Number: /b02405br/bClosing: /b04/12/21br/bLocation: /bMain Campusbr/bDivision: /b Academic and Student Affairsbr/br/bGeneral Summary/bbrbrUnder limited supervision, perform various duties in support of office customer service functions and related operational activities, either in person or over the telephone, or in correspondence which require a working knowledge of a wider variety and complex program policies, procedures and regulations.brbrbPrincipal Duties and Responsibilities/bbrbrReceive incoming inquiries by phone and/or in person over the service counter and determine proper handling to minimize need for subsequent referral.brbrCommunicate to customers the departmental policies and procedures related to their needs and provide customers with appropriate forms and instructions.brbrAnswer and resolve complex inquiries from customers relative to services provided, or other University policies and/or programs which might be appropriate to the individual's service needs.brbrDemonstrate a high level of customer service and interpersonal communication skills (i.e. courtesy respect, tact, and sincere desire to meet customer needs).brbrUse student information systems to process transactions, resolve customer problems and to collect information.brbrObtain necessary information and process service requests.brbrReceive, read and interpret correspondence and determine proper handling.brbrInteract with other university departments either by phone or e-mail to resolve questions or problems to facilitate service for customers.brbrTrain student assistants.brbrIf applicable to area of assignment, adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures.brbrPerform related departmental duties, as required.brbrbQualifications/bbrbrAbility to read, write, interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education, is necessary in order to perform operational activities in support of customer service functions.brbrTwo years of satisfactory customer service related clerical/secretarial experience is necessary.brbrA specific typing speed may be required depending on department needs and it should be noted at time of posting.brbrThe ability to communicate accurately and pleasantly with customers (across a wide diversity of cultural backgrounds) is necessary in order to identify customer needs and solve customer problems.brbrThe ability to communicate moderately to highly complex policies, procedures, and regulations and to ensure understanding of these while working under pressure (e.g. handling several requests at the same time) is required.brbrEffective conflict management skills are required (e.g. defuse emotionally charged situations, clearly identify issues, clearly communicate procedures for resolving issues, working with the customer to develop a resolution acceptable to the customer and the work unit).brbrKnowledge and understanding of University policies, systems, procedures and regulations as they pertain to the work unit and to areas of the university that interact with the work unit (as would typically be acquired over two years of acceptable performance working in a similar or related university or college department) is desired.brbrFamiliarity with word processing/computer systems is required.brbrKnowledge of the Unive