POSTING INFORMATION

Internal Title

Customer Engagement Specialist

Position Type

Classified

Faculty / Non-Faculty / Administration

Non-Faculty

Pay Band

4

Level

3

Department

Campus Services HQ

Job Purpose

The Customer Engagement Specialist functions as a front-line professional and is a member of the team responsible for the forward-facing operations of the division of Campus Services carrying out the mission of enhancing the campus experience to power student success. The position serves as the primary point of contact for students, faculty, staff, parents, alumni, visitors and vendors, and performs a diverse range of administrative duties with a high level of independence and accountability using multiple enterprise systems. The position handles electronic, telephone and in-person inquiries and ensures that all customers have a positive, personalized experience.

Minimum Requirements

High School diploma and a minimum of two years directly related customer service and administrative experience. Bachelor’s degree preferred. Candidates with an equivalent combination of experience and/or education are encouraged to apply. Experience with college/university customer service is preferred. Experience with cash handling, online software applications and Microsoft Office. Must be able to pass a S.L.E.D. check.

Required Knowledge, Skills and Abilities

Exceptional customer service skills and ability to manage multiple tasks in a fast-paced environment. Must be well organized, personable and detail-oriented. Excellent verbal and written communication skills. Knowledge of (Transact) ID card system, (StarRez) campus housing and meal plan system, (AiM) facilities management system, and (T2) parking system a plus. Excellent interpersonal skills; ability to effectively manage and facilitate work with diverse individuals and organizations; ability to establish and maintain collaborative working relationships with both internal and external colleagues. Ability to work both independently and as part of a professional decision-making team. Ability to make decisions and resolve problems. Ability to understand, interpret and explain policies and procedures in an engaging manner. Ability to remain calm and poised during an emergency, and ability to maintain a courteous demeanor under stressful circumstances. Ability to learn, master and adapt quickly to new technology and software. Familiarity with FERPA a plus.

Additional Comments Regarding Position

This position may be required to work a flexible schedule, with evening and weekend hours. Must be able to navigate an urban campus and historic buildings that do not have elevators, and lift 25 pounds. Ability to sit and stand in one location for long periods of time, including constantly changing from a sitting to a standing position and vice versa. This position will step into other roles in Campus Services as the need arises.

Special Instructions to Applicants

Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background check.

All applications must be submitted online https://jobs.cofc.edu.

Salary

*$33,641 - $41,415

Posting Date

05/22/2023

Closing Date

06/05/2023

Benefits

• Insurance:  Health/Dental/Vision
• Life Insurance
• Paid Leave:  Sick/Annual/Parental
• Retirement
• Long Term Disability
• Paid Holidays
• Free CARTA Bus Service
• Employee Tuition Assistance Program (ETAP)
• Employee Assistance Program (EAP)
• Full Benefits Package – Click Here 

Open Until Filled

No

Posting Number

2023091

EEO Statement

The College of Charleston is an Affirmative Action/Equal Opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, veteran status, genetic information, or disability.

Quicklink for Posting

https://jobs.cofc.edu/postings/13949

Job Duties

Activity

1. Serves as initial contact and provides front-line service in person, over the phone, via email and within the customer engagement system. Responds quickly and expediently to all customer service requests in order of priority, and resolves problems and complaints quickly and appropriately. Follows up on complex issues until complete resolution is achieved. Maintains detailed records of customer transactions and interactions in engagement software with a high level of professionalism, detail and accuracy. Develops and maintains a collaborative and supportive workplace for customers, partners, visitors and fellow team members. Adheres to departmental customer service standards to provide an engaging customer experience to exceed customer expectations. Utilizes multiple systems to provide accurate information and research problems. Maintains a thorough knowledge and understanding of policies and procedures, and effectively interprets, explains and enforces them. Provides general information about Campus Services and the university. Safeguards confidential and protected information according to the Family, Education Rights and Privacy Act (FERPA) in the pubic setting of the Customer Engagement Office. Monitors and responds to departmental email, forwarding to appropriate staff in the division when necessary.

Essential or Marginal

Essential

Percent of Time

30

Activity

2. Provides complex, highly detailed services utilizing multiple enterprise platforms including but not limited to the (Banner) student, employee and financial information system, (Transact) ID card system, (StarRez) campus housing and meal plan system, (AiM) facilities management system, and (T2) parking system. Responsible for developing expertise as system updates are implemented and advances in technology are adopted. Services provided are as follows:

•Housing: enters work orders and provides updates regarding facility projects and work order status. Distributes and collects keys for residential facilities. Issues loaner and replacement keys and fobs; maintains an accurate and up to date inventory of keys and fobs. Coordinates access control through lock and key replacements in collaboration with Facilities Management and Office of Campus Housing. Coordinates fob replacements with Public Safety and Office of Campus Housing. Provides support with access control ensuring access plans, schedules and privileges are assigned correctly according to established business processes. Promotes on-campus housing to prospective, incoming and current students. Manages student housing, lock/key charges, fines and fees.

•Cougar Card: contributes to the online photo submission process and operates card production hardware and software to issue identification cards. Evaluates Banner system criteria to determine patron eligibility to utilize College services and facilities. Enforces identification requirements for card issuance. Troubleshoots and maintains card production hardware and card readers deployed on campus. Supports Public Safety to ensure their after-hours issuance of identification cards is a seamless service for students.

•Conference Services: supports summer conference services and processes with issuance of visitor cards, keys/fobs and parking permits, configuration and reporting of meal plans, entitlement to use campus facilities, services and appropriate access control.

•Dining Services: assists customers in selecting a meal plan that best fits their needs; processes meal plan enrollments, changes and refunds as well as the addition of dining dollars in accord with established terms and conditions. Promotes meal plans, campus dining locations and on on-campus food service offerings.

•Parking and Transportation: administers parking permit sales, citation collections and appeals, and guest parking pass issuance. Informs customers of parking rules and regulations. Promotes the use of alternative transportation options. Initiates work orders for parking lot and garage facility issues and follows them through to completion. Troubleshoots parking equipment issues. Serves as liaison to parking enforcement officer and Public Safety regarding special circumstances, booting and towing. Analyzes data using customer and vehicle reports generated from T2; generates letters to vehicle owners regarding outstanding parking fines. Outlines and escalates complex parking issues to management for resolution.

•Vending: initiates service request for machine issues and follows them through to completion.

•Campus Services: assists other Campus Services units using customer engagement software and unit specific software

Essential or Marginal

Essential

Percent of Time

35

Activity

3. Collects and prepares receipts for over the counter payments adhering to best business practices in cash management. Reconciles credit card payments in TouchNet. Balances the cash drawer and prepares deposits for Treasurer’s Office daily. Bills and reconciles student and employee accounts against Transact, StarRez and Banner reports. Creates and edits Transact reports to verify card system data including but not limited to stored value and meal plan transactions, event activity, customer lists and card activity. Evaluates student withdrawals and employee terminations to issue stored value, parking and meal plan refunds according to established policy. Enters Cougar Cash and Dining Dollar deposits into Transact upon receipt and verifies for accuracy to ensure cardholders have immediate access to funds. Bills departments for guest parking passes via IDT. Processes refunds for vending machine purchases.

Essential or Marginal

Essential

Percent of Time

20

Activity

4. Provides operational support to all areas of Campus Services on numerous projects and initiatives. Assists in the accomplishment of tasks to ensure timely completion and attainment of excellent customer outcomes. Assesses operations and programs and actively participates in the development and implementation of program enhancements and new initiatives. Provides feedback to manager and divisional leadership regarding operations, policies and procedures as indicated via customer contacts.

Essential or Marginal

Essential

Percent of Time

15