Customer Service Representative

About the Opportunity

JOB SUMMARY:

The Customer Service Representative provides exemplary customer service to ensure that students, parents, and campus partners are assisted in matters related to the areas of Housing and Residential Life. Must have highly developed listening, verbal and written communication, problem-solving, time-management, and organizational skills. This position carries significant responsibility because of the time sensitive information that must be accurately conveyed to all staff and customers. This is a highly visible position requiring constant customer contact via telephone & email and the ability to provide assistance to the point of problem resolution.

This person must be comfortable working in a very fast-paced environment; possess the ability to multi-task; handle confidential information in a sensitive manner; and communicate clearly and effectively to a diverse student, parent and staff population. Customer service representatives must demonstrate sound judgement and analytical skills, attention to detail with a high degree of accuracy, and ability to work with a positive attitude during periods of both low and high traffic.

Housing Services is open on evenings and weekends during peak seasons such as, but not limited to, move-in/outs, Housing Selection & Placement Process, new student assignments, and summer Orientations. Additionally, Housing Services is open on several University floating holidays and break periods. The Customer Service Representative must provide evening, weekend, and holiday coverage in collaboration with Housing Services team, as needed during these extended business hours.

RESPONSIBILITIES INCLUDE:

• Provide clear, accurate, and detailed responses to customer service inquiries via phone, email, video call and occasional in-person communication including information regarding room assignments, room selection & placement, move-in/move-out, and other Housing and Residential Life operations.
• Assess and provide resolutions to inquiries and concerns when appropriate and refer to Assistant and Associate Directors when necessary.
• Assume an active role in telephone outreach to students, parents, campus partners and external partners as appropriate in the pursuit of providing outstanding customer service to external and internal parties.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree required.
• 1-3 years related office experience, preferably in college/university environment
• Some experience with customer service and/or advising preferred
• Key customer service skills: professionalism; diplomatic; reliable and consistent service; ability to assess and prioritize problems and customer needs
• Able to interface with difficult customers and situations, escalating as appropriate
• Excellent organization skills to maintain records of communication and customer information
• Knowledge of PC applications including Outlook, Word and Excel
• Ability to learn navigation of university housing software
• Strong listening skills; good verbal and writing skills.
• Demonstrate ability to multi-task in a fast-paced, high traffic environment.
• Ability to handle sensitive and confidential materials.
• Willingness and ability to adapt and learn quickly new policies and procedures.
• Proven ability to support a team environment.
• Must be able adjust to a flexible work schedule as needed.
• Ideal candidate: outgoing, detail-oriented team player that is able to communicate clearly to a diverse student, parent, and staff population.

Position Type

General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.  

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.