Customer Service Analyst 1

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Job Posting Title:

Customer Service Analyst 1

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM ORED - SPI - NISC - NCDF - Ops - CC - DHS OIG (Maisie Rivero (00058831))

   

Work Location:

0355 William P. Johnston Hall - Office

   

Pay Grade:

Professional

   

Job Description:

This is a non-supervisory, unclassified position at the National Center for Disaster Fraud (NCDF), a program within the Stephenson Security Programs Institute (SPI) at LSU. The Customer Service Analyst helps to answer incoming calls to the call center, perform data entry, and assist with assigned projects. Other responsibilities include opening and/or closing the call center daily. Acting as supervisor in the absence of other supervisors. Responsible for assigning and tracking non-phone complaints and duties to student workers. This position falls under the direction of the Call Center Managers and the Program Assistant Director.

Job Responsibilities:

Answer hotline calls and enter complaints data into respective Agency’s Database. (35%)

Provision non-phone complaints received by NCDF agency partners into each agency’s respective database. (25%)

Assist Call Center Managers / Assistant Managers with any additional projects and administrative tasks with which assistance is requested. (20%)

Responsible for assigning and tracking non-phone complaints and callbacks distributed to student workers . (10%)

Responsible for opening and/or closing the call center. (5%)

Acts as supervisor in the absence of Managers and Assistant Managers and other duties as assigned. (5%)

Minimum Qualifications:

Bachelor's degree

LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply-a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

Experience in a call center setting preferred. Customer service experience a plus. Bilingual Spanish/English would be a plus. Proficient in Microsoft Office.

Additional Information:

Excellent analytical and verbal/written skills, as well as attention to detail and follow-up. Flexible and adaptable to changing environment and new types of work. Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must pass a federal background check. May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18. Occasional travel may also be required.

Physical Demands:

Physical ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment; ability to sit in the same position for extended periods (5.5+ hours a day) at a time using continuous hand motions when entering data into the computer system.

Additional Information:

Proficient in Microsoft Office. Excellent analytical and verbal/written skills, as well as attention to detail and follow-up. Flexible and adaptable to changing environment and new types of work. Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must pass a federal background check. May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18. Occasional travel may also be required.

   

Additional Job Description:

Special Instructions:

Please provide cover letter, resume and three (3) professional references including name, title, phone number and e-mail address.

Please attach ALL required documents under the "Resume/CV" section of your application.

A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.

This position may be required to report to campus in times of emergency and/or closure per PS-18.

Federal background check REQUIRED.

For questions or concerns about updating your application with attachments (e.g., resumes, RS:17 documents), dat