Customer Service Center Representative

10-Jul-2024

Customer Service Center Representative

Campus Services

66212BR

Job Summary

The Customer Service Representative is the face of the Campus Service Center where the Harvard Community receives customer support obtaining services and assistance from Campus Services business lines:  Parking Services, ID Card Services, Notary Services, CommuterChoice and HU Housing.

The Customer Service Representative (CSR) is responsible for providing optimal customer service support to all members of the Harvard community. Customer Service is provided in person, over the phone, by email and via several product-specific websites.   The CSR handles routine as well as complex and specialized requests from customers which include Schools, Departments and individual students, faculty, staff and other university affiliates.
 

Position Description

• Primary contact for Parking Services, HU Housing, CommuterChoice and ID card services information to Harvard University affiliates via walk-in, phone, email, as well as product-specific websites.  Notary Public services provided by appointment.
• Advise customers on eligibility for the issuance and distribution of ID cards.  Process ID card orders (bulk printing or individual); performs validation, image capture and printing of photo ID cards.  Process lost ID card fees.,  Under direction of management, assist with special projects such as processing orders for non-photo ID cards (i.e. access cards, re-writeable and vanity cards) and perform image capture and printing at offsite events.
• Assist customers with commute planning; issuing and processing parking permits, parking access credentials for short term, annual and event parking; parking permit replacements, parking permit cancellations, parking violation payments, and claim check retrievals for towed vehicles. Process payments for permit and parking violations and parking violation appeals. Under direction of management, assist with special projects (i.e. Email communications, parking relocations and wait list fulfillment, etc.).  Process applications and payments for individuals and groups during the annual permit renewal process.  Coordinate daily customer support and troubleshooting with parking services field operations staff.
• Assist customers who are prospective tenants with HU Housing portfolio and program information.  Act as resource for customers with off campus and alternate resources. Interface with landlords, real estate brokers, and Harvard Affiliates to assist with the off-campus listing process for non-Harvard owned apartments. Process monthly apartment payments and data entry into HU Housing tenant ledger.
• Assist customers who are interested in alternate commuting options with CommuterChoice program information.  Act as a resource for customers with alternate resources including Mass Transit, trip planning, Blue Bikes, ZipCar, EV charging options and carpooling. Under direction of management attend employee orientations and special events to promote Commuter Choice programs.
• Act as Notary Public to provide services to Harvard affiliates (Notary commission fee paid by Harvard)
• Reconcile all daily transactions and receipts (cash, check, credit card, payroll and term bill transactions) processed for Parking, HU Housing and ID Card Services.
• The Campus Service Center is a University wide resource and staff must be capable of problem solving and facilitating resolution of service issues for customers regardless of whether the resolution is under direct CSC control.  Trouble shoot issues related to people data systems (human resources, student, university directory), access control, university privileges, Crimson Cash and meal plans, CSC products, software, data feeds and equipment.
• Maintain accuracy and security of all identity and confidential information; maintain security of all equipment and supplies ensuring equipment is shut down and all confidential paperwork and security sensitive and valuable supplies/products are secured on a nightly basis.
•  Perform related duties as required.

Basic Qualifications

High school graduate or equivalent with some higher level business training and three or more years of related customer service experience.  Must have excellent customer service skills; positively believing that the customer comes first. Must have outstanding professional communication, technical and analytical skills. Must have experience working with the public and ability to manage sensitive conversations when necessary.

Additional Qualifications and Skills

• High School graduate or equivalent required.  College degree preferred.
• Must be able to give and receive positive and negative feedback. 
• Strong willingness to learn a variety of University systems and keep current with policies and procedures of the services provided by the Campus Service Center. 
• Exceptional team player and ability to work with a wide variety of customers
• Detail-oriented and capable of multi-tasking, while always keeping management informed and following tasks through to successful completion.
• Flexible and with the ability to adjust priorities as needed and to easily move from one duty to another.
• Willing to work alternate schedules or overtime during peak demand.
• Ability to apply for and be commissioned by the Commonwealth as a Notary Public
• Technical aptitude to learn new software applications as needed. 
• Previous experience in a university setting and knowledge of Boston and Cambridge preferred.

Technology Skills Required:

• Microsoft Office Suite (Word, Excel, Outlook, One Drive)
• Experience with Yardi (apartment rentals and leasing management), T2 Flex (parking software), SalesForce (CRM), PhotoShop and CBord (ID Software) a plus.

Working Conditions

Emergency Status Designation:  Critical Operations Personnel

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Work Format Details

This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA - MA - Cambridge

Job Code

403033 Staff Assistant III

Work Format

On-Site

Sub-Unit

Transportation

Salary Grade

053

Department

103742

Union

55 - Hvd Union Cler & Tech Workers

Time Status

Full-time

Pre-Employment Screening

Education, Employment, Identity

Schedule

Monday-Friday
8am-5pm

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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