Posting Summary: Intermediate Customer Service Representatives respond to inquiries received through phone, mail, or face-to-face visitors, and engage in contact with members of the public, following standard scripts and procedures and escalating issues as needed. They operate with an advanced understanding of the needs of the business unit, learning and employing a variety of computer software to track questions and answers, as well as enter orders. Intermediate Customer Service Representatives respond to inquiries using standard responses or form letters. Work is mostly routine and assigned at the task level, though the employee may be responsible for completing projects.
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
Required Minimum Level of Education: High School Diploma or Equivalent Required
Preferred Minimum Level of Education: *Degree or Equivalent Experience Preferred
Preferred Specific Degree/Training: Bachelor or equivalent
Required Minimum Level of Experience: Some - up to 4 years
Required Specific Experience: Customer service experience involving establishing rapport, discussing sensitive and personal information, listening and resolving customer concerns/questions. Experience communicating in writing, by phone and in person. Customer Service experience in a one-on-one in a counseling role.
Preferred Minimum Level of Experience: Some - up to 4 years
Preferred Specific Experience: --Demonstrated experience working with and communicating effectively with students/parents in a higher education environment
Required Knowledge, Skills and Abilities: --Demonstrated ability to attend to details and well developed computer and web-based skills. --Demonstrated ability to synthesize large volumes of information from numerous sources and ability to utilize all available resources appropriately; ability to consistently apply federal, state and institutional regulation and policy. --Demonstrated ability to prioritize duties and responsibilities to meet office goals and objectives; ability to perform administrative tasks independently on a daily basis; ability to handle and manage ambiguity, repetition and change. --Demontrated effective organizational skills; ability to manage multiple priorities; ability to assume responsibility and take initiative. --Demonstrated strong interpersonal and communication skills in order to simplify and clarify complex processes. --Demonstrated high level of professionalism on a daily basis and the exercise of exceptional judgment and diplomacy.
Preferred Knowledge, Skills and Abilities: --Prefer knowledge of federal student financial aid and basic accounting. --Prefer knowledge of integrated systems. --Prefer demonstrated ability to identify and initiate improvements to processes and systems.
Required Computer Applications: Office Suite or equivalent
Founded by Thomas Jefferson, the University of Virginia opened in 1825 as the nation's first public university. A longstanding dedication to preeminence in both scholarship and teaching; top ranking in global satisfaction, collegiality and work/family issues on the COACHE survey of early career faculty; a commitment to excellence that is integrally connected with diversity and a broad array of ben...efits make the University of Virginia a prime choice for both faculty and staff. The University of Virginia is located in the small cosmopolitan city of Charlottesville near the Blue Ridge Mountains, 70 miles from Richmond and 110 miles from Washington, D.C. The University of Virginia remains the No. 2 best public university in the 2013 edition of the U.S. News and World Report rankings. In the 14 years since U.S. News began ranking public universities as a separate category, U.Va. has ranked either No. 1 or No. 2. U.Va. continues to rank in the Top 25 among the best of all national universities, public and private.