Call Center Agent (Customer Service Representative), 2nd Shift

Department

CAMPUS FACILITY SERVICE GENERA (IN-CFSG-IUINA)

Department Information

Campus Facility Services (CFS) is proud to provide all Indiana University Indianapolis students, faculty, staff, and visitors with a high-quality physical environment.

We provide maintenance, grounds and custodial services for more than 70 buildings and parking garages and over 300 acres of lawns, trees, plantings, sidewalks and parking lots.

The department is also a frequent partner with IU Capital Projects on campus renovation projects and new construction initiatives.

Our Mission - Campus Facility Services (CFS) - People serving the campus community and caring for the physical environment in support of the Indiana University Indianapolis mission.

Our Vision - Earning customer trust through caring, connected, and competent service professionals.

For information about the department, please visit : Campus Facility Services.

Job Summary

Department-Specific Responsibilities

• Coordinates campus facility related telecommunications among Indiana University Indianapolis facility professionals and various campus constituencies.
• Retrieves appropriate information via computerized systems to effectively satisfy customer inquiries and / or issues relative to campus facilities.
• Using prescribed protocols, analyzes problems, determines the course of action, and initiates service requests with proper problem coding via the university Maintenance Management System (MMS) and dispatches to appropriate technicians for resolution.
• Manages campus facility on-call schedules and paging.
• Tracks campus facility calls via facility information systems and communicates facility emergencies to appropriate technicians, managers, and administrators.

General Responsibilities

• Provides exceptional customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization's products or services.
• Resolves questions and problems from students, employees, and other stakeholders accurately by explaining and interpreting policies and programs with limited research and guidance;

provides answers to questions and resolutions to problems.

• Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services.
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
• Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases
• Redirects complex questions and issues to higher-level appointed staff and / or managers.
• Maintains high standards of confidentiality of all records and documents.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience.

Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE

Required

2 years of relevant experience

Preferred

Call Center, Administrative, Medical, or Insurance experience in a fast-paced, data-heavy work environment

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrated customer service skills
• Ability to build strong customer relationships
• Friendly and service-oriented
• Strong verbal communication and listening skills
• Demonstrated problem solving skills
• Effective interpersonal skills
• Effective conflict management skills

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment.

The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

This is an in-person position.

Work Hours

This is a second shift position.

3 : 00 pm - 1 : 30 am (Sunday through Wednesday OR Wednesday through Saturday).

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including :

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level : Intermediate

FLSA : Nonexempt

Job Function : General Administration

Job Family : Customer Service

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11 : 59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days.

To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications.

Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status.

Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX.

Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator.

See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online.

You may also request a physical copy by emailing IU Public Safety at

[email protected]

or by visiting IUPD.

Contact Us

Request Support

Telephone : 812-856-1234

812-856-1234