Customer Service Rep - iCard - Hybrid

Job Summary
This position is split across two offices. First, act as the main office contact person for the i-card Programs Resource Center, answer office phone calls and route as appropriate, monitor and respond to the general office email account, respond to client requests, monitor the semi-automated UIN generate process, work
with MRRT on record resolution issues, and schedule/train student workers. Second, assist at the ID Center to take photos, issue ID cards, and answer phone calls. Expectation is roughly a 75/25% time-split between the two offices, with seasonal adjustments as necessary.

Duties & Responsibilities

• Administer the i-card Programs (ICP) and Merchant Card Services (MCS) Resource Center as the main office contact person and achieve a high standard of customer service for the department. Customer service is paramount.

• Answer phone calls as they come into the general office number and answer questions and/or route to other personnel, as appropriate. Become familiar with all aspects of the office (e.g. applications and services offered, scope of work, capabilities) to be an effective resource for our many clients across the System.

• Monitor and respond to the general office email account. Answer client questions and respond to all requests in a timely manner.

• Perform a variety of customer service duties and processing functions in support of ID Center operations and services, which applies general knowledge about applicable University and departmental policies/procedures to assist with the issuance of ID cards including taking photographs and processing/distributing ID cards.

• Act as a UIN and records expert, monitor and process semi-automated UIN records requests. Can be a fast-paced environment and extreme attention to detail is critical.

• Guide student workers in the basics of Resource Center operations including training and
  scheduling.

• Work in conjunction with the Multiple Records Resolution Team (MRRT) to assess data and
  records, perform extensive data analysis, and recommend solutions.

• Perform operational tracking of requests as appropriate.

• Resolve or coordinate the resolution of all other issues that come to the Resource Center.
  Coordinate provision of data and data products to clients who request them through the Resource
  Center.

• Maintain confidential ID Center records related to the issuance of ID cards (including
  international student ID cards) that are accurate, complete, easily retrievable, and updated in a
  timely manner. Assist with preparing/distributing ID card information to appropriate campus
  officials/staff for use during registration periods and other campus events.

• Assist with maintaining the production log, which contains data documenting daily activities of
  the ID Center that is accurate and entered in a timely manner. Other duties appropriate for the
  Resource Customer Service Rep.

Minimum Qualifications

High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories:
college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
30 semester hours equals one (1) year (12 months)
Associate’s Degree (60 semester hours) equals eighteen months (18 months)
90 semester hours equals two (2) years (24 months)
Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills and Abilities

• 1. Ability to analyze data and electronic records and solve complex problems in a timely manner. Must be extremely detail-oriented in order to thoroughly analyze University records.

• 2. Ability to multi-task effectively and perform concurrent tasks under pressure while maintaining a professional attitude.

• 3. Position requires working with the public, thus strong interpersonal skills including excellent verbal and written communication skills are needed.

• 4. Outgoing, courteous, and responsive attitude is needed with our client base to build rapport and expand personal network to become a relied-upon colleague.

• 5. Proficient with Microsoft Word, Outlook, Excel, and Internet Explorer (or other web browser).

• 6. Excellent verbal and written communications skills to effectively interact with University and departmental officials/staff.

• 7. Strong organizational skills and attention to detail.

• 8. Strong interpersonal skills that reflect courtesy, diplomacy, and a collaborative approach to develop and maintain effective work relationships.

• 9. Ability to work independently and to exercise good judgment and discretion in the performance of all work assignments.

Appointment Information
This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible after 1/23/2023. Salary is commensurate with experience.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on January 8th, 2023. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. For further information about this specific position, please contact arenner8@uillinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1014255
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu