Customer Service Representative

Level 1

Level Details
Job Code	Salary Band	FLSA Status
COBO0101	C	Non-Exempt

Level 1 positions typically demonstrate baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment within a diverse workforce; actively contribute to completion of team goals and assigned tasks; clearly communicate information, ideas, or instructions verbally and in writing; follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Typical Education & Experience
1+ years related experience High School Diploma or higher Or an equivalent combination of education and experience

Typical Work Duties
Serve as first-line liaison for internal and external customers (guests, clients, faculty, staff, students, vendors, etc.) Correspond with a diverse customer base in person, by phone, email, fax, or regular mail Respond to routine customer questions and/or needs, provide appropriate response/service for situation; refer to other department(s)/unit(s) as appropriate May process a variety of financial transactions and maintain inventories Operate various equipment and computer systems Report unusual situations or concerns to appropriate personnel Provide general office and administrative support Receive, sort and distribute mail

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 2

Level Details
Job Code	Salary Band	FLSA Status
COBO0102	D	Non-Exempt

Level 2 positions typically demonstrate intermediate knowledge of the concepts, practices and procedures of a particular field of specialization; perform intermediate tasks in defined skill areas/applications by continuously building on current job knowledge; maintain effective relationships with peers, vendors, and others in a diverse environment; support team decisions and follow through with team responsibilities; interpret information, ideas and instructions and communicate clearly and accurately both verbally and in writing including materials intended for distribution; determine causes of unusual occurrences and apply standard principles and practices to determine and implement solutions; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under general supervision, while performing assignments that are varied and that may be somewhat difficult in character, but usually involve limited responsibility.

Typical Education & Experience
3+ years related experience High School Diploma or higher Or an equivalent combination of education and experience

Typical Work Duties
Serve as first-line liaison for internal and external customers (guests, clients, faculty, staff, students, vendors, etc.) Assist in coordinating the activities of outside vendors/companies in support of operations Respond and refer customer questions and/or needs, provide appropriate response/service for situation; refer to other department(s)/unit(s) Correspond with a diverse customer base in person, by phone, email, fax, or regular mail Process a variety of financial transactions and perform inventory activities Investigate unusual situations or concerns and assist in problem resolution Operate various equipment and computer systems May assist in promoting products and/or services to internal and external customers

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 3

Level Details
Job Code	Salary Band	FLSA Status
COBO0103	E	Non-Exempt

Level 3 positions typically demonstrate proficient and comprehensive knowledge of defined skill areas/applications to integrate fundamental elements from other specialties into work assignments; apply knowledge of principles, practices, and procedures of a particular field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; ensure safe practices and environmental consciousness are exhibited in decisions; may lead a project team involved in completion of difficult assignments, requiring proficient knowledge of field of specialization; interpret and communicate information, ideas and instructions clearly, accurately and persuasively both verbally and in writing including materials intended for distribution; incorporate new facts and ideas into group processes and apply creative thinking to develop new solutions; typically work with minimal supervision on difficult assignments, conferring with manager on unusual matters.

Typical Education & Experience
5+ years related experience High School Diploma or higher Or an equivalent combination of education and experience

Typical Work Duties
Serve as customer service representative for unit Communicate and solve problems for a diverse customer base in person, by phone, email, fax, or regular mail Investigate and resolve unusual situations or concerns Execute operational procedures in support of safe work practices Report equipment malfunctions and repairs as necessary Maintain departmental manuals and records Operate various equipment and computer systems Communicate with various departments in order to accommodate changing business needs Assist in promoting products and/or services to internal and external customers May supervise, train and direct the work of others Assist with the financial administration of the department including cost containment and maximization of revenue by promoting internal services

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 4

Level Details
Job Code	Salary Band	FLSA Status
COBO0104	G	Non-Exempt

Level 4 positions typically demonstrate advanced knowledge of principles, practices, and procedures of a particular field of specialization and complete complex assignments; integrate complex elements from other specialties into work assignments; demonstrate a strong commitment to inclusionary practices which support diversity throughout the University; establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts and instructions in a clear manner, and use persuasion and negotiation to build consensus and cooperation; ensure safe practices and environmental consciousness are exhibited in decisions; develop new techniques, concepts, theories, programs or solutions and apply them to complex strategic operating issues; typically work independently on complex work assignments, review progress and evaluate results and update management as appropriate; may direct and delegate work to lower-level staff.

Typical Education & Experience
5+ years related experience Associate’s Degree or higher Or an equivalent combination of education and experience

Typical Work Duties
Educate internal and external customers regarding projects, programs, and services Assist with various financial activities such as negotiating rates, managing expenses, providing estimates, and seeking revenue sources Create various specialized reports and track progress of projects May manage proprietary software systems; may provide technical support and make hardware and software purchase recommendations Troubleshoot and coordinate equipment problems with vendors Ensure quality of products and services Supervise staff, train and direct the work of lower-level staff Collaborate with a variety of University departments and outside community agencies to accomplish business objectives for assigned area Market and promote products and services for assigned area Meet with customers and/or service providers regarding products and services; resolve issues and make recommendations May complete business transactions such as payroll, standing orders, invoices and other financial forms May perform additional duties listed in lower levels

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 5

Level Details
Job Code	Salary Band	FLSA Status
COBO0105	I	Exempt

Level 5 positions typically extend mastery of job knowledge to the principles, theories and practices of related specialties; expand knowledge of best practices and incorporate into all work assignments and procedures; evaluate and enhance current practices and efforts to ensure optimal support of diversity; oversee leadership of teams and projects that involve extensive cooperation and coordination between multiple departments across the University or with external customers; prepare written and/or verbal presentations or proposals on highly complex issues and deliver to a broad variety of audiences; identify and implement innovative solutions to important, highly complex strategic and/or operational issues which may involve unusual circumstances and incomplete or conflicting data; ensure safe practices and environmental consciousness are exhibited in decisions; work independently on highly complex or strategic assignments; may direct and supervise lower-level staff.

Typical Education & Experience
7+ years related experience Associate's Degree or higher Or an equivalent combination of education and experience

Typical Work Duties
Hire, train, coach, supervise, direct, evaluate, and discipline assigned employees Prepare staff schedules to ensure appropriate coverage Coordinate and develop training programs and materials Participate in various financial activities such as negotiating rates, managing expenses, providing estimates, and seeking revenue sources Audit records, files and other appropriate documentation to ensure information is recorded and maintained accurately and in compliance with internal process requirements and/or external regulations Develop and establish policies, procedures, programs, and services and provide oversight for implementation May be responsible for the implementation and execution of department projects or processes as designated by the department manager In absence of manager or supervisor, may monitor schedules and basic organizational service levels and standards Approve business transactions such as payroll, standing orders, invoices and other financial forms May perform additional duties listed in lower levels

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.