Customer Service Specialist

at  Northwestern University

The Facilities Customer Support Specialist (CSR) provides support to internal (Facilities) and external (University) stakeholders to ensure Facilities can deliver safe, sustainable, and a reliable campus environment. Responsible for processing all activities included in the lifecycle of service requests from receipt through completion, ensuring data accuracy integrity for successful inclusion in financial reporting. The CSR must maintain a close working relationship with all units in Facilities and schools and units at the University and is relied upon to support various programs and procedures administered by leadership. All functions are performed with a high degree of independence and must be performed with integrity.
The role will support the department’s mission and values by exhibiting the following: inclusiveness, respect, initiative, collaboration, innovation, and accountability. The incumbent will strive to provide excellent service when performing job responsibilities and will practice safe work procedures and follow safety rules at all times.
Specific Responsibilities:

Customer Service Intake and Support

• Provides excellent customer service by phone, email and in-person; Answers questions pertaining to requests, scheduling, job costing, etc.; Serves as a trusted, collaborative resource to the University community.

Data Investigation and Auditing

• Conducts daily work task audits; confirms and modifies accuracy of data to ensure successful job cost reconciliation.

Exception Processing and Data Entry

• Responsible for reviewing all work tasks and adds necessary documentation to ensure efficient tracking of labor;

Financial Reconciliation

• Ad hoc reporting and assists internal departments with project reconciliation;

Campus Events

• Provides event support to schools and units on campus; Assists with scheduling Operations support; Serves as a point-of-contact for general inquiries; Offers event-specific assistance as needed.
• Performs other duties as assigned or required.

MINIMUM QUALIFICATIONS: (EDUCATION, EXPERIENCE, AND ANY OTHER CERTIFICATIONS OR CLEARANCES)

• A high school diploma or the equivalent combination of education, training and experience from which comparable skills can be acquired.

MINIMUM COMPETENCIES: (SKILLS, KNOWLEDGE, AND ABILITIES.)

• Time Management - Strong ability to organize and manage multiple priorities;
• Works effectively in an environment in which the priorities may change daily; adjusts behavior to meet the needs of different people and situations;
• Consistently displays accuracy and attention to detail;
• Being helpful, respectful, approachable and team oriented, building strong working relationships and a positive work environment;
• Strong interpersonal as well as oral and written communication skills. Ability to communicate effectively with faculty, staff, students and other University stakeholders;
• Ability to handle multiple tasks and perform typing and routine data entry with speed and accuracy;
• Ability to compose, proofread and/or edit letters and documents.;
• Ability to calculate routine arithmetic;
• Strong knowledge of grammatical usage;
• Ability to work independently, without major oversight, and utilize good judgment when making decisions. Must also be self-motivated;
• Candidate needs to demonstrate professional demeanor;
• Ability to compile and analyze data from a problem solving perspective. Also, demonstrate good judgment and decision making related to interpreting data and making recommendations or acting on the analysis of data;
• Ability to develop a thorough understanding of University policies and procedures and ability to use sound judgment in applying them to individual situations.

PREFERRED QUALIFICATIONS: (EDUCATION AND EXPERIENCE)

• Bachelor’s degree in business or related field, or the equivalent combination of education, training and experience from which comparable skills can be acquired;
• One to two years’ experience in a customer service support role, preferably in an institutional environment;
• Training in business practices, accounting or effective communication techniques.

PREFERRED COMPETENCIES: (SKILLS, KNOWLEDGE, AND ABILITIES)

• Proficiency with PeopleSoft Financials;
• Proficiency with Tableau;
• Exceptional customer relationship skills and the ability to establish effective working relationships in a diverse environment.

Please refer the Job description for details