Customer Experience Specialist II - Evening Shift

001 University of Rochester; City of Rochester (NY); On-site; USD 25,000 - 34,000; Full time

Job summary

University of Rochester in Rochester, NY is seeking a regular, full-time Customer Service/Support Associate to respond to inquiries by phone, email or web and to process service orders.

The role emphasizes accuracy in data entry, timely communication between management, office staff, and field staff, and resolving customer issues following established procedures. Evening hours are required, with a High School diploma and 1 year of relevant experience.

Qualifications

• High School diploma and 1 year of relevant experience required.

Responsibilities

• Provides timely responses to customer inquiries by telephone, email or website, or inbound/outbound service center, consistent with service and quality standards.
• Processes customer orders, bills and accounts, and applications for service, maintenance and termination.
• Troubleshoots and resolves customer complaints.
• Works within established procedures with a moderate degree of supervision.
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions.
• Assists patrons over the phone and through email.
• Ensures transactions are entered promptly and accurately for accounting.
• Enters customer data information.
• Performs radio calls to assist with customer concerns.
• Provides clear lines of communication between management, office staff, and field staff.
• Tracks and logs data, such as jobs dispatched.
• Provides information to internal and external customers in regards to assigned area.
• May monitors premises using CCTV and Remote Access Control.
• Other duties as assigned.

Skills

Customer service

Phone support

Data entry

Education

High School diploma

Job description

University of Rochester in Rochester, NY is seeking a regular, full-time Customer Service/Support Associate to respond to inquiries by phone, email or web and to process service orders.

The role emphasizes accuracy in data entry, timely communication between management, office staff, and field staff, and resolving customer issues following established procedures. Evening hours are required, with a High School diploma and 1 year of relevant experience.