Customer Service Specialist- ASU Services

Technology at Arizona State University; Tempe (AZ); Hybrid; USD 27,552 - 30,858; Full time

Benefits offered by this job

Access to comprehensive benefits

Tuition reduction for degree programs

Professional development opportunities

Job summary

A major university in Tempe, Arizona, is seeking a Customer Service Specialist to provide endpoint support to faculty, staff, and students. The role requires excellent customer service skills, critical thinking, and the ability to work effectively in a team. Join a culture focused on inclusion and positive impact, with opportunities for flexible working arrangements and professional development.

Qualifications

• Two years of experience in a customer service role.
• Ability to implement self-service strategies.
• Knowledge of higher education policies.

Responsibilities

• Provide endpoint support to faculty, staff, and students.
• Utilize ticketing systems to document customer inquiries.
• Engage in training sessions and collaborate across teams.

Skills

Empathy

Customer service experience

Critical thinking

Communication skills

Education

High School Diploma

Tools

Salesforce

ServiceNOW

Job description

Overview

Customer Service Specialist - ASU Services

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - ASU Services. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

What’s in it for you

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:

• Access to comprehensive benefits to enhance total compensation
• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

Flexible work options may be available after successfully completing the initial 90-day training period.

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process. Overnight shifts are eligible for additional hourly compensation beyond the entry pay range.

Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needs

Responsibilities

• Proficiently receives, monitors, and responds to inquiries via phone, email, and chat while addressing customer needs with empathy and efficiency.
• Utilizes ticketing systems and other designated technologies to accurately document and track support service activities in alignment with established organizational protocols.
• Demonstrates the ability to escalate complex or unresolved issues to Tier 2 support or other specialized teams, ensuring thorough documentation and context.
• Exhibits a comprehensive understanding of user requests and responds appropriately, fostering trust through consistent follow-through and ownership of issues.
• Applies critical thinking skills while utilizing support documentation, such as knowledge bases, to efficiently resolve client issues.
• Develops and collaborates in the creation of technical documentation for internal use.
• Recognizes trends and promptly notifies leadership and relevant departments.
• Actively engages in both scheduled and ad-hoc training sessions, contributing valuable insights and knowledge.
• Adheres to established methods and guidelines, proficiently obtaining, clarifying, and sharing information within defined parameters.
• Collaborates across teams and actively participates in ET/ASU events and programs.
• Leverages AI in routine tasks and contributes ideas for using AI to improve the unit’s efficiency and overall performance.
• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Qualifications

Desired Qualifications

• Capable of effectively implementing self-service strategies to enhance customer understanding and satisfaction regarding inquiries, policies, and procedures.
• Demonstrates knowledge of higher education policies and procedures.
• Familiarity with customer relationship management (CRM) tools, such as Salesforce or ServiceNOW
• Experience in high-volume customer service contact center.
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
• Ability to model empathy, compassion, and emotional intelligence.
• Experience hiring in a values-led organization, emphasizing inclusion and belonging.
• Ability to help foster a safe psychological space for all teammates where everyone can thrive.
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• Ability to lead by example in communicating, participating, and encouraging support of the institution’s sustainability programs.

Minimum Qualifications

High School Diploma and two years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation.

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

To be considered, your application must include all of the following attachments:

• Resume/CV