Lead Customer Service & Resolution Specialist

The Chronicle Of Higher Education, Inc.; Houston (TX); On-site; USD 22,000 - 28,000; Full time

Job summary

The Chronicle Of Higher Education, Inc. in Houston, TX is seeking three customer service representatives for the Parking & Transport Operations department to handle difficult inquiries, research complaints, and provide information across in-person, phone, and email channels.

Applicants must have a High School Diploma or GED and at least three years of related experience; weekend and extended hours may be required. The role involves coordinating with internal teams and external agencies as needed.

Qualifications

• Requires a minimum of three (3) years of directly job-related experience.

Responsibilities

• Handles more difficult questions and issues; provides general information; verifies information; and refers individuals to applicable office or department for further assistance.
• May serve as team lead for lower-level customer service representatives, including coordinating entries in call center tracking database, ensuring vendor notification and resolution of issues.
• Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.
• Investigates complaints from customers and participates in negotiating solutions.
• Conducts proactive customer service activities inside and outside the department.
• May be involved in the release of information to, other universities or external agencies.
• May handle money received as payment for processing forms.
• May conduct periodic customer satisfaction surveys, prepare reports, and other departmental projects.
• Performs other job-related duties as assigned.

Skills

Customer service

Education

High School Diploma or GED

Job description

The Chronicle Of Higher Education, Inc. in Houston, TX is seeking three customer service representatives for the Parking & Transport Operations department to handle difficult inquiries, research complaints, and provide information across in-person, phone, and email channels.

Applicants must have a High School Diploma or GED and at least three years of related experience; weekend and extended hours may be required. The role involves coordinating with internal teams and external agencies as needed.