Customer Service Representative - I-Card

System's Office

Job Summary

Under general supervision, perform clerical duties and processing functions in support of ID Center operations and services to ensure daily operational needs are met.

Duties & Responsibilities

• 1. Perform a variety of customer service duties and processing functions in support of ID Center operations and services, which applies general knowledge about applicable University and departmental policies/procedures to assist with the issuance of ID cards including: taking photographs; processing/distributing ID cards.
• 2. Screen communications received via phone, in-person, correspondence, and electronically to assess needs, and respond to all requests and inquiries related to ID Center operations and services. Apply knowledge about ID Center procedures to provide information that is accurate and/or direct person seeking assistance to appropriate official/staff member for response. Apply knowledge about ID Center customer service policies to ensure assistance is delivered in a manner that is helpful and courteous.
• 3. Provide assistance to facilitate the technical services provided by the ID Center and perform related functions including: operating ID equipment (e.g., computer, printer, and other equipment used to generate ID cards); and monitoring security (e.g., premises, equipment, supplies, and other operational items).
• 4. Maintain confidential ID Center records related to the issuance of ID cards (including international student ID cards) that are accurate, complete, easily retrievable, and updated in a timely manner.
• 5. Apply general knowledge about policies/procedures regarding production of passport photographs and international student ID cards and perform related functions including: taking photographs; processing/distributing photographs and ID cards; and collecting/handling fees.
• 6. Collect cash or process credit card payments on operations involving financial transactions. Adhere to standard office and university cash handling practices and requisite separation of duties.
• 7. Assist with preparing the office to open each morning, and closing operations each evening, at the request of the manager or in the absence of the manager.
• 8. Learn intricacies of card printers and become proficient in fixing recurring, minor technical issues with them.
• 9. Assist with preparing/distributing ID card information to appropriate campus officials/staff for use during registration periods and other campus events.
• 10. Assist with maintaining the production log, which contains data documenting daily activities of the ID Center that is accurate and entered in a timely manner.
• 11. Perform other assigned duties appropriate for a Customer Service Assistant classification.

Minimum Qualifications

High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories:
college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
30 semester hours equals one (1) year (12 months)
Associate’s Degree (60 semester hours) equals eighteen months (18 months)
90 semester hours equals two (2) years (24 months)
Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills and Abilities

• 1. Strong Microsoft computer skills to proficiently perform duties and responsibilities including Word, Excel, Outlook, and Internet Explorer.
• 2. Excellent keyboarding, grammar, and proofreading skills, with strong emphasis on accuracy and applicable formats/criteria, to prepare and process ID Center documents, forms, and other correspondence.
• 3. Strong verbal and written communications skills to effectively interact with University, campus, and departmental officials/staff, students, and other persons seeking assistance from the ID Center.
• 4. Strong interpersonal skills that apply an understanding about the significance of customer service objectives/goals.
• 5. Ability to work under general supervision and exercise good judgment and discretion in the performance of all work assignments.
• 6. Ability to multi-task and prioritize work accordingly to meet deadlines while staying on task with assigned duties and responsibilities.

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible after 4/10/2023. Salary is commensurate with experience.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on March 30, 2023. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact johannam@uillinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1016643
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu