Sr Customer Service Rep

JOB SUMMARY

Ensures delivery of excellent customer service through fast and accurate processing of communication, and coordinating with other departments to resolve complex inquiries.  Performs a wide variety of complex support activities in the customer service function in areas such as maintenance, creative services, duplication, procurement, and transportation.  Inputs customer information and job instructions into computer software program.

MAJOR DUTIES & RESPONSIBILITIES

• Performs customer service representative duties and effectively handles escalated issues and complex problems.
• May act as a liaison between customer and department. May perform consultation services to advise customers of departmental services.
• May assist management in duties such as managing databases, developing reports, processing accounting and job costing documents, and coordinating complex activities with other departments.
• May initiate outbound calls to resolve complex customer issues and/or conduct research on behalf of management.
• May oversee, review, edit, post time and approve department payroll utilizing the PeopleSoft database, and input information into SAP  May oversee and coordinate special projects.
   

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

• Performs other job-related duties as assigned.

EDUCATION

High School Diploma or GED

WORK EXPERIENCE

3 to 5 years

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

PeopleSoft, SAP, HTML, Microsoft Office
Office equipment (e.g., computer, copier)
 

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Little, if any, independent judgment is required, outside of making basic choices in the selection and application of established methods. The job receives frequent, ongoing supervision.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Job is occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas.

IMPACT OF DECISIONS

Follows rules and procedures. Decisions can have minimal or no impact to HISD. Errors can be readily detected, usually by the employee, and, if made, would result in minor expense for correction.

COMMUNICATION/INTERACTIONS

Information sharing - gives and receives information such as options, technical direction, instructions and reporting results. Interactions are mostly with customers, own supervisor and coworkers in own and other departments.

CUSTOMER RELATIONSHIPS

Follows through with customer inquiries, requests and complaints. Forwards difficult and non-routine inquiries or requests to appropriate level for resolution.

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.
Ability to carry and/or lift less than 15 pounds.