Customer Service Specialist

101607BR

Campus: Downtown Phoenix

Customer Service Spec

Job Description

Ensures highest quality service delivered to customers for assigned function and/or program in accordance with specified guidelines and priorities and ensures that service challenges are addressed and rectified in an appropriate time frame.

Job Family

Clerical & Admin Support

Department Name

PTS DPC,West,Poly Cust Service

Full-Time/Part-Time

Full-Time

VP Code

EVP BUSINESS & FINANCE

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$20.00 per hour

Close Date

07-June-2024-EXTENDED

Essential Duties

• Communicates with customers, both internal and external, in a positive, helpful and professional manner.
• Provides information about Parking and Transit Services (PTS) products and services and answers some general university questions.
• Delivers services specific to function, which include Delivers services specific to function, which include but are not limited to: receiving and counting money, provides correct change and issues receipts; balances cashdrawer/receipts and documents discrepancies; maintaining cash balance in pay machines.
• Performs minor cleaning and equipment maintenance and light structure maintenance in public access areas.
• Resolves customer issues received through personal contact and electronic systems relating to PTS policies and procedures.
• Tracks issues and ensures timely delivery of solutions.
• Solutions may involve/include other PTS support personnel and/or servicing equipment.
• Escalates issues as needed for timely resolution. Prepares reporting specific to function which may include: preparation of activity reports/logs on a regular schedule, and other case management reporting/tracking tools.
• Stays flexible with daily activities that may involve quickly change priorities to address needs and/or resolve customer issues, and addresses other function specific needs such as: special events and peak activity periods to service customers.
• Reports problems and issues to supervisor. Ensures highest quality service delivered to customers for assigned function and/or program in accordance with specified guidelines and priorities.
• Provides enhanced customer service and assists with self-service activities.
• Applies knowledge of policies and processes to educate and inform users.
• Assists in the assessment of facility/program needs to facilitate planning and delivery of high quality service consistently.
• May coordinate the activities of subordinates.

Minimum Qualifications

One-two years’ customer service experience in a frontline service environment. OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• One-two years customer service experience in a frontline service environment. OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Experience using Microsoft suite (Word, excel, outlook)/ windows computers.

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse
• Required to stand for varying lengths of time and walk moderate distances to perform work duties.
• May involve sitting in a higher than average height chair
• Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds
• Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• Ability to clearly communicate to perform essential functions.
• Activities may involve working in extreme weather conditions, Summer and Winter weather.

Department Statement

Parking and Transit Services (PTS) plays an integral role in support of the development o Arizona State University by managing the parking and commuter options on the four campuses.
PTS manages a 24,000+ parking inventory system-wide and strongly encourages the use of more environmentally friendly transportation options by subsidizing programs such as intercampus shuttles, carpool, car-sharing, and public transit. These services assist ASU students, faculty, and staff in traveling to, around, and between campuses. PTS also provides ambassador and bike valet services to ensure a culture of safety for all pedestrians navigating the most populated campus areas. PTS employees work in a dynamic and rapidly expanding University department and enjoy the benefits, professional growth, and job satisfaction associated with working for this nationally recognized leader among public institutions and the model for the New American University.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

Applicant must be eligible to work in the United States; ASU PTS DPC, West, Poly Cust Service will not be a sponsor for this position

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.