Customer Care Representative - Cornell Retail Services

As a dynamic hub of the Cornell University campus, a recognized national leader in collegiate retailing, and a self-funded enterprise, Cornell Retail Services strives to deliver legendary customer service and quality products to meet the needs of the Cornell Community. In service of Cornell students, faculty, staff, alumni and visitors, the Cornell Retail Services team leads a multi-channel retail business, including a 22,000 sq. ft. flagship campus store, three e-commerce sites, and satellite store locations throughout the Ithaca area and NYC, ultimately producing $26 million in annual retail sales.
Cornell Retail Services is part of the division of Student & Campus Life (SCL) which inspires transformation in all Cornell students and employees on their journey of individual, academic, and personal evolution. Our division is comprised of leading student affairs experts who support our campus on pressing student life matters including public service, health, wellness, social justice, residential living, food services, sports, recreation, career services, and student activities and organizations including sorority and fraternity life. Our nearly 4,000 staff and student employees who make up SCL embrace the opportunity to represent the division and strive for excellence as we shape the Cornell student experience, one interaction at a time.

   

Reporting to the Cornell Retail Services Operations Manager, the Customer Care Representative will support the customer experience by resolving and responding to customer orders and web inquiries via phone, email, or in-person as well as process customer and departmental phone and special orders. This role will track and monitor customer inquiries through a customer case log and actively look to provide resolutions by connecting with other departments within the Retail Services Team. Additionally, this role will create procedural standards to assist part-time and student support staff with best practices when answering customer inquiries. As needed, this role will provide support to the order fulfillment team to resolve customer orders that contribute to the overall positive customer experience.

A successful Customer Care Representative will:

• Strong organizational and analytical skills with the ability to handle multiple tasks.

• Critical thinking skills are essential.

• Ability to accept and work autonomously in an ever-changing environment to focus on details and follow through on complex projects.

• Ability to effectively set priorities and work effectively in a fast-paced environment.

Required Qualifications:

• High school diploma or equivalent, and at least two years of relevant experience in retail; or equivalent combination of education and experience required.

• Demonstrated strong customer service skills.

• Computer /systems competency including experience with Microsoft Office Suite

• Strong oral and written communication skills.

• Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and well-being.

• Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members. 

Preferred Qualifications:

• Familiarity with NSPOS, our Point of Sales System.

No relocation assistance is provided for this position. Visa sponsorship is not available for this position. This position is located in Ithaca, New York. The successful applicant will be expected to work on campus.

   

Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information .

  

University Job Title:

Sales Asst III

Job Family:

Auxiliary Services

Level:

C

Pay Rate Type:

Hourly

Pay Range:

$20.52 - $21.55

Remote Option Availability:

Fully Onsite

Company:

Contact Name:

Jana English

Job Titles and Pay Ranges:

Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience

• Education level to the extent education is relevant to the position

• Unique applicable skills

• Academic Discipline (faculty pay ranges reflects 9-month annual salary)

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator .

Union Positions

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EEO Statement:

Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law. 

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply.

2024-02-13