Customer Svc Spec Sr

84242BR

Campus: Downtown Phoenix

Customer Svc Spec Sr

Job Description

The Customer Service Specialist Senior serves as a primary contact for Arizona PBS members and viewers on such subjects as broadcast schedule, programming, membership, and other station-related questions. Responds to customers both internal and external, in a professional manner and in an appropriate time frame.

Job Family

Clerical & Admin Support

Full-Time/Part-Time

Full-Time

VP Code

VP/EXEC VICE PROV DPC

Grant Funded Position

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

Salary Range

Depends on experience

Close Date

24-September-2022

Essential Duties

• Communicates with constituents and colleagues, internal and external, in a positive, helpful and professional manner.
• Provides information about Arizona PBS programs and services, and answers general questions about all areas of the station via phone and email.
• Delivers services specific to function, which include but are not limited to: account lookups, data entry and modifications, and payment processing via multiple systems and databases. 
• Resolves customer issues received through phone and email contact.
• Escalates issues as needed for timely resolution.
• Flexible with daily activities to quickly change priorities to address needs and/or resolve customer issues.
• Ensures highest quality service delivered to customers for assigned function and/or program in accordance with specified guidelines and priorities.
• Trains new Customer Service Specialists as needed.
• Provides assistance with receptionist coverage as needed.
• Manages team of student office aides.  Duties include, but are not limited to: Interviewing, Hiring, Scheduling, Processing Payroll, Training

Minimum Qualifications

Associates degree in related field and two to three years’ experience in a customer service environment and 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

• Experience in a high-volume customer service environment
• Experience working in database software
• Experience supervising others

Working Environment

• Requires ability to use phone and electronic equipment
• 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
• 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
• Clearly communicate to perform essential function

Department Statement

Arizona PBS, one of the nation’s largest and leading public media organizations, delivers in-depth programming on news and public affairs, science, arts and culture, plus dedicated children’s programming, to 1.9 million households and 4.8 million people, reaching 80 percent of the homes in Arizona. On air, online and in the community, Arizona PBS brings its trusted brand of storytelling to Arizonans via four broadcast TV channels and its arizonapbs.org website. The station, which started in 1961, is operated by Arizona State University’s Walter Cronkite School of Journalism and Mass Communication.

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 Police Department at 480-965-3456.

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

Employment Verification Statement

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

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.

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

Only electronic applications are accepted for this position.