Customer Support Specialist (Fixed-Term)
Santa Clara University
Department: HR - Administration
Part Year: No
FLSA Status: Non-Exempt
Standard Hours (hours per week): 40
The Customer Support Specialist is the initial interface between the Department of Human Resources and students, faculty, and staff of Santa Clara University. This position is responsible for ensuring all customer inquiries and requests are addressed in professional and timely manner by extending a high level of customer service during all communications and encounters with employees and visitors.
This position supports the Department of Human Resources in its commitment to serve the students, faculty, and staff of Santa Clara University in their individual and collective effort to fulfill the University's mission, as well as their own potential. This is a fixed term full-time staff non-exempt position reporting to the Manager of Student Employment.
Essential Duties and Responsibilities:
1. Customer Service and Service Desk Operationsa. Ensure all customer inquiries are addressed in timely and professional manner while maintaining a high level of confidentiality.
b. Greet and attend all HR department visitors and insure their needs are met.
c. Ensure all incoming calls are answered promptly and all voice messages are addressed within one business day.
d. Ensures that all calls and visitor requests, including feedback emails, are tracked and documented timely.
e. Coordinate with other Customer Support Specialist and ensure service desk is fully staffed during normal business hours 8:00 am to 5:00pm.
f. Provide administrative support by collecting and ensuring proper completion of new hire paper work (I-9, W-4, transactions, etc.) for diverse group of employees, including student employees.
g. Provide administrative support and ensure proper distribution and tracking of paychecks.
h. In coordination with other Customer Support Specialist, develop and maintain HR Service Desk Procedure Manual and keep supervisor abreast of changes.
i. Review processes and assist in identifying areas of efficiency and service quality improvement.
j. Maintain a high level of confidentiality use the PeopleSoft system to access data to address customer inquiries as needed.
k. Assist with and provide back-up support for the accurate and timely completion of employee verifications2. Department Facility Operations Supporta. Assist with and provide back-up support for facilities work orders and ensure orders are completed while keeping appropriate HR staff informed.
b. Ensure facility is clean and free of debris3. Back office supporta. Coordinate and ensure timely and accurate delivery of HR staff mail and deliveries.
b. Assist with HR department projects and activities, including data entry, as needed or assigned by supervisor.
c. Participate in department and university committees as required
d. Contribute to building and sustaining department esprit de corps.
e. Assist with and provide back-up support for office supplies inventory and ordering5. Other duties as assigned.
Provides Work Direction:
1. Works as a team with other Customer Support Specialist2. Provides work related guidance and support to student assistants
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.
Considerable time is spent at a desk using a computer terminal.
May be required to travel to other buildings on the campus.
May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
May be required to occasionally travel to outside customers, vendors or suppliers.
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.
Typical office environment.
Mostly indoor office environment with windows.
Offices with equipment noise.
Offices with frequent interruptions.
a. Commitment to understand and support Santa Clara Universitys distinctive Jesuit educational vision and willingness to model institutional values of competence, conscience and compassion, in pursuit of its mission and goals
a. Computer proficiency, including Microsoft Office tools.b. Excellent interpersonal and communication skills, both written and oral.c. Strong organizational skills.d. High level of attention to detail.e. Self-motivated, self-starterf. Dependable and responsible
a. A professional and courteous demeanor in responding to the public, including commitment to customer service, both internal and external to the department.b. A willingness attitude and a strong desire to help solve customer service issues.c. Ability to handle confidential information with sensitivity and discretion.d. Ability to work well autonomously and as part of a team.e. Ability to handle multiple tasks/requests from a variety of different customers.f. Flexibility to assist on various projects or tasks and to handle projects from inception to completion.g. Ability to anticipate the need of internal & external customers and to take initiative in problem solving.
Education and/or Experience:
a. Bachelors degree preferred.a. Three to five years of demonstrated experience in a high-touch customer service environment required, with a minimum of one year experience in Human Resources preferredb. Experience with Relational Database required, PeopleSoft version 9.0 or higher preferredc. Experience in higher education preferred
Salary Information: $20.34 per hour
Open Until Filled: Yes
Special Instructions to Applicants:
This is a fixed-term position ending 6/30/18 with the possibility of extension or conversion to regular status dependent on funding and/or business need.
To view the full job posting and apply for this position, go to https://jobs.scu.edu
About Santa Clara University
Santa Clara University is a comprehensive Jesuit, Catholic university located in Californias Silicon Valley, offering its 8,800 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus masters, Ph.D., and law degrees.
Distinguished by the highest retention rate and ranked second among all masters universities in the West by U.S. News and World Report, Santa Clara University is Californias oldest operating institution of higher-education. The University is focused on creating an academic community that educates citizens and leaders who will build a more just, humane, and sustainable world.
Santa Clara University is an Equal Opportunity/Affirmative Action employer, committed to excellence through diversity and inclusion, and, in this spirit, particularly welcomes applications from women, persons of color, and members of historically underrepresented groups. The University will provide reasonable accommodations to individuals with a disability.
Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website at http://www.scu.edu/cs/. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.
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