Senior Customer Service Representative at InsideHigherEd

Job Title: Senior Customer Service Representative
Location: USO-Information Tech Services
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 292371
About Us

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Location

This role is based at the Information Technology Services (ITS) office in Athens, Georgia, located at 2500 Daniells Bridge Road. Onsite attendance is required five days a week, and remote work is not offered for this position

This position is for permanent, full-time employment. Candidates must reside in the state of Georgia or be willing to relocate to Georgia as a condition of employment.

Please note that we do not provide visa sponsorship or support visa transfers for this position at any point in time. Applicants must be legally authorized to work in the United States.

Job Summary

This position requires a strong candidate who is professional, with an excellent work ethic and who exhibits superior interpersonal skills.This position ensures excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. This person is the main point of customer contact for general inquiries like pricing, products, scheduling, quotes, etc. This person builds and maintains a strong business relationship with customers by providing prompt and accurate service so as to promote customer loyalty. The ideal candidate will have experience in a web customer oriented environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderately noisy (discussions take place).

Responsibilities

• Respond to customer requests via Service Now tickets

• Oversees TechStore email communications

• Process For Home and For Work customer orders from the website

• Process For Home and For Work customer orders from the website

• Provide customers with product and service information

• Work with USG Technology Store and other ITS staff to resolve issues

• Respond to all USG Technology Store email customer requests with 24 hours

• Identify, research, and resolve customer issues using resources as needed

• Recognize, document and alert the Operations Manager of trends in customer calls

• Recommend process improvements

• Maintain accuracy of customer information in the USG Technology Store ordering system Netsuite

• Approve and fulfill orders as needed

• Keeps up with latest USG Technology Store offerings

• Maintain a record of customer questions and answers to insure consistent responses

• Providing knowledge base updates to helpdesk

• Prepare quotes for transactional non-termed products

• Prepare renewal quotes for item and termed products

• Compare and review vendor quotes for new and renewal orders

• Coordinate new product offerings with the contract team

• Assist customers with product information, purchasing options and acquiring support if needed

• Point of Contact for all K-12 renewals

• In depth knowledge of product line sold by the TechStore

• Maintains list of all CIOs and purchasing contacts for each USG institution

• Assist reconciling inventory and purchasing quantities on large termed renewals

• Other duties as assigned

Required Qualifications

• Bachelor's degree in a related field and at least eight years related experience and/or training; or an equivalent combination of education and experience

Preferred Qualifications

Ability to research and analyze data.

Strong verbal and written communication skills.

Ability to work independently with strong administrative/problem solving skills.

Highly organized and able to prioritize.

Experience in higher education preferred.

Ability to travel.

Knowledge, Skills, & Abilities

• Possess excellent phone and email etiquette

• Ability to thrive in a team oriented environment

• Details oriented with a high degree of accuracy

• Ability to articulate clearly and be persuasive with details and facts

• Ability to work effectively under pressure in a fast-paced environment

• Possess excellent interpersonal skills

• Ability to articulate clearly and be persuasive with details and facts

• Research billing issues

• Research misapplied payments

• Work with support staff for invoicing, Accounts Receivable (A/R) and Accounts Payable (A/P) as needed

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.

Background Check

Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.

For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.