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Job description
General Summary of Position:
The Student Affairs/Residence Life Part-Time Customer Service Specialists (CSS) are friendly and highly analytical individuals. The CSS will answer customer queries and resolve issues via appropriate channels, maintain knowledge of the services provided through our housing operations and residential education teams, obtain customer feedback, and provide basic levels of training to new student members of the team.
The CSS needs to demonstrate excellent time management skills and be passionate about customer service and continuous improvement. The CSS will be brand ambassadors for UMass Lowell who go the extra mile to ensure customer satisfaction. The priority of the CSS is to provide outstanding customer service for our students, families, and all members of our community.
Minimum Qualifications (Required):
HS Diploma or GED/equivalent
The ability to respond appropriately under pressure
Sound judgment and excellent problem-solving skills
A positive attitude and the ability to build relationships with colleagues, students, families and clients
Experience and understanding of effective customer service procedures
Outstanding conflict mediation skills
Strong communication and documentation skills
Desire to solve problems and take appropriate initiative
Ability to maintain composure during high stress situations and under heavy workload, with multiple and conflicting priorities, frequent interruptions, and other demands in a fast-paced office environment
Proficiency and prior use of Microsoft 365 applications including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams
Additional Considerations:
The ability to work effectively with diverse groups.
Knowledge of FERPA and other higher education laws.
Demonstrate integrity, initiative, dependability, openness, teamwork, a positive attitude, a commitment to the tenets of student development and creation of inclusive communities, as well as the values and mission of the University.
Preferred Qualifications:
Prior experience with student or apartment housing, reservation, or help desk software is advantageous
Associates or Bachelor's degree preferred
Bachelor's degree in Business, Communications, or a related field may be advantageous
The ability to speak a second language may be advantageous
Previous Higher Education administration experience
Experience with supervision of students/staff
Special Instructions to Applicants:
Review of applications will begin immediately and will continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.
This is a part-time, temporary, non-unit, non-benefited position. The position offers 18-20 hours per week and is available year-round.
Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.
The University of Massachusetts President's Office welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.