Customer Service Specialist (Residence Life) (part-time/temporary)

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