Customer Service Coordinator (Customer Service Representative)

Job Summary

The Customer Services Coordinator plays a vital role in supporting the Accessible Educational Services (AES) unit within the Division of Student Affairs. The position involves frequent interaction with administrators, faculty, students, and staff to assist the Testing Lab Coordinator in managing the testing lab operations and administering exams for undergraduate, graduate, and professional students enrolled across all IU Indianapolis schools.

Department-Specific Responsibilities

• Performs various duties related to the AES Testing Lab's operation.
• Supports the management of the test room booking team operation.
• Supports the team of student workers, Accommodation Support Professionals (ASPs), in their roles and responsibilities.
• Provides guidance to others by supporting the Testing Lab Coordinator and hourly staff.
• Assists with scheduling and preparing tests for students.
• Assists in managing the administration and delivery of tests.
• Helps other staff members by providing data for lab reports, planning central office events, and coordinating ASPs' schedules.

General Responsibilities

• Provides exceptional customer service by greeting and assisting customers and responding to customer inquiries and complaints regarding the organization's products or services.
• Resolves questions and problems from students, employees, and other stakeholders accurately by explaining and interpreting policies and programs with limited research and guidance; provides answers to questions and resolutions to problems.
• Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services.
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
• Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases
• Redirects complex questions and issues to higher-level appointed staff and/or managers.
• Maintains high standards of confidentiality of all records and documents.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE

Required

• 2 years of relevant experience

SKILLS

Required

• Proficient written and verbal communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrated customer service skills
• Ability to build strong customer relationships
• Friendly and service-oriented
• Strong verbal communication and listening skills
• Demonstrated problem solving skills
• Effective interpersonal skills
• Effective conflict management skills

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Indiana University Indianapolis

Indianapolis, Indiana

Advertised Salary

$40,000 annually

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Intermediate

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service

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Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring.See Indiana University Notice of Non-Discrimination here which includes contact information.