Service Center Customer Service Representative

Position Details

Position Information

Job Title
Service Center Customer Service Representative

Appointment Type
Student Employee

Job Location
Corvallis

Position Appointment Percent
100

Appointment Basis
12

Pay Method
Hourly

Pay Period
16th - 15th of the following month

Pay Date
Last working day of the month

Remote or Hybrid option?

Min Hourly Rate
$14.70 (Standard); $13.70 (Non-Urban); $15.95 (Portland Metro)

Max Hourly Rate
$21.00 (Standard); $20.50 (Non-Urban); $21.50 (Portland Metro)

Position Summary

This recruitment will be used to fill six part-time (a maximum of 24 hours per week) UHDS Customer Service Representative (CSR) positions for the University Housing and Dining Services at Oregon State University (OSU).

As an employee of University Housing and Dining Services (UHDS), Customer Service Representatives (CSRs) are expected to accomplish the primary objectives of UHDS to engage our students, enrich their lives, and help them thrive. Service Centers are located throughout campus and serve on campus scholars and residents in Arnold Dining Center, Marketplace West, McNary Dining Center, Orchard Court Family Housing, The GEM Apartments, and 1045 SW Madison Ave Apartments.

The Service Centers provide a wide range of support and services to guests, residential students, staff, and parents through the staff via telephone, email, and face-to-face interactions. The duties for a CSR vary depending on the shift and the Service Center assigned during that shift. As a primary location for student housing and dining questions, the Service Centers strive to be a "one-stop shop" for on-campus residents.

The CSR contributes greatly to the success of UHDS as part of the Operations Unit, which oversees assignments, international student arrivals, transitions, and other processes for on campus housing. CSRs assist in meeting operational needs and customer service requests for residential guests and students. Service Center staff work as a team to prepare keys for each resident, perform key audits and issue rekeys, collaborate with Operations staff on charges, and serve as a resource for guests during their stay on campus. Service Centers process mail and over 100,000 packages per year for on campus residents.

UHDS recognizes the importance of learning both in and out of the classroom and supports the concept of education as an individual as well as a community experience. Our primary focus is service to OSU students. We strive to provide our students, faculty, staff, and guests with safe, economical, on-campus living and dining options that are convenient and comfortable. We offer a variety of living and dining options in fifteen residence halls, three dining centers, and a limited number of family apartments. Our department is an auxiliary enterprise which is funded solely by customers who use our services - we receive no state or tax dollars. We work to maintain the highest educational and service standards for our customers.

University Housing and Dining Services is committed to an appreciation of diversity, and fosters an open, respectful, and enjoyable living, learning, and working environment. A personal and professional commitment to providing excellent customer service and creating inclusive environments is a core value of University Housing and Dining Services. CSRs are expected to affirm and uphold policies that help create and maintain non-discriminatory campus and living group environments. One must be attentive to issues related to multiculturalism, sexism, racism, gender, sexual orientation, and disability. As an employee of Oregon State University, CSRs are perceived as a representative of the University in one's relationships and contacts, both on and off campus. CSRs are expected not to engage in activities that may jeopardize one's credibility as a staff member or activities that make the University legally vulnerable.

Position Duties

The duties for a CSR vary depending on the shift and the Service Center assigned during that shift.

Customer Service
•  Resolves or refers concerns and complaints in reference to residence life, housing, and dining service supervising professional staff.
•  Acts as a resource person and referral agent for campus services and programs.
•  Takes telephone messages and forwards phone calls to the appropriate person.
•  Oversees timely responses to email inquiries.
•  Provides excellent customer service through communication and presentation to all internal and external customers. Internal customers include your co-workers, other department staff members, and your dining management team. External customers include all of our residents, faculty, staff, and visitors who purchase goods and services from us.
•  Provides information and materials in reference to city and campus resources and sights (maps, bus schedules, etc.)
•  Provides support to UHDS through the Courier service to move packages and department mail, as needed Operation Systems and Record Keeping
•  Supports check-in/out of residence halls within Service Center.
•  May be required to work key periods including opening, breaks, closing, holidays and zero week.
•  CSRs could also be scheduled to work shifts based around miscellaneous tasks that need to be completed.
•  May work at any Service Centers within the UHDS system. Keys & Mail Service System
•  Maintains quality key security and key inventory with temporary, outdoor keys/fobs, and room keys (see instructions for details).
•  Perform room key audits for occupancy verification with support from Senior CSRs, professional staff, and the Operations Manager for Resident Services.
•  Sorts/distributes/forwards registered mail for the complex
•  Receives and distributes registered mail, non-federal mail, deliveries, special deliveries, etc. For the complex
•  Notifies residents of packages in the complex on a timely basis. Safety and Security
•  Report any guest or facility concerns to Conferences Management and work order management system, respectively.
•  Report any resident or facility concerns to Summer Residential Education staff and work order management system, respectively.
•  Report all emergencies and accidents to appropriate departments and complete necessary paperwork.
•  Assist all Law Enforcement Agencies when necessary and within OSU policy and procedure.
•  Reports solicitors and other unauthorized persons in complex.
•  Assists/reports persons regarding harassment issues.
•  Reports emergencies and accidents to appropriate departments.
•  Reports lost keys due to security risk
•  Assists all Law Enforcement Agencies when necessary and within OSU policy and procedure. Support Operations Leadership Staff
•  Provides staff support to supervising professional staff by assisting in the development of policies and procedures related to the Service Centers.
•  Provides staff support for other UHDS staff as requested by the Operations Manager for Resident Services.
•  Explains the UHDS housing contract, dining plan information, and policies and procedures to students Staff Relations and Staff Development
•  Participates in Service Center meetings, training programs, and workshops as scheduled.
•  Communicates with the Operations Manager for Resident Services about situations that occur in relation to the operation of the complex.
•  Works with area Dining Services and Residence Education staff to develop strong community standards in the complex by communicating issues and needs raised by residents.
•  Develops positive working relationships with coworkers and all UHDS staff.
•  Functions as a team player in the office environment.
•  Participate in training as scheduled by the Operations Unit of UHDS and Operations Manager for Resident Services.
•  Develop positive working relationships and with UHDS staff. Treats all staff members, other department staff, and customers with courtesy, respect, and consideration.
•  Maintain positive customer service relationships throughout the residence halls and cooperative houses, setting culture of engaging with our students, enriching their lives, and helping them thrive. Administrative Duties
•  Is thoroughly familiar with the office policies, as described in the Office Manual, as well as the University Housing and Dining annual student contract, the Student Policy and Information Guide, as well as the University's "Student Conduct Regulations" guide.
•  Is knowledgeable about University and Department organizational structure to the extent that residents' questions can be readily answered or referred to appropriate personnel.
•  Conducts themselves in a friendly, helpful, businesslike manner and treats those seeking assistance with courtesy, respect and consideration at all times.
•  Maintains confidentiality of all records in accordance with FERPA and other laws. Minimum Qualifications

Full Employment Eligibility Requirements can be found here:
•  Must be academically enrolled in a high school, community college, or university and pursuing a program or course of study
•  Must meet Academic Standing Requirements; students on academic suspension are not eligible for employment . click apply for full job details