Washington University in St. Louis
Customer Service Representative II - University Services Operations
Washington University in St. Louis, St Louis, Missouri, United States
Scheduled Hours
37.5
Position Summary The Customer Service Representative II serves as the first point of contact for visitors and callers, providing friendly, professional, and efficient front-line support. This role is responsible for assisting walk-in customers at the front desk, answering phone calls, managing email correspondence, and directing inquiries to the appropriate departments or individuals.
In addition to general customer service duties, this position oversees the production of campus ID cards, the issuance of Metro U-Passes and parking permits. This position works closely with other departments within University Services such as Parking & Transportation, Dinning & Business Services and Card Access on the Danforth campus. The ideal candidate is approachable, detail-oriented, and able to manage multiple tasks while maintaining a high level of customer satisfaction.
Position requires the ability to work flexible shifts. Some weekends may be required.
Job Description
Primary Duties & Responsibilities:
Greet and assist walk-in customers at the front desk.
Answer incoming phone calls and route inquiries to the appropriate department or individuals when needed.
Monitor and respond to email correspondence in a timely and helpful manner.
Issue parking permits and assist with related questions and concerns.
Produce and issue campus ID cards for students, faculty and staff.
Distribute and manage Metro U-Passes for eligible individuals.
Process payments for various services, ensuring accuracy and compliance with procedures.
Maintain accurate records and documentation relating to customer interactions and transactions.
Provide general information and guidance about university services and resources.
Other duties as assigned.
Working Conditions:
Job Location/Working Conditions
Ability to work flexible shifts. Some weekends may be required.
Normal office environment.
Physical Effort
Ability to site or stand for extended periods of time.
Typically sitting at desk or table.
Repetitive wrist, hand or finger movement.
Equipment
Office equipment.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.
Required Qualifications
Education: High school diploma or equivalent high school certification or combination of education and/or experience.
Certifications: No specific certification is required for this position.
Work Experience: Relevant Experience (2 Years)
Skills: Computer Literacy, Stress Management
Driver's License: A driver's license is not required for this position.
More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.
Preferred Qualifications
Education: No additional education beyond what is stated in the Required Qualifications section.
Certifications: No additional certification beyond what is stated in the Required Qualifications section.
Work Experience: No additional work experience beyond what is stated in the Required Qualifications section.
Skills: Analytical Thinking, Business Administration, Customer Problem Solving, Customer Service, Multitasking, Open-Mindedness, People Oriented, Service Oriented, Work Under Pressure
Grade G06-H
Salary Range $17.87 - $27.06 / Hourly
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.
Questions
For frequently asked questions about the application process, please refer to our External Applicant FAQ.
Accommodation
If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Benefits Statement
Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/
EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment - fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
Position Summary The Customer Service Representative II serves as the first point of contact for visitors and callers, providing friendly, professional, and efficient front-line support. This role is responsible for assisting walk-in customers at the front desk, answering phone calls, managing email correspondence, and directing inquiries to the appropriate departments or individuals.
In addition to general customer service duties, this position oversees the production of campus ID cards, the issuance of Metro U-Passes and parking permits. This position works closely with other departments within University Services such as Parking & Transportation, Dinning & Business Services and Card Access on the Danforth campus. The ideal candidate is approachable, detail-oriented, and able to manage multiple tasks while maintaining a high level of customer satisfaction.
Position requires the ability to work flexible shifts. Some weekends may be required.
Job Description
Primary Duties & Responsibilities:
Greet and assist walk-in customers at the front desk.
Answer incoming phone calls and route inquiries to the appropriate department or individuals when needed.
Monitor and respond to email correspondence in a timely and helpful manner.
Issue parking permits and assist with related questions and concerns.
Produce and issue campus ID cards for students, faculty and staff.
Distribute and manage Metro U-Passes for eligible individuals.
Process payments for various services, ensuring accuracy and compliance with procedures.
Maintain accurate records and documentation relating to customer interactions and transactions.
Provide general information and guidance about university services and resources.
Other duties as assigned.
Working Conditions:
Job Location/Working Conditions
Ability to work flexible shifts. Some weekends may be required.
Normal office environment.
Physical Effort
Ability to site or stand for extended periods of time.
Typically sitting at desk or table.
Repetitive wrist, hand or finger movement.
Equipment
Office equipment.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.
Required Qualifications
Education: High school diploma or equivalent high school certification or combination of education and/or experience.
Certifications: No specific certification is required for this position.
Work Experience: Relevant Experience (2 Years)
Skills: Computer Literacy, Stress Management
Driver's License: A driver's license is not required for this position.
More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.
Preferred Qualifications
Education: No additional education beyond what is stated in the Required Qualifications section.
Certifications: No additional certification beyond what is stated in the Required Qualifications section.
Work Experience: No additional work experience beyond what is stated in the Required Qualifications section.
Skills: Analytical Thinking, Business Administration, Customer Problem Solving, Customer Service, Multitasking, Open-Mindedness, People Oriented, Service Oriented, Work Under Pressure
Grade G06-H
Salary Range $17.87 - $27.06 / Hourly
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.
Questions
For frequently asked questions about the application process, please refer to our External Applicant FAQ.
Accommodation
If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Benefits Statement
Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/
EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment - fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.