Introduction to USC Auxiliary Services
USC Auxiliary Services, a vital division of the University of Southern California, is dedicated to enhancing the experience of over 65,000 students, athletes, faculty, staff, and guests who visit our campuses daily. Through innovative services and a commitment to excellence, our six central business units – USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel, and the Los Angeles Memorial Coliseum – work together to create an unparalleled USC experience. Our mission is built on six unifying values: Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion. By joining our team, you become part of an international community that values talent, nurtures skills, and supports ambition.
About the Role
We are seeking an experienced and skilled Lead Customer Service Representative to join our dynamic team at USC Bookstores. As the first point of contact for our diverse community, you will play a crucial role in providing exceptional customer service, resolving issues, and maintaining the University's high standards for excellence. Your positive attitude, friendly demeanor, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
Key Responsibilities
- Provide outstanding customer service to students, faculty, staff, parents, and guests, ensuring their needs are met and issues are resolved efficiently.
- Offer information regarding policies, procedures, terms, and programs related to our service area, ensuring clarity and understanding.
- Identify and prioritize problems, performing research and offering solutions, options, and strategies to resolve them, referring to appropriate personnel or departments as needed.
- Utilize information systems to input data, maintain databases, perform research, and generate reports, ensuring accuracy and efficiency.
- Stay updated on all applicable policies, procedures, contracts, and legal issues, interpreting terms and conditions of contracts and authorizing changes or exceptions as necessary.
- Process applications, releases, cancellations, adjustments, changes, requests, fees, invoices, and other related paperwork, maintaining quality and quantity standards.
- Represent the department at internal committee meetings and make formal presentations as assigned, showcasing your communication and leadership skills.
- Train, schedule, assign, and prioritize workloads, ensuring timely completion of departmental tasks and leading student workers when necessary.
- Maintain complete and accurate records of all student or staff-related safety incidents and notify appropriate personnel in the event of an emergency.
- Provide additional services such as processing and delivery of mail and packages, receiving key deposits, issuing keys, and maintaining a cash drawer, as well as assisting in setting up and scheduling special events and equipment rental.
Essential Qualifications
To be successful in this role, you will need:
- A minimum of a High School diploma or equivalent, with combined experience/education considered as a substitute for minimum education.
- At least 1 year of experience in customer service, with combined education/experience considered as a substitute for minimum experience.
- A strong background in customer service, with a valid CA driver's license required for the position.
- A commitment to USC's Unifying Values, demonstrating integrity, excellence, diversity, equity, and inclusion, well-being, open communication, and accountability through your ideas, words, and actions.
Preferred Qualifications
While not required, the following qualifications are preferred:
- A Bachelor's Degree, indicating a higher level of education and potentially broader skill sets.
- 2 years of experience in customer service or a related field, such as student counseling, which could enhance your ability to provide exceptional support.
- Specific expertise in student counseling or customer service, which would be highly beneficial in this role.
Skills and Competencies
To excel as a Lead Customer Service Representative, you should possess:
- Excellent communication and interpersonal skills, allowing you to interact effectively with a diverse community.
- Strong problem-solving and analytical skills, enabling you to resolve issues efficiently and effectively.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
- Proficiency in using information systems, databases, and software applications relevant to the role.
- Leadership skills, with the ability to train, schedule, and assign workloads to student workers.
- A customer-centric approach, focusing on providing exceptional service and ensuring customer satisfaction.
Career Growth and Learning Benefits
By joining USC Auxiliary Services, you will have access to a wide range of benefits and programs that support your career growth and well-being. These include:
- Opportunities for professional development and training, enhancing your skills and knowledge.
- A supportive work environment that fosters collaboration, innovation, and creativity.
- A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- Access to USC's extensive resources, including libraries, recreational facilities, and cultural events.
Work Environment and Company Culture
USC Auxiliary Services is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our team is built on mutual respect, trust, and synergy, and we strive to make a difference in the lives of our students, faculty, staff, and guests. By joining our team, you will become part of a vibrant community that is dedicated to excellence and making a positive impact.
Compensation and Benefits
The hourly rate range for this position is $18.93 - $24.69. USC offers a competitive compensation package, as well as a wide range of benefits, including health insurance, retirement plans, and paid time off. We also provide opportunities for professional development and training, ensuring that you have the skills and knowledge needed to succeed in your role.
Conclusion
If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity. As a Lead Customer Service Representative, you will play a vital role in creating the best USC experience for our community. Join our team and become part of a dynamic and inclusive environment that values diversity, equity, and inclusion. Apply today and take the first step towards a rewarding and challenging career with USC Auxiliary Services!
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