Operations Customer Support Representative

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

Department Information
Campus Services has created a new department which is designed to be the primary entry point for customer support focusing on delivering seamless, student-centered assistance through multiple channels, including chat, email, phone, and in-person support, ensuring that students, staff, and visitors receive timely, accurate help for Housing, Dining, Credentialing, and more. By leveraging technology and a commitment to service excellence, this department transforms customer insights into operational improvements, supporting a consistently positive campus experience.

This position is responsible for supporting and providing high quality customer service-related activities in support of/and to the campus community and external clients on behalf of the department. This role serves customers by providing product and service information, resolving product and service problems, and by addressing customer needs. The position s responsible for fostering positive working relationships with faculty, staff, students, and guests. This position will interact on a consistent basis with unit staff and customers who may include faculty, staff, students, parents, visitors, contractors and vendors. This position will supervise: N/A

Job Duty 1 -
Serve as the initial contact to service the campus community and external clients to communicate policy, investigate issues and complaints and implement solutions. Check and routinely monitor the customer service support email portal to ensure coverage and responsiveness to customer inquiries in a timely manner

Job Duty 2 -
Research, troubleshoot, and analyze incoming requests/inquiries, ensuring all necessary information is documented in the computer management system

Job Duty 3 -
For customer inquiries requiring more than basic response, investigate and resolve customer issues directly, usually serving as the primary contact for a customer; follow up as necessary

Job Duty 4 -
Multi-task and exhaust all resources including, standard operating procedures, internal policy manuals, rules and regulations and Institute specific policies, along with various platforms to reach a resolution for the customer in a timely manner

Job Duty 5 -
Recognize and promptly escalate more complex and sensitive issues to management

Job Duty 6 -
Must be able to address customer complaints in a professional manner while taking the necessary customer service action to resolve issues

Job Duty 7 -
Participate in a variety of meetings, committees, and/or other related campus groups to communicate information regarding services and/or other pertinent information as appropriate. Educate customers on appropriate solutions, including permits and commute alternative programs.

Job Duty 8 -
Perform daily activities within the office including but not limited to answering phone lines, performing a variety of data entry tasks, responding to customer account inquiries (in person, by phone or email), processing outgoing mail, and scanning data for processing, and contributing to the customer service manual and SOPs for improvements, updates, and accuracy

Job Duty 9 -
Initiate contact with departmental customers on a consistent basis to communicate appropriate solutions based on consumer trends and historical data to ensure appropriate solutions for their business needs. Additionally, communicate upcoming programmatic changes

Job Duty 10 -
Perform other job-related duties as assigned

Educational Requirements
High School Diploma/GED or Vocational School Diploma

Other Required Qualifications
The job holder is required to stand and walk for periods of up to 30 minutes at various times during the work day.

Required Experience
Five or more years of job-related experience

Preferred Educational Qualifications
Bachelor's Degree or an equivalent combination of education and experience

Preferred Experience
Strong customer service experience and/or experience in parking or transportation is preferred

ABILITIES
Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion. Ability to problem solve and multi-task. Ability to effectively manage an increased workload during peak periods. Analytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a reasonable approach towards identifying and then solving the problem at hand.

KNOWLEDGE
Knowledge of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, and Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs. Parking software and equipment familiarity such as TIBA Parking Systems, Flex Parking, AIMS Parking Management (preferred)

SKILLS
Skills - Strong oral and written communication skills, with particular emphasis in the correct use of grammar and spelling. Effective communication skills with internal and external customers. Strong interpersonal and collaborative skills - works well both cross-functionally and independently. Strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers. Strong organizational and prioritization skills.

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

This is not a supervisory position.
This position does not have financial responsibilities.
No, this position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Cd).
This position will not travel
This position does not require security clearance.

Salary range: $37,244.00-$43,948.00

Location: Atlanta, GA

Job grade: A5

A successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening