Eastern Michigan University · 12 hours ago
Customer Service Representative II
Ypsilanti, MI
Full-time
Onsite
Entry, Mid Level
2+ years expEastern Michigan University is seeking a Customer Service Representative II to support office customer service functions and related operational activities. The role involves handling customer inquiries, communicating departmental policies, and providing high-level customer service while resolving complex issues.
Higher EducationMarket ResearchUniversities
Responsibilities
Receive incoming inquiries by phone and/or in person over the service counter and determine proper handling to minimize need for subsequent referral
Communicate to customers the departmental policies and procedures related to their needs and provide customers with appropriate forms and instructions
Answer and resolve complex inquiries from customers relative to services provided, or other University policies and/or programs which might be appropriate to the individual's service needs
Demonstrate a high level of customer service and interpersonal communication skills (i.e. courtesy respect, tact, and sincere desire to meet customer needs)
Use student information systems to process transactions, resolve customer problems and to collect information
Obtain necessary information and process service requests
Receive, read and interpret correspondence and determine proper handling
Interact with other university departments either by phone or e-mail to resolve questions or problems to facilitate service for customers
Train student assistants
If applicable to area of assignment, adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures
Perform related departmental duties, as required
Qualification
Required
Ability to read, write, interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education, is necessary in order to perform operational activities in support of customer service functions
Two years of satisfactory customer service related clerical/secretarial experience is necessary
The ability to communicate accurately and pleasantly with customers (across a wide diversity of cultural backgrounds) is necessary in order to identify customer needs and solve customer problems
The ability to communicate moderately to highly complex policies, procedures, and regulations and to ensure understanding of these while working under pressure (e.g. handling several requests at the same time) is required
Effective conflict management skills are required (e.g. defuse emotionally charged situations, clearly identify issues, clearly communicate procedures for resolving issues, working with the customer to develop a resolution acceptable to the customer and the work unit)
Familiarity with word processing/computer systems is required
Preferred
Knowledge and understanding of University policies, systems, procedures and regulations as they pertain to the work unit and to areas of the university that interact with the work unit (as would typically be acquired over two years of acceptable performance working in a similar or related university or college department) is desired
A specific typing speed may be required depending on department needs and it should be noted at time of posting
Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure
Company
Eastern Michigan University
Eastern Michigan University is a comprehensive, co-educational public university located in Ypsilanti, Michigan.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.73MKey Investors
The Toyota Way Forward FundNational Science FoundationNational Institutes of Health
2025-05-16Grant· $1.02M
2022-12-07Grant· $0.27M
2022-02-01Grant· $0.45M
Leadership Team
Laura Wilbanks
Chief Financial Officer
Brett Last
Associate Vice President and Chief Human Resources Officer
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