What are the responsibilities and job description for the Service Center CSR (Spring 2023) position at Oregon State University?
This recruitment will be used to fill four part-time (a maximum of 20 hours per week) Service Center Customer Service Representative (CSR) positions for the University Housing and Dining Services (UHDS) at Oregon State University (OSU).
As an employee of UHDS, 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, and McNary Dining Center.
As an employee of UHDS, 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, and McNary Dining Center.
The Service Centers provides 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 Customer Service Representative 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 55,000 packages per year for on campus residents.
University Housing and Dining Services 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 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 Lead CSRs and the Service Center Operations Coordinator.
- 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 Service Center Operations Coordinator.
- 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 Service Center Operations Coordinator 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 trainings as scheduled by Operations Unit of UHDS and Service Center Operations Coordinator.
- 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.
Full Employment Eligibility Requirements can be found here: http://fa.oregonstate.edu/stu-manual/500-employment-eligibility-requirements
- 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
- Must meet the applicable minimal enrollment standard
- High School student: Regularly enrolled in a high school or participating in a home-schooling program
- Undergraduate and post-baccalaureate student: 6 credit hours per term
- Undergraduate international student: 12 credit hours per term*
- Graduate student officially admitted to Graduate School: 5 credit hours per term
- Graduate international student officially admitted to Graduate School: 9 credit hours per term*
- International students may be allowed to carry fewer hours than specified above and still be considered “full-time” by the United States Citizenship and Immigration Services (USCIS). A reduced course load is approved by the Office of International Services (OIS), and must be provided to the Student Employment Center.
- This position requires good judgment, critical thinking skills, motivation, self-starting abilities, energy, commitment, caring, self-discipline, knowledge of campus resources, sensitivity to racial and cultural diversity, and common sense. Overall job effectiveness is tied to the ability to establish and maintain credibility and good rapport with all guests, residents, and fellow staff members, while offering the highest quality of customer service.
- CSRs are expected to affirm and uphold University policies that help create and maintain non-discriminatory campus and living group environments. They must be responsive regarding issues of multiculturalism, sexism, racism, gender, sexual orientation, lifestyle, and disability.
- Due to the nature of the work-load, CSRs are expected to work during the most critical weeks of each term. These weeks include, but are not limited to, all opening and closing weeks before and after each term for resident check-in and check-out. CSRs are also responsible for attending all summer/pre-opening training, and one in-service session per term, as determined by supervising professional staff.
- CSRs must be able to move and retrieve mail and packages, travel to and from different locations on campus during a shift, or perform other duties on a computer or offline as assigned. This is an active position requiring work to be performed primarily in a Service Center, with some work across campus in hot and cold temperatures.
- This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per OSU Standard 576-055-0000 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.
- Has lived on-campus for at least one full term.
- Customer Service Experience.
- Dates of Employment: April 3, 2023 – June 17, 2023
- Appointment to this position may be extended into Summer 2023 and/or the following academic year contingent upon continued eligibility and satisfactory performance.
- This position requires work during OSU break periods (Spring Break, Winter Break). Break work will be divided equitably among staff.
- The student worker may be required to work up to an approximate 20 hours per week.
Posting Detail Information
Posting Number
P09517SE
Number of Vacancies
4
Anticipated Appointment Begin Date
04/03/2023
Anticipated Appointment End Date
06/17/2023
Posting Date
02/01/2023
Full Consideration Date
02/15/2023
Closing Date
02/28/2023
Indicate how you intend to recruit for this search
Competitive / Student - open to ALL qualified/eligible students
Special Instructions to Applicants
When applying you will be required to attach the following electronic documents:
1) A Resume/Vita
2) A cover letter indicating how your qualifications and previous work/volunteer experience have prepared you for the specific duties of this position.
For additional information please contact: Christopher Van Drimmelen at christopher.vandrimmelen@oregonstate.edu
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per OSU Standard 576-055-0000 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the Criminal History Check Requirement.
OSU is committed to the health of our local and global community. All employees and students are required to comply with the university’s COVID-19 Vaccination Program. Please visit https://covid.oregonstate.edu/ for additional information about OSU’s plans for safety and success, as well as options for compliance with the vaccination program.
OSU is committed to the health of our local and global community. All employees and students are required to comply with the university’s COVID-19 Vaccination Program. Please visit https://covid.oregonstate.edu/ for additional information about OSU’s plans for safety and success, as well as options for compliance with the vaccination program.
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
Note: All job offers are contingent upon Human Resources final approval.
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