Customer Service Rep-i-Card

Customer Service Rep-i-Card

Job Summary

Provide primary support to both the Merchant Card and ID Center offices. At Merchant Card Services (MCS), assist with the eCodes and credit card dispute processes. Interact with departmental clients and cardholders on a daily basis to assist with their inquiries and needs.

Duties & Responsibilities

• Work with the Senior Associate Director and the Customer Service Specialist to assist with the Merchant Card Services Amazon eCodes process; perform new client setups using in-house web applications, issue eCodes to patrons. Troubleshoot issues and recommend improvements and solutions to the process.
• Interact with departmental merchant clients and directly with cardholders on a daily basis to process refunds, research credit card and payment issues, coordinate solutions, and work with internal colleagues on resolutions to client issues. Communication includes calling, emailing, ad hoc reports, and system changes and updates.
• Assist with the credit card dispute process; research issues, communicate with clients and cardholders, generate ad hoc reports, and follow card-brand chargeback operating rules and processes.
• Assist with credit card terminal configuration setup, distribution, and troubleshooting. Includes on-site departmental visits at UIUC, mailing of terminals to other campus locations. Some infrequent travel may also be required.
• Answer departmental client questions and/or route to other personnel, as appropriate. Become familiar with all aspects of the MCS operation to be an effective resource for our many clients across the System.
• Monitor and help respond to, resolve, or coordinate the resolution of issues that come to the general MCS email inbox in a timely manner.
• Provide assistance with the annual eSAQ process, including answering client questions, reaching out to clients on behalf of MCS, and monitoring client progress.
• Perform a variety of customer service duties and processing functions in support of ID Center operations and services, which applies general knowledge about applicable University and departmental policies/procedures to assist with the issuance of ID cards including taking photographs and processing/distributing ID cards. Expectation is roughly a 95/5% time-split between merchant card and ID center office, with seasonal adjustments as necessary.
• Other appropriate duties as assigned.

Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:
A. college coursework in business administration, communications, public relations, or a closely related field as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals one (1) year (12 months)
• Associate's degree (60 semester hours) equals eighteen (18) months
• 90 semester hours equals two (2) years (24 months)
• Bachelor's degree (120 semester hours) equals three (3) years (36 months)

B. responsible work experience in customer service, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.

Knowledge, Skills and Abilities

• 1. Ability to analyze data and electronic records and solve complex problems in a timely manner. Must be extremely detail-oriented.
• 2. Ability to multi-task effectively and perform concurrent tasks under pressure while maintaining a professional attitude.
• 3. Position requires working with the public, thus strong interpersonal skills including excellent verbal and written communication skills are needed.
• 4. Outgoing, courteous, and responsive attitude is needed with our client base to build rapport and expand personal network to become a relied-upon colleague.
• 5. Proficient with Microsoft Word, Outlook, Excel, and Internet Explorer (or other web browser).
• 6. Excellent verbal and written communications skills to effectively interact with University and departmental officials/staff.
• 7. Strong organizational skills and attention to detail.
• 8. Strong interpersonal skills that reflect courtesy, diplomacy, and a collaborative approach to develop and maintain effective work relationships.
• 9. Ability to work independently and to exercise good judgment and discretion in the performance of all work assignments.

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible after 5/15/2023. Salary is commensurate with experience.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on April 27, 2023. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact johannam@uillinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1017098
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu