Description

Summary

The Customer Engagement Specialist II is a member of the team responsible for the forward-facing operations of the division of Campus Services and serves as the first point of contact for students, faculty, staff, parents, alumni and vendors. The Customer Engagement Specialist II handles computer, telephone and in-person inquiries related to parking, Splash Cards and Splash Card declining balance accounts, meal plans, and facilities repair requests. This position is also responsible for handling sales of RTA passes, meal plans, adding funds to Splash Card accounts, selling parking permits, taking citation payments, and balancing receipts. Answers questions or inquiries related to shuttles and transportation, mail services, bookstores, technology computer store, facilities and provides general information about Campus Services and the university. Works independently and may step into other roles in Campus Services as the need arises, e.g. assist at mail services front desk, assist with Grad Fest or New Student Orientation.

Required Knowledge, Skills, and Abilities

• Effective command of the English language; excellent verbal and written communication skills, as well as strong public speaking and presentations skills
• Excellent customer service skills and ability to work in a fast-paced environment
• Expansive knowledge base of the university's ID card system and facilities management system, as well as knowledge of the uptown campus parking system and dining/meal plan systems
• Knowledge of other Campus Services departments
• Excellent interpersonal skills; ability to effectively manage and facilitate work with diverse individuals and organizations; ability to establish and maintain collaborative working relationship with both internal and external colleagues
• Ability to work both independently and as part of a professional decision-making team
• Ability to make decisions and resolve problems
• Ability to remain calm and poised during an emergency
• Ability to be highly organized and manage multiple tasks at one time
• Proficient in Microsoft Office
• Ability to learn and adapt quickly to new technology and software
• Ability to sit and stand in one location for long periods of time, including constantly changing from a sitting to a standing position and vice versa
• Ability to work a flexible schedule that includes evening and weekend hours regularly

Required Education and/or Experience

• High school diploma or equivalent
• 4-5 years of customer service experience

Preferred Qualifications

• Bachelor's degree
• Knowledge of Tulane systems
• Customer service experience in higher education