Job Title: Client Services Representative – Department of Information Technology
The Client Services Representative position is the initial point of contact for all customer service issues for the University. As such, it places emphasis on superior customer service skills using email, telephone and in-person communication.
A successful candidate will possess the ability to make use of troubleshooting flowcharts and knowledge-bases in order to effectively identify, translate, and communicate user requirements.
A successful candidate will be able to rapidly acquire the ability to use the University’s help desk ticketing software (KACE) to distribute tickets expediently to the proper SME (subject matter expert).
The Client Services Representative must demonstrate the ability to establish and communicate accurate expectations of problem resolution and priority within the proper scope of the University SLA (service level agreement).
Must possess the ability to create clear and concise user documentation.
Must be adept at managing stressful situations and demonstrate experience at de-escalating customer anxiety.
Superior teamwork skills are essential; the Client Services Representative is a team player with the ability to learn, assist, direct, support, and work with others.
The expectation is that this position will be available to support occasional evening, weekend and holiday coverage as well as special events.
This position reports to the Director of Technology Support and is a member of the Technology Support team.
Direct the flow of incoming work to the appropriate personnel.
Execute continual quality improvement initiatives through the creation and management of customer satisfaction instruments.
Review and correct outgoing ticket resolution language so that it is both consistent and professional.
Provide weekly reports from the University ticketing system to assist management in assessing customer care effectiveness and efficiency.
Work with SME’s to assist in improving and implementing processes for efficient and effective customer care.
Minimum of 5 years’ experience in customer service with a demonstrated ability at handling the expectations of a diverse customer base.
Previous experience in an information technology environment is not required.
Strong interpersonal and customer service skills.
Demonstrated attention to detail.
Ability to positively contribute within a team environment.
Self-motivated and enthusiastic with a demonstrated desire to learn and grow.
Ability to display a positive outlook at all times.
Ability to demonstrate patience, kindness and compassion at all times.
Demonstrated practice of working collaboratively with all members of the department in order to provide a higher level of user satisfaction and quality control.
This is a full-time salaried position with benefits.
Interested applicants should submit a cover letter and resume’ to IT-Apply@marybaldwin.edu