The Customer Service Representative is the face of the Campus Service Center where the Harvard Community receives customer support obtaining services and assistance from Campus Services business lines: Parking Services, ID Card Services, Notary Services and HU Housing.
The Customer Service Representative (CSR) is responsible for providing optimal customer service support to all members of the Harvard community. Customer Service is provided in person, over the phone, by email and via several product-specific websites. The CSR handles routine as well as complex and specialized requests from customers which include Schools, Departments and individual students, faculty, staff and other university affiliates.
Primary contact for Parking Services, HU Housing, and ID card services information to Harvard University affiliates via walk-in, phone, email, as well as product-specific websites. Notary Public services provided by appointment.
Advise customers on eligibility for the issuance and distribution of ID cards. Process ID card orders (bulk printing or individual); enter POI information into University Directory; performs validation, image capture and printing of photo ID cards. Process lost ID card fees., Under direction of management, assist with special projects such as processing orders for non-photo ID cards (i.e. access cards, re-writeable and vanity cards) and perform image capture and printing at offsite events.
Assist customers with issuing and processing parking permits, parking access credentials for short term, annual and event parking; parking permit replacements, parking permit cancellations, parking violation payments, and claim check retrievals for towed vehicles. Process payments for permit and parking violations. Under direction of management, assist with special projects such as parking email communications, parking relocations and wait list fulfillment. Process applications and payments during annual permit renewal process. Coordinate daily customer support and troubleshooting with parking services field operations staff.
Assist customers who are prospective tenants with HU Housing portfolio and program information. Act as resource for customers with off campus and alternate resources. Interface with landlords, real estate brokers, and Harvard Affiliates to assist with the off campus listing process for non-Harvard owned apartments. Process monthly apartment payments and daily reconciliation of credit card terminals.
Provide Notary Public services to Harvard affiliates (Notary commission fee paid by Harvard)
Reconcile all daily transactions and receipts (cash, check, credit card, payroll and term bill transactions) processed for Parking, HU Housing and ID Card Services.
The Campus Service Center is a University wide resource and staff must be capable of problem solving and facilitating resolution of service issues for customers regardless of whether the resolution is under direct CSC control. Trouble shoot issues related to people data systems (human resources, student, university directory), access control, university privileges, Crimson Cash and meal plans, CSC products, software, data feeds and equipment.
Maintain accuracy and security of all identity and confidential information; maintain security of all equipment and supplies ensuring equipment is shut down and all confidential paperwork and security sensitive and valuable supplies/products are secured on a nightly basis.
Perform related duties as required.
Salary Grade: 053
Union: 55 - Hvd Union Cler & Tech Workers
High school graduate or equivalent with some higher level business training and three or more years of related customer service experience. Must have experience working with the public.
Must have excellent customer service skills; positively believing that the customer comes first. Must have outstanding professional communication, technical and analytical skills. College degree preferred. Must be able to give and receive positive and negative feedback. Strong willingness to learn a variety of University systems and keep current with policies and procedures of the services provided by the Campus Service Center. Exceptional team player and ability to work with a wide variety of customers. Detail-oriented and capable of multi-tasking, while always keeping management informed and following tasks through to successful completion. Flexible and with the ability to adjust priorities as needed and to easily move from one duty to another. Willing to work alternate schedule or overtime during peak demand. Ability to apply for and be commissioned by the Commonwealth as a Notary Public. Technical aptitude to learn new software applications as needed. Previous experience in a university setting and knowledge of Boston and Cambridge preferred. Technology Skills Required: Microsoft Office Suite (Word, Excel, Outlook, One Drive) Experience with Yardi (apartment rentals and leasing management), T2 Flex (parking software), SalesForce, PhotoShop, CBord and IDWorks (ID Software) a plus. Emergency Status Designation: Critical Operations Personnel
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 49398BR
About Harvard University Campus Services
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.