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Senior Customer Service Representative (Print Shop)

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Date: Feb 16, 2019

Location: Houston, TX, US

Company: Houston Independent School District

Senior Customer Service Representative (Print Shop) JobID: 59670
Position Type:
Closing Date:
04/04/2019
Business Professionals/Customer Service Representative
Date Posted:
1/17/2019
Department:
Administrative Services
Date Available:
02/04/2019
Location:Area:Job Category:
Hattie Mae White Bldg.NorthwestBusiness Professionals
Job Code:Contract Type:Months:
None12
Salary Minimum:Salary Maximum:
$31,439$40,085

Attachment(s):
  • Senior Customer Service Representative.pdf
POSITION TITLE: Senior Customer Service Representative

CONTRACT LENGTH: 12M

Job Code: CS0065

PAY GRADE: 23

FLSA EXEMPTION STATUS: NE

Job Family – Customer Service

JOB SUMMARY: Ensures delivery of excellent customer service through fast and accurate processing of communication, and coordinating with other departments to resolve complex inquiries. Performs a wide variety of complex support activities in the customer service function in areas such as maintenance, creative services, duplication, procurement, and transportation. Inputs customer information and job instructions into computer software program.

MAJOR DUTIES & RESPONSIBILITIES

List most important duties first
  1. Performs customer service representative duties and effectively handles escalated issues and complex problems.
  2. May act as a liaison between customer and department. May perform consultation services to advise customers of departmental services.
  3. May assist management in duties such as managing databases, developing reports, processing accounting and job costing documents, and coordinating complex activities with other departments.
  4. May initiate outbound calls to resolve complex customer issues and/or conduct research on behalf of management.
  5. May oversee, review, edit, post time and approve department payroll utilizing the PeopleSoft database, and input information into SAP May oversee and coordinate special projects.
  6. Performs other job-related duties as assigned.
EDUCATION: High School Diploma or GED

WORK EXPERIENCE: 3 to 5 years

TYPE OF SKILL AND/OR REQUIRED LICENSING/CERTIFICATION: PeopleSoft, SAP, HTML, Microsoft Office Office equipment (e.g., computer, copier)

LEADERSHIP RESPONSIBILITIES: No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT: Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Little, if any, independent judgment is required, outside of making basic choices in the selection and application of established methods. The job receives frequent, ongoing supervision.

BUDGET AUTHORITY: No budget development activity is required.

PROBLEM SOLVING: Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Job is occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas.

IMPACT OF DECISIONS: Follows rules and procedures. Decisions can have minimal or no impact to HISD. Errors can be readily detected, usually by the employee, and, if made, would result in minor expense for correction.

COMMUNICATION/INTERACTIONS: Information sharing - gives and receives information such as options, technical direction, instructions and reporting results. Interactions are mostly with customers, own supervisor and coworkers in own and other departments.

CUSTOMER RELATIONSHIPS: Follows through with customer inquiries, requests and complaints. Forwards difficult and non-routine inquiries or requests to appropriate level for resolution.

WORKING/ENVIRONMENTAL CONDITIONS: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Ability to carry and/or lift less than 15 pounds.





Nearest Major Market: Houston

Job Segment: ERP, Developer, Database, PeopleSoft, SAP, Technology

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