Customer Services Representative

Los Angeles, CA, United States

**Auxiliary Services**

At USC Auxiliary Services, our mission is to create the best USC experience for our students, faculty, staff, visitors and community members, as we provide services across our six business units (Hospitality, Housing, Transportation, Bookstores, USC Hotel and the Los Angeles Memorial Coliseum). Auxiliary Services works diligently to welcome all visitors into the Trojan family and we are driven to succeed by our commitment to USCs core values. Our team is comprised of some of the very best people in our industries, with diverse backgrounds and experiences, who come together to provide the best products and best service for all Trojans.

**Customer Services Representative**

Auxiliary Services Auxiliary Services Los Angeles, California

Please review the page for more details regarding your rights and obligations as a job candidate.

**USC Auxiliary Services**, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in ***Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion***.

We are seeking a **Customer Services Representative** to join our rapidly growing **Custom Publishing** team.

**The Opportunity:**

If you enjoy interacting with and helping guests, join us today! Our Customer Services Representative is the first point of contact for our students, faculty, staff, parents, and guests. As a member of the Bookstore team, you will take pride in providing the best customer service and maintaining the Universitys high standards for excellence. Our team keeps the work environment positive and friendly, so that we can always greet our guests with a smile.

**The Accountabilities:**

* Provide customer service to students, faculty, staff, and external customers. Meet customer needs, offer options, resolve problems, and follow up with customers. Ensure full customer satisfaction without unnecessarily referring customer to other staff members. Maintain friendly, helpful demeanor.

* Provide information regarding policies and procedures, terms, and programs relating to service area for students, parents, faculty, administrators, staff, and outside customers.

* Use information systems to input data, maintain databases, perform research for projects or issues, and generate reports.

* Study and maintain currency with all applicable policies and procedures, contracts, and related legal issues.

* Process applications, releases, cancellations, adjustments, changes, requests, fees, invoices, and other related paperwork. Maintain quality/quantity standards. Verify contracts or forms for completeness and accuracy of information. Update and maintain all necessary records and/or logs.

* Represent department to students, parents, faculty, administrators, staff, and other outside customers. May act as representative for department at internal committee meetings such as Customer Service Planning Group. Make formal presentations as assigned.

* Train, schedule, assign, and prioritize workloads. Interpret operating policies and procedures. Ensure timely completion of departments work. May lead student workers.

* Notify appropriate personnel in the event of an emergency. Maintain complete and accurate records of all student-or staff-related safety incidents.

* Conduct all front end departmental calls and inquiries and forwarding requests to the right personnel.

* Responsible for current faculty follow-ups, new faculty submittals, discount promotion program, popular-large order reader submittals and tracking.

* Receives and processes order submittals, assists with general customers service needs, marketing and promoting all services offered.

* Assist Faculty/department coordinators with general course reader and copyrights questions.

* Responsible for permissions data entry duties including fair use, public domain or publisher ownership determination, edition, volume and copyright year, publisher/faculty follow-ups, problem resolution and final copyright requests letters submittals.

* Responsible for publisher account set up, processing, follow-ups and problem resolution.

* Responsible for publisher contract responses data entry duties, pricing negotiations, discrepancy resolution and tracking.

* Responsible for all permissions only processing, billing and follow-ups.

* Responsible for processing general copyrights, site license, instructor royalties and CCC contract payments.

* Responsible for USC Trojan Bookstore Semester Rush duties, including product deliveries/verifications, daily rain check reorders and status updates.

* Responsible for Amazon order processing and customer service calls.

* Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

**The Qualifiers:**

* Education: High School Diploma.

* Experience: 1 year.

* Expertise:

+ Experience in a fast-paced customer service environment.

+ Ability to communicate effectively in English.

+ Presents oneself professionally, in line with higher education environment.

**What We Prefer:**

* Bachelors Degree.

* 2 years of experience.

* Demonstrated customer service skills.

* Ability to oversee student, temporary, and/or resource workers.

**The Trojan Family Rewards:**

We pride ourselves in creating the *BEST USC EXPERIENCE*, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information, please visit .

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

FIGHT ON!

Minimum Education: High school or equivalent, Combined experience/education as substitute for minimum education Minimum Experience: 1 year, Combined education/experience as substitute for minimum experience Minimum Field of Expertise: Customer service

REQ20101282 Posted Date: 02/28/2022 **Job matching**

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