Customer Service Specialist

Advertising Summary: The Campus Card Services department is seeking a Senior Customer Service Specialist with extensive customer service experience to serve as a team lead within our MCV Campus office. As the primary point of contact, this position will foster positive customer relationships and ensure service interactions consistently align with the department’s mission, values, and business objectives. The ideal candidate will be adept at navigating a fast-paced, evolving environment.

If you thrive in a fast-paced environment, take pride in building high-performing teams, and are passionate about delivering exceptional IT support to students, faculty, and staff, we encourage you to apply.

Unit: Technology Services MBU

Department: Technology Support Services

Department Summary: Virginia Commonwealth University (VCU) Technology Services is the central IT organization powering the academic, research, and administrative missions of a major public research university. We deliver scalable, secure, and innovative technology solutions to the entire VCU community — 24 hours a day, 7 days a week, 365 days a year.

Duties & Responsibilities:

The Campus Card Services department is seeking a Senior Customer Service Specialist with extensive customer service
experience to serve as a team lead within our MCV Campus office. As the primary point of contact, this position will foster positive customer relationships and ensure service interactions consistently align with the department’s mission, values, and business objectives. The ideal candidate will be adept at navigating a fast-paced, evolving environment. The specialist will assist the Customer Service Supervisor with daily administration of the card office by monitoring customer interactions to meet quality control standards, and identifying opportunities for process improvement. A key focus of this role is fostering a healthy, high-performing team environment through effective communication, motivation, and active team building.

Additionally, the role is responsible for:
● Processing and troubleshooting the daily production of ID cards.
● Leading front-line customer service support by being thoroughly knowledgeable of departmental policies and
procedures.
● Assisting the Customer Service Supervisor with hiring supervising, training, and development of all student and hourly
employees.
● Monitoring and responding to customer service email and phone call requests.
● Processing and reconciliation of the deposits from daily sales transactions.
● Monitors group carding schedules or other customer service events and coordinates with office staff.
● Maintains office supply inventory and ensures inventory logs are up to departmental standards.
● Troubleshoots some office equipment issues.

Minimum Qualifications

● 3-5 years customer service experience specializing in several areas of customer relations. 

● 3-5 years related experience working in an administrative office. 

● 3+ years of accounting and cashiering experience. 

● Strong customer service skills with excellent written and verbal communication. 

● Strong computer skills with technical and working knowledge of MS Word and Excel. 

● Highly organized professional with the ability to prioritize tasks and strong attention to detail.

● Experience effectively handling multiple and competing priorities while providing exceptional customer service to customers and to office staff. 

● Experience using appointment scheduling software/platforms. 

● Experience hiring and supervising student workers and/or hourly employees in a university/college setting.

● Must be able to take initiative, work independently and with a variety of personalities in professional business situations.

● Must have reliable transportation and can work weekends if needed. 

● Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

● Bachelor's Degree in Business Administration, Public Relations of similar field. 

● Prior experience working for a college or university. 

● Experience using VCU financial records system (Banner) and following state/university procurement procedures. ● Working knowledge of Google applications.

Salary Range: $40,000 – $47,500

Benefits: All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption Status: Non-Exempt

Hours per Week: 40

Restricted Position: No

ORP Eligible: No

Flexible Work Arrangement: Fully Onsite

University Job Title: 19024N - Sr Customer Service Rep GA 1

Contact Information:
Contact Name: Mary Teller
Contact Email: mkteller@vcu.edu