Customer Service Representative I
University of California UCOP - Oakland, CA

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University of California Office of the President

Requisition Number: 20130173
Appointment Type: Staff - Career
Personnel Program: PSS-Uncovered
Work Hours: Monday-Friday, 8:00am-5:00pm
Percentage of Time: 100%
Organizational Area: Human Resources - Retirement Administration
Location: Oakland, CA
Posting Salary: $28,000 - $46,700 (Minimum of Range to Midpoint of Range)

Position Summary:
The Customer Service Unit provides information on opportunities available through participation in the various UC Benefit plans and explains how these may be integrated with an individual's total insurance, financial, and retirement program; responds to questions, complaints and requests for information by employees, Benefit Representatives, retirees, and survivors by providing up-to-date pertinent benefit information and by addressing tax, financial, and health and welfare coverage issues; and supports the annual Open Enrollment function on a systemwide basis. Topical areas include defined retirement benefits (retirement, survivor, disability, death), retirement savings programs, health, welfare and flexible spending account programs and personnel programs.

Responsible for providing a full range of customer services. Develops processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved. Responds to customer (employees and managers) inquiries and/or problems. Researches and resolves questions and problems, maintains records and communicates resolution and/or status to customer. Ensures phone coverage by staffing appropriately to meet customer needs. Monitors quality of representatives responses when responding to customer inquiries.

Entry-level professional with limited or no prior experience; learns to use professional concepts to resolve problems of limited scope and complexity; works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making.

Applies policies and procedures to resolve routine issues requiring limited judgment. Works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making.

Other Special Conditions of Employment:
Successful completion of a background check is required for appointment to this critical position.

Special Instructions/Additional Information:
To apply for this position, please be prepared to attach your resume and cover letter as part of the application process.

There are two (2) positions available.

Hired candidate at the CSR I level will be promoted to CSR II upon successful completion of job requirements during the probationary or later period.

Job Close Date: 04-25-2013

To apply, visit


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