Customer Service Representative
VA Tech - Montgomery, VA

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This position will provide prompt, courteous and professional customer service to all visitors of Hokie Passport Services and will provide general administrative and clerical support to the department. Will process a wide variety of complex transactions for dining plans, identification credentials and debit accounts. Position will be responsible for maintaining a cash drawer and abiding by all university and departmental funds handling guidelines while conducting daily transactions. Must be able to consistently and accurately answer complex questions regarding university credentials and associated privileges . Will represent the department in a professional manner at all times and will work independently as well as in a team oriented environment. Position will analyze complicated financial account transactions quickly and accurately in order to respond to customer inquiries and needs. Will refer to and interpret university and departmental policies and procedures as related to customer accounts. Position will utilize university resources and the policies and procedures of other administrative units on campus to produce official university credentials. Will serve as a dining plan expert and answer complex questions regarding the dining plans offered by the university. Position will provide support functions for the production of various meal and access cards. Will utilize professional communication skills when interacting with customers. Complies with all state and federal regulations relating to the privacy and confidentiality of all student, faculty/staff, customer and employee information and records. Provides accurate and timely reports as requested. This position assists with the training of all wage employees who process transactions. Will perform other duties in support of the department as assigned.

Minimum Qualifications
Significant direct personal customer service experience and experience in dealing with a diverse customer base is required. Significant funds handling experience and experience in dealing with a wide variety of complicated transaction types. Experience using a computerized cashiering system and associated equipment. Strong analytical experience and skills including the ability to analyze, interpret and explain complicated financial programs to customers. Experience performing data entry and working with a large database system. Must possess the ability to work efficiently among distractions and interruptions and be able to manage several tasks concurrently in a dead-line oriented environment while consistently providing excellent customer service. Excellent interpersonal skills are necessary. Excellent communication skills are required. Ability to effectively work independently and as part of a larger team as assigned. Ability to make independent decisions using sound judgment. Ability to accurately inspect credentials presented for identity verification. Experience with bookkeeping and/or accounting processes including reconciliations. Demonstrated Proficiency with Microsoft Office Suite, specifically Excel and Word. Ability to deal with a high level of stress in a high volume environment is required. Ability to work effectively without close supervision.

Preferred Qualifications
Experience working within a diverse collegiate community and interacting with the various departments, business functions, and/or aspects that traditionally exist in a higher education environment. Experience interpreting and explaining complex policies and procedures is highly desired. Experience working with relational databases such as Banner, CSGOLD, or similar programs.

Special Requirements

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