Job Description

Customer Care Specialist

The Office of Business, Hospitality and Auxiliary Services (BHAS) leads the University's foundational business services and is one of the many units under Finance and Operations. BHAS performs critical services to ensure our students, staff, faculty, and visitors have an exceptional experience on campus, including:

• All residence halls and University-owned leased apartments
• 36 dining locations across campus
• Hospitality services, including camps and conferences, the University Club, and Heinz Memorial Chapel
• University Logistics, including student and campus mail, surplus property, campus printing, and moving services
• Campus Mobility, including parking lots and garages, campus shuttles, and commuting opportunities
• Panther Central – the University's one-stop shop for all campus needs including Pitt IDs
• Campus retail operations, including three on-campus stores - The University Store on Fifth, Maggie & Stella's Cards & Gifts, and The Pitt Shop

Job Summary: Serves as contact for internal and external customers and responds to routine inquiries and needs. Resolves moderately complex issues and refers customers to appropriate personnel. Maintains records, details comments and complaints, and performs administrative duties.

Essential Functions:

• Serves as first point of contact for internal and external customers including guests, clients, faculty, staff, students, and vendors
• Responds appropriately to and ensures resolution of routine customer questions, needs, and issues; assesses needs and suggests alternative products or services
• Troubleshoots and handles moderately complex inquiries and issues
• Refers customers to supervisors and/or other departments as needed
• Maintains accurate record of customer interactions and transactions; details all comments and complaints; tracks and gathers information as needed
• Files documents, provides data entry, and completes forms requiring standard information
• Explains policies and procedures of housing, dining, parking, transportation, commuting, and Pitt IDs to students, parents, faculty, staff, and visitors
• Other duties and special projects as assigned

Panther Central is dedicated to being an available resource to the University community. Our Customer Care Specialists are required to work mandatory overtime during our busier seasons (i.e. Student Move-in) and provide holiday coverage as needed.

Physical Effort: Sitting, standing, walking, lifting (up to 35 pounds), carrying, reaching, pushing, and pulling.

The University of Pittsburgh is an equal opportunity employer / disability / veteran.

Assignment Category: Full-time regular

Job Classification: Staff. Customer Service Representative II

Job Family: Administrative Support

Job Sub-Family: Customer Service

Campus: Pittsburgh

Minimum Education Level Required: Associate's Degree

Minimum Years of Experience Required: 3

Will this position accept substitution in lieu of education or experience? Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.

Work Schedule: Wednesday - Sunday 12-8PM or Thursday – Monday 3-11PM

Work Arrangement: Hybrid: Combination of On-Campus and Remote work as determined by the department.

Hiring Range: $17.74/hour with overtime opportunities

Relocation Offered: No

Visa Sponsorship Provided: No

Background Check: For position finalists, employment with the University will require successful completion of a background check

Child Protection Clearances: Not Applicable

Required Documents: Resume, Cover Letter

Optional Documents: Not Applicable

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