Position Details

Position Information

Recruitment/Posting Title	Customer Service Representative
Job Category	AFSCME 1761 (COLT)
Department	IPO-Mail Services-NB
Overview	The Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations.
Posting Summary	Rutgers, The State University of New Jersey is seeking a Customer Services Representative for Division of Institutional Planning and Operations – Mail Services. Under general supervision, serves as an initial point of contact with customers, effectively communicating departmental service lines/levels, prices, determining job specifications and required materials, developing cost estimates, and providing project completion dates. Follows-up with customers, conveying status of work and advising of any deviations from the original estimate and/or schedule. Also responsible for the establishing, cultivating, and maintaining existing and potential customers through sales calls and presentations, developing a “partnership” relationship with customers, and seeking out additional sales opportunities with established customers. Among the key duties of this position are the following: Handles a high volume of inbound calls, email requests, and customer inquiries in a fast-paced environment to contribute to established service goals. Utilizes available resources and technical knowledge to ensure quality on all transactions. Maintains a professional demeanor while handling difficult customer service issues and complaints successfully.
Position Status	Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA	Nonexempt
Grade	15
Position Salary
Annual Minimum Salary	39868.140
Annual Mid Range Salary	46984.410
Annual Maximum Salary	54100.670
Standard Hours	35.00
Union Description	AFSCME - Local 1761 COLT
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview . Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	PERS

Qualifications

Minimum Education and Experience	High school/vocational school education or equivalent and three years experience in a customer service role.
Certifications/Licenses	Valid driver’s license, two years driving experience and successful completion of the Rutgers Defensive Driving Course.
Required Knowledge, Skills, and Abilities	Requires the ability to record and maintain data in computerized and non-computerized formats. Must be able to communicate effectively. Must have effective client service skills. May require the ability to group lead.
Preferred Qualifications
Equipment Utilized
Physical Demands and Work Environment
Special Conditions	Shift hours/Schedule: Mon-Fri 9;00am-4:30pm Clean Driving Record

Posting Details

Posting Number	23ST1516
Posting Open Date	05/25/2023
Special Instructions to Applicants	Message to AFSCME Local 1761 (COLT) members ONLY: To apply, an application or resume must be submitted no later than 9:00 a.m. on Monday, 06/05/2023. Although AFSCME Local 1761 (COLT) members have priority consideration, outside applications are accepted as well.
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	Rutgers University - New Brunswick
City	New Brunswick/Piscataway
State	NJ
Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster upon eligibility and upload proof of same. Under Policy 100.3.1 Immunization Policy for Covered Individuals , if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement