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Applicants should provide a resume and cover letter for this position.

Job Summary

LSA Technology Services Support Services team is seeking an enthusiastic, energetic, and highly organized person with exceptional customer service skills for the position of Customer Service Representative Intermediate.  The person in this position will provide administrative support for Sight and Sound Operations within Technology Services, oversee the Sight and Sound Operations databases and calendars, provide data tracking for the group, and liaise with staff, students, faculty, and patrons of Technology Services for technical assistance. A successful candidate will be eager to work closely with the Technology Services team to coordinate support and ensure the smooth functioning of the unit, which supports the LSA teaching and learning environment.  They will have an understanding of the backend and technical needs for successful events.  A successful candidate will be knowledgeable in basic accounting principles. 

Responsibilities*

35%  Administrative Support of Sight and Sound Operations 

Intake and process requests for service.   Work to improve administrative processes and maximize efficiency within the various Sight and Sound Operations units including classroom support, video conferencing support, lecture capture, and special events.   Provide administrative support for the various units within Sight and Sound Operations.  Administer requests from students/student groups for room reservations.  Coordinate with the Registrar’s Office, SOAS, Campus Access for building and room access, and other units as needed especially for large or special needs classes, student group requests, and events.  Act as backup as needed for other Support Services administrative staff. 

20%  Consultation

Understand processes and procedures well enough to provide customized responses to inquiries.  Proactively reach out to people or groups who have events scheduled in supported spaces. Understand the basics of event support, and audio and visual systems in order to resolve questions around needs for audio-visual and event support, and escalating as appropriate. Liaise with event coordinators to understand their needs and concerns; ensure input and requests are addressed appropriately and in a timely fashion.  Engage in active problem solving and critical thinking. 

20%  Database Entry

Ensure all requests for service are tracked as needed in the database systems and calendars.  Cross-reference multiple databases for consistency throughout.  Oversee appropriate information entry into the system for use by support staff.  Collect and collate information for data tracking purposes.  Provide regular analysis of administrative processes for continual improvement to tracking procedures.

10%  Liaison between Support Services Operations and Other Departments and Groups

Utilize excellent customer service skills at all times.   Be knowledgeable, helpful, friendly and supportive of LSA faculty, staff and students and their needs.  Identify appropriate contacts within Technology Services and other departments and facilitate connecting people to the correct service provider.  Resolve all basic requests for service.

5%  Accounting

Process Sight and Sound Operations accounts for events requiring billing of other units.  Coordinate and address the Special Events billing and those issues that affect billing.  Ensure all accounts in the Sight and Sound Operations unit are accurate, clear and transparent.

5%  Event Support

As assigned, provide support for special events including, but not limited to, coordination between Support Services event staff and University event staff, event inventory control and management, room lock/unlock schedules, onsite visits and room checks, and coordination of support staff.

5%  Professional development

Maintain a high level of preparedness and professional development.  Continue to advance personal understanding of the various services within Technology Services.

Required Qualifications*

A high school education or equivalent.

Five or more years of relevant experience.   

Strong customer service, organizational, and problem-solving skills.   Positive, proactive, take-charge attitude; ability to take initiative and think creatively to create solutions and assist colleagues and patrons.  

Demonstrated ability in event support and planning. 

Demonstrated consistent attendance, dependability, punctuality and reliability in prior work settings; demonstrated ability to work well and interact diplomatically with a diverse group of colleagues and customers.  Outstanding attention to detail, accuracy, and procedures.   Excellent written and verbal skills with demonstrated ability to communicate clearly, appropriately, knowledgeably, and effectively to different audiences in a variety of contexts.  Must be able to exercise discretion with sensitive and confidential information.  Must work well independently and in collaboration with faculty and staff as a team member.  Superb organizational skills with demonstrated ability to undertake, manage, and prioritize multiple tasks with competing deadlines.  Must be able to manage stress effectively working in a fast-paced environment with frequent interruptions.  Willingness to learn new skills and take on new projects.  Excellent attention to detail.

Excellent computer skills, including MS Office (Excel and Word) and Google (calendaring, email and Google drive).  Knowledge of and experience with ticketing systems.

Desired Qualifications*

Associates or bachelor’s degree highly desired; minimum of two years of progressively responsible administrative experience.  Direct customer support experience with a diverse body of faculty, staff and students.  Basic interest and understanding of media concepts/ terminology; familiarity working within a university environment.  Experience with database management and software systems (i.e., Team Dynamix, WebCheckOut, MPathways) desired.   Working knowledge of University of Michigan policies and procedures.  

Additional Information

The College of Literature, Science, and the Arts seeks to recruit and retain a diverse workforce as a reflection of our commitments to serve the diverse people of Michigan, fulfill the College’s Guiding Principles, and sustain the excellence of LSA.  

To learn more about diversity, equity, and inclusion visit http://lsa.umich.edu/lsa/about/diversity--equity-and-inclusion.html

To learn more about LSA’s Guiding Principles visit http://lsa.umich.edu/lsa/faculty-staff/human-resources/lsa-staff-guiding-principles.html

 

Mission Statement

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.