Customer Service Representative Staff Assistant III

Company Details

Harvard University

Job Summary

Transportation:
We are committed to providing safe and reliable transportation and parking for the University
community. This includes shuttle and van service, fleet management, parking, and our award winning
CommuterChoice Program which offers a number of sustainable transportation options.
Job Summary
The Customer Service Representative is the face of the Campus Service Center where the Harvard
Community receives customer support obtaining services and assistance from Campus Services business
lines: Parking Services, ID Card Services, Notary Services and HU Housing.
The Customer Service Representative (CSR) is responsible for providing optimal customer service
support to all members of the Harvard community. Customer Service is provided in person, over the
phone, by email and via several product-specific websites. The CSR handles routine as well as complex
and specialized requests from customers which include Schools, Departments and individual students,
faculty, staff and other university affiliates.

Position Description

Primary contact for Parking Services, HU Housing, and ID card services information to Harvard
University affiliates via walk-in, phone, email, as well as product-specific websites. Notary Public
services provided by appointment.
Advise customers on eligibility for the issuance and distribution of ID cards. Process ID card
orders (bulk printing or individual); enter POI information into University Directory; performs
validation, image capture and printing of photo ID cards. Process lost ID card fees. Under
direction of management, assist with special projects such as processing orders for non-photo ID
cards (i.e. access cards, re-writeable and vanity cards) and perform image capture and printing
at offsite events.
Assist customers with issuing and processing parking permits, parking access credentials for
short term, annual and event parking; parking permit replacements, parking permit
cancellations, parking violation payments, and claim check retrievals for towed vehicles. Process
payments for permit and parking violations. Under direction of management, assist with special
projects such as parking email communications, parking relocations and wait list fulfillment.
Process applications and payments during annual permit renewal process. Coordinate daily
customer support and troubleshooting with parking services field operations staff.
Assist customers who are prospective tenants with HU Housing portfolio and program
information. Act as resource for customers with off campus and alternate resources. Interface
with landlords, real estate brokers, and Harvard Affiliates to assist with the off-campus listing
process for non-Harvard owned apartments. Process monthly apartment payments and daily
reconciliation of credit card terminals.
Provide Notary Public services to Harvard affiliates (Notary commission fee paid by Harvard)

Reconcile all daily transactions and receipts (cash, check, credit card, payroll and term bill
transactions) processed for Parking, HU Housing and ID Card Services.
The Campus Service Center is a University wide resource and staff must be capable of problem
solving and facilitating resolution of service issues for customers regardless of whether the
resolution is under direct CSC control. Trouble shoot issues related to people data systems
(human resources, student, university directory), access control, university privileges, Crimson
Cash and meal plans, CSC products, software, data feeds and equipment.
Maintain accuracy and security of all identity and confidential information; maintain security of
all equipment and supplies ensuring equipment is shut down and all confidential paperwork and
security sensitive and valuable supplies/products are secured on a nightly basis.
Perform related duties as required.

Basic Qualifications

High school graduate or equivalent.
A minimum of three years of related customer service experience.
Must have excellent customer service skills; positively believing that the customer comes first.
Excellent communication, technical and analytical skills.
Experience working with the public and ability to manage sensitive conversations when
necessary.

Additional Qualifications and Skills

College degree preferred.
Must be able to give and receive positive and negative feedback.
Strong willingness to learn a variety of University systems and keep current with policies and
procedures of the services provided by the Campus Service Center.
Exceptional team player and ability to work with a wide variety of customers.
Detail-oriented and capable of multi-tasking, while always keeping management informed and
following tasks through to successful completion.
Flexible and with the ability to adjust priorities as needed and to easily move from one duty to
another.
Willing to work alternate schedule or overtime during peak demand.
Ability to apply for and be commissioned by the Commonwealth as a Notary Public.
Technical aptitude to learn new software applications as needed.
Previous experience in a university setting and knowledge of Boston and Cambridge preferred.
Technology Skills Required
Microsoft Office Suite (Word, Excel, Outlook, One Drive)
Experience with Yardi (apartment rentals and leasing management), T2 Flex (parking software),
SalesForce, PhotoShop and CBord (ID Software) a plus.

Working Conditions

Emergency Status Designation:
Critical Operations Personnel

Harvard continues to place the highest priority on the health, safety, and wellbeing of its faculty, staff, and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies

COVID-19 Vaccination Requirement:

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found on the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/

Additional Information

About Campus Services
Campus Services is a multi-department organization within Harvard’s Central Administration providing a wide range of non-academic services to the University community. We employ more than 1,600 employees, 66% of which are front-line service and trades workers. Our workforce is also quite diverse, with employees representing 20+ countries.
We service the university by supporting Campus Operations, supporting international students and programs, bringing the Harvard Community together and our Campus Services shared services.
Learn more about Campus Services at: www.campusservices.harvard.edu
Total Rewards:
Harvard’s Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. Comprehensive benefits, generous paid time-off, access to education and professional development, and vibrant campus with abundant cultural and recreational opportunities create a competitive and compelling total rewards package. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts. To learn more about Harvard’s Total Rewards program visit our page: https://hr.harvard.edu/totalrewards

Job Function

General Administration

Location

USA – MA – Cambridge

Job Code

403033 Staff Assistant III

Sub-Unit

Transportation

Department

Transportation

Time Status

Full-time

Salary Grade

053

Union

55 – Hvd Union Cler & Tech Workers

Pre-Employment Screening

Education, Employment, Identity

Schedule

Monday-Friday 8am-5pm

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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