Position #:
(PTAA).
..
Developed by:
.
..GB
Reviewed
by:
..SG/LK
Approved by:
.
...LK
Date:
4/08
UNIVERSITY OF
TITLE: Customer Services Representative
(RAM Computers)
DIVISION: Student Affairs (Bookstore)
REPORTS TO: Assistant Administrator, Bookstore
GRADE: 8
SUPERVISES: Student
employees
BASIC FUNCTION:
Provide RAM Computer Store
customers with assistance in purchasing products, service those products, and
resolve customer problems. Maintain and
track customer sales and service records, vendor records, purchase orders, and
shipping and receiving records.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Prepare
the store for daily operation.
Respond
to customer voicemail and email daily.
Consult
with customers and assist them in making appropriate purchases, both in person
and over the phone.
Provide
frontline technical support to customers calling or visiting the store.
Perform
initial diagnosis and log and assign hardware and software service jobs into
appropriate queues.
Lend
replacement computers to qualifying service customers and maintain and track
these records.
Coordinate
with student service technicians to deliver optimum turnaround time on both
software and hardware repairs by monitoring time to complete diagnosis, parts
ordering, parts receiving, and installation.
Maintain
daytime store staffing schedule and evening No Touch Warranty (NTW) service
schedule.
Monitor
customer service records and NTW records to ensure student technicians maintain
appropriate records of problems found and work performed.
Work
as a peer and service team leader with the student managers in the store.
Work as a peer with the student store manager, student purchasing manager, and
student database and Web manager.
Assign
service jobs to the three service team leaders, and monitor those assignments
to ensure the best possible customer service.
Respond
to emergencies and peak demand times outside of working hours, as needed.
OTHER DUTIES AND RESPONSIBILITIES:
Perform
as a backup to the purchasing and database/Web managers.
Perform
as a backup service technician.
Undergo
training and testing to qualify as a certified technician for one or more of
the hardware vendors used by the store.
Perform
other duties as required.
LICENSES, TOOLS AND EQUIPMENT:
Drivers
License. Desktop and laptop, Mac OSX and
Windows operating systems; database management, word processing, spreadsheet,
graphics, and Web design software.
ENVIRONMENTAL CONDITIONS:
This
position is not substantially exposed to adverse environmental conditions.
QUALIFICATIONS:
A high school diploma and a
minimum of 30 college credits in computer and information technology areas or
equivalent work experience required.
Experience in one or more of the following areas required: hardware and
software diagnostic experience; software technical experience, including virus
and spyware cleaning; database management experience;
Web development experience or experience building and maintaining dynamic Web
sites with PHP and MySQL. Must possess excellent
interpersonal skills and strong written and verbal communications skills. An associates degree in a related area or certification
as a service technician for Dell, HP, or Lenovo
preferred.
ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE
MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES.