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University of Rochester Logo University of Rochester · Customer Service

Customer Service Rep II

United States of America, Rochester 17.43 - 24.40 USD / Hour · Job Posted February 21, 2026
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Job Description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

Job Responsibility

  • Provides timely responses to customer inquiries by telephone, email or website, or inbound/outbound service center, consistent with service and quality standards
  • Processes customer orders, bills and accounts, and applications for service, maintenance and termination
  • Troubleshoots and resolves customer complaints
  • Works within established procedures with a moderate degree of supervision
  • Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions
  • Assists patrons over the phone and through email
  • Ensures transactions are entered promptly and accurately for accounting
  • Enters customer data information
  • Performs radio calls to assist with customer concerns
  • Provides clear lines of communication between management, office staff, and field staff
  • Tracks and logs data, such as jobs dispatched
  • Provides information to internal and external customers in regards to assigned area
  • May monitors premises using CCTV and Remote Access Control
  • Other duties as assigned

Requirements

  • High School diploma and 1 year of relevant experience required
  • Or equivalent combination of education and experience
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