Customer Service Lead

Starting Salary: $15.00
Work Schedule: 40 hrs/week over summer and during break periods.  10 hours per week minimum in semester
Hours: Mon – Fri 8:30am – 5:00pm

Application Deadline: Currently Accepting Applications until Positions Fill

Customer Service Leads (CSLs) are responsible for providing consistent and reliable assistance to students, families, and the UMass community. Staff members receive extensive training in the areas of customer service, problem solving, and Residential Life policies and procedures. CSLs use this training to serve as the first line of contact for Residential Life helping students and families navigate assignment processes and decision making in a fast paced environment. CSLs provide customer service throughout the academic year and breaks working to assist students with housing assignment questions, prospective student inquiries, and more. Additional responsibilities include, but are not limited to, leading during the fall Move-In of 14,000 students, speaking at New Students Orientations and Open Houses, and operating the CHCRC Residential Service Desk during the summer.

This position requires a full academic year commitment through closing May 2022. Staff must be available to work through the end of fall semester and plan to return starting January 3rd.  Staff are required to cover shifts either over Fall Break or Spring Break and are expected to work additional hours during training, opening, and closing periods.

This position requires a minimum of 10 hours per week during the academic year, with the exception of training/opening/closing periods, when hours are increased. Full Time Hours are also available over Wintersession. All staff should plan to return to work by January 3rd.  Confirmation of need will be determined by October 30th.

There is also a possibility to be rehired for the following academic year, which requires 40 hours per week during the summer and a minimum of 10 hours per week during the academic year, with the exception of training/opening/closing periods, when hours are increased.

Primary responsibilities include:
Creative problem solving to assist students, families and partners with housing needs
Development and review of support materials; including publications, scripts and instructional videos.
Updating student housing information using SPIRE and Google Forms
Varied projects from the Manager Team in Residential Life Student Services

Minimum Qualifications
You must be a currently enrolled undergraduate student at UMass Amherst in good standing.
You must be able to work 40 hours/week over the summer.
You must be able to work a minimum 10 hours/week during semesters.
You must be mature, self-motivated, and possess a positive attitude.
You must have strong communication and organizational skills.
You must be able to work for all Residence Hall opening and closing periods (August 25-August 31, and January 23rd).
This position is subject to a criminal background check.

Preferred Qualifications
Experience living in the University residence halls.
Prior experience working within Residential Life.
Possess a working knowledge of Residential Life policies and practices.
Demonstrated experience in an office setting with knowledge of professional etiquette.
Possess previous customer service experience.
Be a creative lateral thinker with excellent problem solving skills.
Knowledge of working with Microsoft Office.
Comfortable representing organization using Social Media.
Strong commitment to working on a team/in a group setting.
Eligibility for Work Study for the 2021-2022 Academic Year

Application Process
You will need to submit the following to complete the online Application located at the link provided above:

1. A one-page typed resume which includes your current contact information, your education, work experiences and extracurricular activities.
2. Answers to the following questions:

  • How has your previous work experience prepared you for a Customer Service Lead position?
  • What has been your previous experience working in a professional setting and what skills do you possess that are transferrable to the CSL position?
  • Describe the skills that you possess for managing administrative processes.
  • Describe a time that you received feedback in a previous position and how you incorporated that feedback into your work skills.

3.   One person who can submit a letter of recommendation who can evaluate (1) your customer service skills, (2) your ability to work in a professional office and (3) your ability to work with parents and students.
4.   Two additional references that can evaluate your work performance in a previous position.

Applications will be evaluated based on your previous work experience and your ability to demonstrate how it transfers to a CSL position, the detailed content of your answers, and your letter of recommendation.