Customer Service Lead

Starting Salary: $17.00
Work Schedule: 10 hours per week minimum in semester, 40 hrs/week over summer and during break periods. 
Hours: Mon – Fri 8:30am – 5:00pm, limited nights and weekends around openings and closings.

Application Deadline: Not Currently Accepting Applications

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, assisting with Fall Move-In of 14,000 students, and speaking at New Students Orientations and Open Houses.

This position requires a commitment through closing May 2024. Staff must be available to work through the closing period for each semester.  Staff are 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 and Summer.

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 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 (Fall: Through 12/15, Spring opening: 1/30, Halls Close: 5/16).
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 2023-2024 Academic Year

Application Process
You will need to complete the application located here.

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.

 Question? Contact us.