Position Classification Description

Position Class Code / Title: N0046 / Customer Service Associate
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 05

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Under supervision, processes sales and transactions and assists customers with purchases, orders, and/or deliveries. Implements stock control and security procedures, performs routine cash and/or administrative customer transactions, and maintains appropriate records. Interacts with customers to provide information in response to inquiries about processes, products, or services; handle and resolve complaints; or refer complex matters to professional or managerial staff.

Duties and Responsibilities

  1. Sells merchandise, services, tickets, passes, and/or rents equipment or facilities; advises customers on price, features, and/or on fees and services; may process orders and coordinate delivery.
  2. Collects and reconciles payments from customers using computerized or manual equipment; prepares routine reports of transactions, which may include accounts receivable/payable, orders, receipts, and/or bank deposits; reconciles transactions, identifies, and resolves discrepancies, as appropriate.
  3. Receives and displays merchandise, equipment, and/or maintains ticket/pass supplies in accordance with the established policies and procedures; ensures stock levels and informational displays are in accordance with established standards; reconciles invoices, as appropriate.
  4. Performs general floor maintenance and housekeeping; monitors and maintains the condition and safekeeping of merchandise and/or rental equipment.
  5. May process routine returns and buybacks, as appropriate; may coordinate the return and replacement of defective merchandise or equipment.
  6. Under the direction of the Chief Compliance Officer, coordinates and facilitates compliance activities impacting multiple University constituencies, including the Office of Equal Opportunity, Internal Audit, and other campus compliance partners; serves as a key representative and point of contact for internal divisions and external constituencies regarding the University's compliance programs and activities.
  7. May create displays or assist in marketing efforts.
  8. May train and supervise student and/or temporary employees in day-to-day customer service activities.
  9. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 6 months of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Strong interpersonal skills, flexibility, and customer service orientation.
  • Knowledge of basic cash management procedures.
  • Effective communication and basic instructional skills.
  • Ability to operate a computerized cash register.
  • Knowledge of inventory management practices.
  • Ability to safely use cleaning equipment and supplies.
  • Ability to read, sort, check, count, and verify numbers.
  • Ability to prepare routine administrative paperwork.
  • Knowledge of shop security and safety procedures.
  • Ability to resolve difficult or stressful customer service issues.

Conditions of Employment

  • Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.
  • All regular, non-temporary positions assigned to this classification are represented by a labor union and subject to the terms and conditions of the CWA Collective Bargaining Agreement.

Working Conditions and Physical Effort

  • Moderate physical activity. Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.
  • Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
  • Work may involve moderate exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises.
  • Successful completion of criminal background check may be requirement for specific positions in this classification.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: