Customer Service Representative II

Note for Current UM Employees

Current employees must apply internally via ConnectU > connectu.olemiss.edu

The University of Mississippi

"The University of Mississippi — fondly referred to as Ole Miss — stands as a premier public research institution with a proud legacy of academic distinction. We are devoted to nurturing a vibrant, inclusive community where every member — student, faculty, and staff — can achieve their fullest potential.”

Department Summary

The University of Mississippi Box Office is located in the Ford Center and provides ticketing services for non-athletic productions and events held on campus. Additionally, the Box Office offers ticketing services for off-campus events.

Role Specifications

Below you will find classification and compensation information.  For additional details behind the University of Mississippi classification system please visit Human Resource Compensation Page

Family -  Administration 

Sub-Family - Customer Service

Career Track / Level - O2

Grade - 2

Role Summary

Resolves all levels of customer concerns and provides information in response to inquiries about products and services. Handles and resolves escalated inquiries. This position helps with ticket sales for events, administrative affairs of the office, maintenance of records, and compilation and preparation of reports for assigned functions of the unit.

Examples of Work Performed

• Participates in the sale of non-athletic tickets to faculty, staff, students, and general public.
• Prepares daily reports regarding sales and deposits to be made.
• Maintanins the records and files for the office.
• Provides the social media presence for the office.

Essential Functions

These essential functions include, but are not limited to, the following.  Additional essential functions may be identified and included by the hiring department.

1.Serves as escalation point for customer inquiries and service requests. 
2.Monitors completion of case notes in the case or client management system for each customer inquiry or request.
3.Resolves escalated issues and follows up with central units.
4.Redirects customers as best as possible for out-of-scope inquiries.
5.Collaborates with supervisor to meet or exceed performance metrics.

Minimum Education/Experience

Education: High School or Equivalent

Experience: (2) 2 Years Experience

Substitution Statement: An equivalent combination of related experience and education may be considered for this role. Substitutions of the required experience or education will be assessed on a 1:1 substitution basis.

EEO Statement

The University of Mississippi provides equal opportunity in any employment practice, education program, or education activity to all qualified persons. The University complies with all applicable laws regarding equal opportunity and does not unlawfully discriminate against any employee or applicant for employment based upon race, color, gender, sex, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ethnicity, citizenship, age, disability, military status, protected veteran status, genetic information, or any other legally protected status.

Minimum Physical Requirements

Physical Requirements:  These physical requirements are not exhaustive, and additional job-related physical requirements may be added to these by individual agencies on an as needed basis. 

Corrective devices may be used to meet physical requirements.

Physical Exertion:  The incumbent may be required to lift up to approximately 10 pounds.

Vision:  Requirements of this job include close vision. Speaking/Hearing: Ability to give and receive information through speaking and listening.

Motor Coordination:  While performing the duties of this job, the incumbent is frequently required to talk and hear; and use hands to finger, handle, or feel. The incumbent is periodically required to sit. The incumbent is occasionally required to stand; walk; and reach with hands and arms

Interview Requirements: Any candidate who is called for an interview must notify the Department of Equal Opportunity/Regulatory Compliance in writing of any reasonable accommodation needed prior to the date of the interview.

Background Check Statement

The University of Mississippi is committed to providing a safe campus community. UM conducts background investigations for applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial (credit) report or driving history check.