Public Service Representative 3

The Public Service Representative 3 (PSR3) position works at one of two Customer Service Centers within CACS. This position is part of the team that staffs the two CACS Customer Service Centers, one on Marquam Hill and one at the South Waterfront.

The PSR 3 team member provides assistance to a wide variety of customers. This assistance may be in person, via email, or over the phone and will cover a wide range of topics including parking at OHSU, commute options available to various OHSU members, ID badge issuance, and questions about physical door access. 

• Provide essential customer service to the OHSU community, public, visitors, and guests through telephone and email as well as personal contact at the Campus Access and Commute Services (CACS) Customer Service Centers.
• Assist a wide variety of customers with excellent customer service.
  • Excellent customer service includes greeting customers quickly and with a smile, treating them kindly, being empathetic, taking the time to understand/interpret their questions, and providing clear answers or assistance.
• Services include:
  • Issuing ID/Access badges
  • Explaining individualized commute options                                      
  • Selling parking passes 
  • Distributing keys, confirming distribution in system
  • Selling transit passes
  • Creating and issuing temporary badges
  • Granting garage gate access
  • Issuing physical door access as appropriate

• Work collaboratively with other Public Service Representatives, jointly sharing responsibilities and working as a team.
• Retain, understand, and communicate a wide spectrum of information.
• Explain information to the OHSU community in a way that is clear and understandable
• Explain and uphold commute, badging, and access policies and regulations while maintaining professional demeanor at all times.
• Focus and remain calm even in a busy, distracting, environment.
• Operate a POS system that includes cash handling, receiving checks and running credit cards.

• Provide support in all programs run by CACS as needed.

  • Manage multiple email inboxes that require specialized knowledge (ID badge access, parking knowledge, key system, transit options, etc.).
  • Ability to think critically to problem solve challenging and constantly evolving issues.
  • Understand basic auditing processes.
  • Able to apply process improvement ideas to existing systems.
  • Operate a multi-line phone system and assist with answering phone calls as needed.
• Other duties as assigned.

• Two years of experience in customer service relations one year of which must have included interpretation and explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

Skills and Abilities

• Cash handling and multiline phone experience.

• Ability to accurately and clearly convey rules, policies and procedures to a customer base with varied ability to comprehend in a manner that assures understanding and compliance. 
• Able to apply good judgment and problem solve.
• Must have intermediate competency in computer skills with the ability to type at least 35 words per minute with 90% accuracy.
• Must be able to reach competency in department used software within 3 months - including Parking, ID Badge, and general office programs.  

• Associates degree in business, computer science or related field.

• Three years of experience in customer service relations with at least two years including interpretation and explanation of rules, regulations, and policies.

• Responsibility for dealing with unique or unusual situations in a fast-paced office.

• At least one year of cash handling experience.
• One year of multiline phone use and ability to work in a team environment.
• Knowledge of T2 (Flex and eBiz).
• Knowledge of OnGuard.
• Proficient with Microsoft Office programs.

This position works in an office environment with many interruptions and frequent interactions with people. The office space is fairly confined and offers little privacy. The employee must be able to deal with noise, multiple demands on his/her attention and the occasional difficult customer.

The typical work schedule is day shift Monday through Friday. Overtime may be required, including weekends.

Benefits

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Vacation - up to 200 hours per year dependent on length of service.
• Sick Leave - up to 96 hours per year.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and national businesses.