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Customer Service & Data Support Specialist

Posting Details

Position Information

Position Title Customer Service & Data Support Specialist
Department CTT (Center for Technology and Training)
Location Main Campus (Houghton, MI)
Position Type Staff
Full-time/ Part-time Full-time
Full-Time Equivalent (1.0=100%) 1.0
Appointment Term 12 Month
Pay Type Salary Basis
Salary or Hourly Rate Negotiable Based on Experience and Qualifications (No Less Than $34,000)
Shift
Position Duration Dependent on External Funding? Yes
Title of Position Supervisor Senior Project Manager, Training & Operations

Position Summary Information

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Description Summary

The Customer Service & Data Support Specialist is our customer relationship expert. This position provides quality customer service and entry-level technical support while managing, maintaining, and communicating accurate customer data. This includes providing front-line customer support for event registrations, organization-developed software applications, and other project inquiries. They also manage, maintain, and update the customer account data in our customer relationship management (CRM) system, and other associated systems.

Essential Duties & Responsibilities (other duties may be assigned)

1. Interface with customers via telephone and electronically.
2. Record details of each customer interaction and any actions taken.
3. Track, escalate, and communicate unresolved issues to the appropriate staff member.
4. Use available resources efficiently to assess the customer’s issue and recommend valid solutions.
5. Follow up on any customer issues requiring additional research.
6. Manage the continuous flow of customer data.
7. Accountable for review of account data used in billing and verification of accuracy against customer registration information.
8. Research data gaps and inaccuracies against reference data, the Internet, and other sources.
9. Provide input into data quality policies, standards and rules based on observation in the data.
10. Responsible for managing the invoice processes.
11. Review accounts receivable reports and follow-up with customers on late payments within the 30 day past due term.
12. Responsible for data hygiene, data entry, documentation, and reporting.
13. Research data discrepancies between CTT business systems.
14. Perform data importation into various systems in an accurate and timely fashion following identified data governance standards.
15. Perform weekly data exports following data security processes.
16. Ongoing data record maintenance including correcting/updating information, “de-duping” and “qualifying” data in incoming and existing records.
17. Create basic reports, rosters and mailing lists as needed.
18. Develop a thorough understanding of data that goes into CTT’s business systems.
19. Occasionally travel/drive to workshop sites to assist with onsite operations and/or run event.
20. Assist with the daily activities of the Center for Technology & Training.

SUPERVISORY RESPONSIBILITIES:
Exercise functional supervision over support staff and student assistants when needed.

Required Education (minimum requirements)

• Bachelor’s degree in Business, Communications, Marketing, directly related technical fields, or an equivalent combination of education and/or experience.

Required Experience (minimum requirements)

• Three years (minimum) professional customer service experience.
• Professional experience with data system reporting and management.
• Professional experience using customer relationship management systems, such as Salesforce.
• Advanced knowledge and experience with Microsoft Office tools including PowerPoint, Word, and Excel.
• Demonstrated analytical, problem solving, and decision-making skills.
• Superior interpersonal and oral/written communication skills.
• Demonstrated technical aptitude with the ability to learn unfamiliar software applications and systems quickly.

Desirable Education and/or Experience

• Experience troubleshooting and providing technical support.

Required Knowledge, Skills, and/or Abilities (minimum requirements)

• Excellent organizational skills with the ability to work independently and under time constraints in order to get things completed.
• Travel to workshops/conferences periodically.
• Demonstrated ability and willingness to prioritize and work on multiple, ongoing projects simultaneously.
• Demonstrated ability to work with accuracy and attention to detail.
• Possession of a valid driver’s license combined with a driving record that meets the Michigan Tech Vehicle Use policy.

Desirable Knowledge, Skills, and/or Abilities
Language, Mathematical, and/or Reasoning Skills
Work Environment and/or Physical Demands

Work Environment and/or Physical Demands:
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.
• The employee must be able to lift and/or move up to 50 pounds.
• The work environment is that of a typical office and/or classroom setting.
• The noise level in the work environment is usually low to moderate.

Required Training and Other Conditions of Employment

Every employee at Michigan Technological University will receive the following 3 required trainings; additional training may be required by the department.

Required University Training:
• Employee Safety Overview
• Anti-Harassment, Discrimination, Retaliation Training
• Annual Data Security Training

Background Check:
Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.

Posting Detail Information

Posting Number 17116 - RP
Posting Type Internal & External Posting
Internal Posting Date
External Posting Date 06/02/2017
Open Until Filled Yes
Special Instructions to Applicants (if applicable)
Additional Information

The Center for Technology & Training (CTT) provides technology transfer, software development and research services to support agencies that manage public infrastructure. With annual funding from the Federal Highway Administration (FHWA), the Michigan Department of Transportation (MDOT) and Michigan Technological University (MTU), the CTT administers Michigan’s Local Technical Assistance Program (LTAP) and manages the development and support of software for roadway asset management, project estimating, and project management. The CTT also works under contract with other agencies to complete discrete research and service projects. For more information, please visit www.ctt.mtu.edu.

References

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Posting Specific Questions

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Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
  3. Reference List
Optional Documents