Customer Service Analyst

Customer Service Analyst

This is a non-supervisory, unclassified position at the National Center for Disaster Fraud (NCDF), a program within the Stephenson Security Programs Institute (SSPI) at LSU. The Customer Service Analyst helps to answer incoming calls to the call center, perform data entry, and assist with assigned projects, under the direction of the Call Center Managers and the Program Director. This position also oversees the creation and implementation of student worker training schedules. This includes reviewing training logs, assessing and recommending a training schedule to call center management, and making recommendations to management for student workers to progress in their training program. This position also acts as a manager to the student workers in the absence of a manager in the call center.

Job Responsibilities:

• Answer Hotline calls and enter complaints data into respective Agency's Database. (40%)
• Provision non-phone complaints received by NCDF agency partners into each agency's respective database. (30%)
• Oversee the creation and implementation of student worker training schedules. Reviewing student training logs, assessing and recommending a training schedule to call center management, and making recommendations to management for student workers to progress in their training program. (15%)
• Assist Call Center Managers / Assistant Managers with any additional projects and administrative tasks with which assistance is requested. Acts as manager when no manager is present in the call center for student workers. (10%)
• Other Duties as assigned. (5%)

Minimum Qualifications:

Bachelor's Degree

Candidates who have relevant experience in key job responsibilities are encouraged to apply—a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

Bachelor's Degree and experience in a call center setting. Customer Service experience in a Call Center setting; experience with interacting with student workers; familiarity with call center training programs; bilingual Spanish/English preferred.

Additional Information:

Proficient in Microsoft Office. Excellent analytical and verbal/written skills, as well as attention to detail and follow-up. Flexible and adaptable to changing environment and new types of work. Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must pass a federal background check. May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18.

Physical Demands:

Physical ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment; ability to sit in the same position for extended periods (5.5+ hours a day) at a time using continuous hand motions when entering data into the computer system.