Customer Service Specialist Intermediate

Working Title: Customer Svcs Specialist Int
Job Class: Customer Service Specialist, Intermediate
Agency: Minnesota State

• Who May Apply: Open to all qualified job seekers
• Date Posted: 03/13/2024
• Closing Date: 03/19/2024
• Hiring Agency/Seniority Unit: MN St Colleges & Universities / St Cloud TC-AFSCME
• Division/Unit: MnSCU St Cloud TC / MnSCU St Cloud TC Classified
• Appointment Type: Unlimited, Full-time
• Work Shift/Work Hours: Day Shift 6:45am-3:15pm
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Administrative
• FLSA Status: Nonexempt
• Telework Eligible: No
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

This position exists to serve as the lead cashier at the campus bookstore. In this role, you will be responsible for providing excellent Customer Service, processing transactions efficiently, and ensuring the smooth operation of the cash register. You will also play a key role in supporting the bookstore team with merchandising and inventory management of textbook and non-textbook items.

Responsibilities and Results

1. Customer Service Representative

• Build positive relationships with customers, address their needs effectively, and contribute to the bookstore’s overall success.
• Balance cash drawers and finalize daily deposit reports (opening the store).
• Monitor, print and process web store orders.
• Prepare the point-of-sale system for student charging.
• Prepare the point-of-sale system for student textbook renting.
• Setup and communicate to campus important dates and semester specific operational information.
• Research and correct any transaction errors.
• Work with MBS to resolve system issues and assist with system upgrades.
• Train and supervise student workers on Bookstore procedures.
• Update procedure manuals.

2. Manage third party billing and department charging.

• Oversee third party charge accounts for all charging types by semester or fiscal year. Work with MBS to purge charge accounts when needed.
• Set up charge accounts limits manually for department and copy center charges based on purchase orders received by fiscal year.
• Generate end of the semester PSEO logbooks to track student returns.
• Update the Bookstore Application at the start of each term with the end charging date for the Charge for all events.
• Create and forward month-end reports to the Bookstore supervisor and Business Office.

3. Order semester specific operational supplies.

• Update and order rental agreements and rental textbook stickers.
• Update insert for online orders with return and rental information.
• Update inserts for PSEO orders with return instructions.
• Order shopping bags, shipping boxes, and shipping envelopes as needed.
• Order other forms as needed.
• Post important charging dates each semester.

4. Inventory control function for beverages, candy, and snack items.

• Purchase beverages, candy, and snack items to ensure products are available for customers and expand sales in the bookstore. Work with vendors to offer a variety of items that reflect the student population.

5. Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

• Set up store mapping for the physical inventory process at year end and conduct inventory counts.

Minimum Qualifications

• Knowledge of standard computer software programs for word processing, spreadsheets, and databases sufficient to create, modify, and protect files.
• Knowledge of Customer Service practices and principles sufficient to identify each customer’s needs, meet quality standards for services, that result in customer satisfaction.
• Skill in Customer Service sufficient to provide prompt and accurate information to customers in person, on the phone, and through email and other written or electronic correspondence.
• Ability to present information to diverse customers.

Preferred Qualifications

• Two or more years of experience in a similar business position.
• Two-year degree in a Business-related field, with emphasis on retail.
• Ability to successfully use software such as Microsoft Word and Excel to create and modify documents and spreadsheets.
• Knowledge and understanding of MBS systems such as ARC (Advanced Retail Center) and insite ecommerce marketplace.
• Ability to organize tasks, initiate action, work independently within parameters, and communicate effectively with a diverse range of people.
• Ability to multi-task and quickly adapt to changes in policies, processes, procedures, and priorities, and ability to work independently within parameters.
• Ability to communicate effectively and demonstrate proficient human relations skills to work with a varied level of internal and external customers to achieve effective problem solving.
• Experience in a retail environment and has the ability to operate a cash register, calculator, card reader, and pricing equipment.
• Commitment to equity, diversity, and inclusion.

Physical Requirements

Must be able to move up to 40 lbs. occasionally while moving boxes of textbooks.

Additional Requirements

In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact Stephanie Mahal at stephanie.mahal@sctcc.edu.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Stephanie Mahal at stephanie.mahal@sctcc.edu.

About Minnesota State

St. Cloud Technical & Community College (SCTCC) is located in the heart of beautiful Central Minnesota, just an hour from the Twin Cities. Founded in 1948 as the second technical college in the state, SCTCC has committed to meeting the needs of our community through its 90+ programs of study that closely match the types of jobs available in the area. Learn more about our area here: https://www.stcloudshines.com/

SCTCC is proud to be a Minnesota Yellow Ribbon Agency.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

Other Information

Employment information for this position can be found in its collective bargaining agreement or its plan document at http://mn.gov/mmb/employee-relations/labor-relations/Labor/.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State is an equal opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us. Please indicate what assistance is needed.