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Customer Service Assistant - Service Center

Northern Illinois University
Illinois, United States
Salary Not Specified
Start date
Jul 27, 2021

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Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support, Auxiliary Services, Human Resources Administration
Employment Type
Full Time
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Primary Function

This position’s emphasis is to provide a one-stop HR service to employees, applicants, and annuitants who need assistance with their benefits, promotional opportunities, payroll, employment, etc. This position also assists with processing of all background checks and tuition waivers. The employee is expected to work with outside vendors to complete employment verifications. Reports directly to the Business Administrative Associate and provides support to other HR units.
Duties and Responsibilities (generally)
  • Greet all visitors to HRS and determine nature and purpose of visit.
  • Assist customers with answering routine questions regarding all aspects of employment services. o May direct and/or escort customers to destination within HR.
  • Provide customers with information regarding HR, campus services, and employee services.
  • Refer more complex inquiries to appropriate HRS departments and/or employees.
  • Assists in composing routine documents for campus and/or for signature from the B/AA or other professionals within Human Resource Services.
  • May assist employees in filling out forms (applications, I-9, W-4, direct deposit, tuition waivers, etc.) either on paper or online.
  • Reviews all office mail, including confidential items, apart from a few staff members, date stamps, identifies, and distributes the mail to appropriate HR personnel.
  • Uses independent judgment to determine which HRS employee should receive any non-standard items; distributes and coordinates accordingly.
  • Orders supplies for all HR areas through Materials Management. Maintain inventory counts for office supplies (break room supplies, paper, toner, etc.).
  • Handles deliveries from Central Receiving to the Office of Human Resources.
  • Miscellaneous office duties including, but not limited to; maintaining point of contact for the shredding company, contact for copy machine counts, toner supply and repair calls, contact for work orders for building maintenance, plumbing, electrical, office equipment, heating and/or phone issues.
  • May perform related duties as assigned.

Minimum Required Qualifications for this position

1. High school graduation or equivalent
2. Any combination totaling 18 months from the following categories:
(a) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
(b) college coursework as measured by the following conversion table or its proportional equivalent:
• 30 semester hours equals 1 year (12 months)
• 60 semester hours equals 2 years (24 months)
Specialty Factors (Additional Required Qualifications)

Education and Experience Preferred
  • Previous office support, including receptionist duties.
  • Working knowledge of Microsoft Office products
  • Clerical experience
  • Customer service experience

List the knowledge, skills, and abilities critical to the performance of this position.

Working Hours
M - F 8-4:30
Minimum Pay Rate (Hourly or Monthly)
$15.98/ hour
Hiring Rate Information

Actual hiring rate is commensurate with experience, education, and internal equity; position includes a robust benefits package to eligible applicants.

Posting Date
Closing Date
Priority Review Date

Special Instructions to Applicants
  • Fully complete the Education and Work History sections of the application. Be specific on your entire work history, including employment dates and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position, however, it will be converted to a full-time equivalency to determine combined length of experience.
  • If you have education and/or training in excess of what is required, we encourage you to upload your unofficial transcripts.
  • After the posting has closed, your submission will be reviewed to determine if you meet the minimum qualifications for the classification, including any specialty factors associated with this particular position.
  • Please monitor your e-mail for further information regarding your application. Emails will be generated from and . Please add these emails to your address book to ensure timely delivery of any future communication.
  • We STRONGLY recommend that contact information used in your online profile be personal use, not professional/work information: personal email address, home address, and phone numbers. The information you provide is used to make contact on search updates, department referrals and interviews, etc. We must be able to relay sensitive and important information in a way that protects your privacy concerning job search activity, now and in the future.
  • ALL QUALIFIED CANDIDATES WILL BE SCHEDULED TO COME TO THE NIU DEKALB CAMPUS TO TAKE A STATE UNIVERSITIES CIVIL SERVICE EXAMINATION . At the time of testing, you will be required to present a photo ID. NOTE : If you have previously tested for this classification and wish to rewrite the exam to improve your score and register position, please contact and include Customer Service Assistant 1921 in the subject line by the posting deadline.
  • Required documentation noted in the posting such as driver’s license, licensures, or certifications MUST be presented at the time of examination.
  • If eligible for Veteran’s Preference Points, DD214/DD215/NGB22/DD256 paperwork reflecting an Honorable Discharge MUST be uploaded to this application in order to receive the maximum eligible points on the Civil Service examination.
  • After testing of all qualified applicants has been completed for this position, the names with the top three scores will be referred to the hiring department for interview.
  • Click on Customer Service Assistant for more information including salary ranges, typical duties, minimum acceptable qualifications, and testing requirements.
  • Please click Human Resource Services – Benefits for detailed information about Northern Illinois University’s benefits package.
  • Employment is contingent upon your passing a criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Link to Department Homepage
Physical Demands
  • Regular office related duties
  • Sitting for extended periods of time
  • Using computer/electronic equipment for extended periods of time
  • Occasional lifting and moving items weighing up to 25 lbs.

EEO Statement

In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.

The following person has been designated to handle inquiries regarding the non-discrimination policies:

Ethics and Compliance Officer, Title IX Coordinator
Health Services 230
Is Background Check Required
Visa Policy

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

ADA Accommodation

NIU remains committed to ensuring that its recruitment and application procedures include full opportunities for applicants with disabilities. Employment opportunities will not be denied to anyone because of the need to make accommodations for a person’s disability during either the application or interview process. An applicant who believes they require an accommodation to participate in the employment process due to a disability may request that accommodation through the Accommodation Request Form . For further assistance, please contact the office of Affirmative Action, Equal Opportunity and Education ( AAEOE ) at .

Clery Act Information

NIU provides information regarding campus security, personal and fire safety, including topics such as: crime prevention, emergency response procedures and crime reporting policies, in addition to crime and fire statistics for the most recent three calendar years. The Annual Security Report containing security and safety information is available at or by contacting the University Police Department and Public Safety Department at 815-753-9628 to receive a hard copy. The Annual Fire Safety Report is available at or by contacting the Environmental Health and Safety Department at 815-753-0404 to receive a hard copy.

Quick Link
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * If applicable, have you attached a copy of your DD214, DD215, NGB22, or DD256 for consideration of Veterans Preference Points? The copy submitted should reflect the status of discharge in order to be considered.
    • Yes
    • No
    • Not Applicable
  2. * Please rate your level of professional work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
    • Work experience not directly related to the job function described
    • Work experience at a minimum level of competency relevant to the job function described, requiring some assistance and guidance.
    • Work experience at a high level of competency relevant to the job function described, performed independently.
  3. * Please provide the name of the employer and the dates of employment where you gained this experience. Please note that this information must be verified on an NIU application and/or resume.

    (Open Ended Question)

Applicant Documents
Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
  3. List of at least 3 References
Optional Documents
  1. Military Discharge Documents ONLY (DD214/DD215/NGB22/DD256)
  2. Transcripts (unofficial with official required at hire)
  3. Transcripts #2 (unofficial with official required at hire)

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