Customer Service Assistant - HR Service Center (1921)

Position Summary

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 verifications of employment and income. The position reports directly to the Service Center Lead and provides support to other HR units.

Essential Duties and Responsibilities

• Greets all visitors to HRS and determine nature and purpose of visit.
• Assists customers with answering routine questions regarding all aspects of employment services. May direct and/or escort customers to destination within HR.
• Provides customers with information regarding HR, campus services, and employee services.
• Refers more complex inquiries to appropriate HRS departments and/or employees.
• 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.
• Receives deliveries from Central Receiving to the Office of Human Resources.
• Processes background checks and verifications of employment.
• Miscellaneous office duties including but are not limited to maintaining points of contact for the shredding company, contacts for copy machine counts, toner supply and repair calls, contacts for work orders for building maintenance, plumbing, electrical, office equipment, heating and/or phone issues.
• May assist visitors in filling out forms (employment applications, I-9, W-4, direct deposit, tuition waivers, etc.) either on paper or online.
• May perform other related duties as assigned.

Minimum Required Qualifications (Civil Service)

1. High school diploma or equivalent.
2. Any one or combination totaling eighteen (18) months from the following categories:
   1. college coursework in any discipline as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
   2. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills, and Abilities (KSAs) (Civil Service)

1. Knowledge of principles and processes for providing customer and personal services.
2. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.
4. Skill in understanding written sentences and paragraphs in work-related documents.
5. Skill in managing one’s own time and the time of others.
6. Ability to communicate information and ideas in speaking so others will understand.
7. Ability to listen to and understand information and ideas presented through spoken words and sentences.

Specialty Factors (Civil Service)

N/A

Preferred Qualifications (Civil Service)

• Previous office support, including receptionist duties.
• Working knowledge of Microsoft Office products
• Customer service experience

Minimum Required Qualifications (SPS)

N/A

Additional Requirements (SPS)

N/A

Preferred Qualifications (SPS)

N/A

Physical demands/requirements

• 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.

Appointment and Compensation Details

Appointment and Compensation Details

Anticipated Appointment Start Date

6/1/23

Anticipated Appointment End Date

Percent of Staff Year

1.00

Standard Hours Per Week

37.50

Salary

$31,161.00/year

Hourly or Semi-monthly Pay Rate/Range

$15.98/hour

Earn Type

Hourly

Application Procedure

Application Procedure

Application Procedure

1. 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. Important: Please upload any unofficial transcript(s) and/or documentation that verifies any education, experience, and/or training you have received.

• If eligible for Veteran’s Preference Points, DD214/DD215/NGB22/DD256 paperwork reflecting an Honorable Discharge MUST be uploaded to this application to receive the maximum eligible points on the Civil Service examination.

2. 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 position. If you meet the minimum required qualifications for this position, you will receive a score based on your education and experience, and your name will be placed on the active employment register.

3. Please monitor your e-mail for further information regarding your application. Emails will be generated from jobs@niu.edu and CivilServiceTesting@niu.edu . Please add these emails to your address book to ensure timely delivery of any future communication.

4. Illinois residency required within 180 days of the hire date.

Credentials Assessment Examination:

• The examination for this position is a Credentials Assessment and is based on your application materials as submitted for this posting. A Credential Assessment is a rating by the Human Resources Office of an applicant’s/employee’s education, experience, and special credentials/qualifications (licenses, etc.). Applicants are required to upload documentation to verify the minimum qualifications for this position has been met.
• Required documentation noted in the posting, such as a driver’s license, licensures, or certifications MUST be uploaded with your application materials.
• After assessment of all qualified applicants has been completed for this position, the names with the top three (3) scores will be referred to the hiring department for interview.

Additional Details:

• Click on Customer Service Assistant for more information including salary ranges, typical duties, minimum acceptable qualifications, and testing requirements.
• Please click on 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.
• Applicants must be a current citizen or resident of the State of Illinois to move forward in the hiring process.

Special Instructions

N/A

Quick Link to Applicant

https://employment.niu.edu/postings/71479

Is Background Check Required?

Yes

EEO Statement Summary

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
TitleIXCoordinator@niu.edu
815-753-5560

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 and Equal Opportunity ( AAEO ) at ada@niu.edu .

Safety Information

NIU provides annual reports on campus security and fire safety.

Read the Annual Safety and Security Report. Contact the Ethics and Compliance Office at 815-753-1649 for a hard copy.

Read the Fire Safety Report . Contact the Department of Environmental Health and Safety at 815-753-0404 for a hard copy.
Applicant Documents
Required Documents

1. Cover Letter
2. Resume/Curriculum Vitae
3. List of at least 3 References

Optional Documents

1. Transcripts (unofficial with official required at hire)
2. Military Discharge Documents ONLY (DD214/DD215/NGB22/DD256)

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have specific work experience responding to routine inquiries from clients in order to provide or clarify information on departmental services, policies, and procedures?
   • No work experience directly related to the job function described.
   • My work experience relevant to the job function described was performed under guidance.
   • My work experience relevant to the job function described was performed independently.
2. * 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 résumé. (“See Résumé” is not an acceptable response.)
   
   (Open Ended Question)
   
   
3. * Do you have specific work experience composing and distributing routine correspondence and/or documents?
   • No work experience directly related to the job function described.
   • My work experience relevant to the job function described was performed under guidance.
   • My work experience relevant to the job function described was performed independently.
4. * 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 résumé. (“See Résumé” is not an acceptable response.)
   
   (Open Ended Question)
   
   
5. * Do you have specific work experience resolving customer service complaints and referring unresolved customer grievances to designated personnel for further investigation; reporting client feedback to higher personnel?
   • No work experience directly related to the job function described.
   • My work experience relevant to the job function described was performed under guidance.
   • My work experience relevant to the job function described was performed independently.
6. * 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 résumé. (“See Résumé” is not an acceptable response.)
   
   (Open Ended Question)
   
   
7. * Do you have specific work experience conducting surveys and gathering data for statistical studies; preparing reports of contacts regarding quality?
   • No work experience directly related to the job function described.
   • My work experience relevant to the job function described was performed under guidance.
   • My work experience relevant to the job function described was performed independently.
8. * 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 résumé. (“See Résumé” is not an acceptable response)
   
   (Open Ended Question)
   
   
9. * Do you have specific work experience receiving payment for fees, bills, and assessments issued by the institution; verifying amount due as shown on statement against payment offered, giving change if necessary, issuing receipts, and depositing payments received, within a framework of explicit procedures and instructions and subject to minimal personal discretion?
   • No work experience directly related to the job function described.
   • My work experience relevant to the job function described was performed under guidance.
   • My work experience relevant to the job function described was performed independently.
10. * 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 résumé. (“See Résumé” is not an acceptable response)
    
    (Open Ended Question)
    
    
11. * Are you currently a citizen or resident of the State of Illinois?
    • Yes
    • No
12. Please mark all the completed degrees which you hold. Please remember to upload your unofficial transcript for all that have been marked.
    • Associate's Degree
    • Bachelor's Degree
    • Master's Degree or higher
13. * How many years of experience do you have in this type of position?
    • 0-1
    • 1-3
    • 3-5
    • 5-7
    • 7+
14. * 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