Date:  October 14, 2020

Position Available:  Customer Service Representative

Position Reports to:  Director of Bookstore

Department:  Bookstore

FLSA Status:  Non-exempt

Schedule:  Full-time; Monday-Friday, 8:30 a.m. – 4:30 p.m.


Please apply online:  https://franciscan.edu/customer-service-representative/



The Customer Service Representative is responsible for helping customers with complaints and questions, providing customers with information about products and services, taking customer orders, and processing online orders.  The individual in this role provides fast, friendly customer service at the cash register and on the sales floor, and guides new student hires in development of their customer service skills through on-the-job coaching.




1.     Accurately fulfill online orders by selecting items according to order pick list, validate items using Admin Anywhere software, process website and phone orders via ePOS or register, securely package and properly handle packages.


2.     Process special handling requests submitted by customers, such as expedited or special orders.  Prepare international packages by calculating shipping fees, verifying addresses, completing customs forms/documentation, and communicating with customers, as needed.


3.     Provide customers a positive shopping experience by processing transactions at the register with speed and efficiency.  Create and maintain a hassle-free customer service culture focused on solutions-based selling and an exceptional customer experience on the sales floor.


4.     Perform limited content maintenance on the bookstore’s website by publishing new product information, editing existing item content, and removing out of stock items.


5.     Provide accurate and complete information to students, parents, and visitors by using the right methods/tools of communication such as phone, email, messaging, or mail.  Actively listen to, identify, and assess customers’ needs to achieve satisfaction.  Furnish appropriate solutions and alternatives by providing product recommendations, supplying information, answering questions, troubleshooting problems, resolving issues and concerns, and responding to complaints.


6.     Maintain a safe and clean work environment by keeping shipping and register areas neat and organized to maximize space and keep order.  Keep areas stocked with adequate amounts of packaging materials–such as boxes, bubble mailers, and tape–by placing orders with suppliers.


7.    Design educational material and organize training sessions for new student staff.  Guide new hires in development of their customer service skills through on-the-job coaching.  Provide updates and details on new products or services and inform staff about store system use and policies/processes.


This is not intended to be an all-inclusive list.  Additional duties, expectations and responsibilities may be added or changed as needed to meet the University’s needs.




Must understand, support, and embrace the mission of Franciscan University of Steubenville and possess the following:


Work Experience

·         Two years of customer service experience, required.


·         One year in a retail environment where multitasking was exhibited, required.


·         Demonstrated experience in training others in tasks or processes, required.


·         Minimum one year in an office setting with proven ability to perform administrative tasks, preferred.


·         Familiarity with USPS/FedEx mailing regulations, and the ability to research ongoing changes and general shipping rules and fluctuating regulations, preferred.


·         Some knowledge of shipping processes in preparing and shipping/mailing domestic and international packages, preferred



·         Customer/Service Focus:  Is dedicated to meeting the expectations and requirements of internal and external customers; thinks and acts with the customers’ interests in mind; displays a strong service orientation; displays a sense of urgency and responsiveness to customers’ needs, inquiries and requests; quickly and accurately interprets customers’ needs and recommends optimal solutions.


·         Teamwork:  Appreciates and leverages individual differences in perspective, style and skills; shares information openly to ensure everyone has what they need to perform effectively; creates and effectively uses opportunities to collaborate with others.


·         Verbal/Written Communications:  Is effective at identifying and organizing the key points needed for effective training and instruction; uses effective speaking and listening techniques to ensure clear and actionable communications; knows when to use verbal or written communications; writes in complete thoughts – uses short sentences that flow well and build on each other; clearly and comfortably expresses views and thoughts.


·         Dealing with Ambiguity:  Has a knack for getting to the most critical or essential point in a situation or problem; can decide and act without having the total picture; maintains poise and perspective when things are uncertain or unsettled.


·         Developing Others:  Helps student workers reflect on their strengths, weaknesses, and development as workers; is effective at using instruction, coaching, and performance management to help student workers grow; takes steps to advance the student workers’ ability to work independently and increase in confidence; is effective at sizing up student workers’ strengths and weaknesses and managing them accordingly.



·         High school diploma required.


·         Associate degree preferred.


Technical Skills

·         Ability to learn the store control system, point of sale software, cash registers, web application, and FedEx software.


·         Strong proficiency in PC operations including various software applications such as Excel, Word, and email.


·         Basic understanding of accounting principles with the ability to analyze information and summarize data.


Workplace Factors

·         Must be able to work required work schedule, including occasional overtime during semesters and weekends, as needed.


·         Must be able to type and use a computer for extended periods of time.


·         Must be able to stand for extended periods of time and be capable to move up and down a stepladder to stock shelves.


·         Must be able to lift and carry boxes up to 40 pounds and to carry stacks of books from one area to another.



Candidates must submit an online application, a resume and a cover letter that demonstrates their fit for the position based on their experience, accomplishments and skills as well as their desire to advance the mission of Franciscan University.


Please apply online:  https://franciscan.edu/customer-service-representative/


For other information and job postings, visit our website at https://www.franciscan.edu


Franciscan University of Steubenville is committed to principles of equal opportunity and is an equal opportunity employer.