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Customer Service Assistant
Los Altos Hills, CA
Posted Mar 11, 2014 by Foothill-De Anza Community College District
Category: Other Administrative Positions


Foothill-De Anza Community College District

Customer Service Assistant

Announcement #: 14-069
Campus: De Anza College
Required Documents: Resume
Number of Working Months: 12 Months
Salary: $3,392.20 per month
Close Date: 4/1/14
Employment Duration: Full-Time

The Foothill-De Anza Community College District is currently accepting applications for the classified position above.

De Anza College provides an academically rich, multicultural learning environment that challenges students of every background to develop their intellect, character and abilities; to realize their goals; and to be socially responsible leaders in their communities, the nation and the world.

De Anza College fulfills its mission by engaging students in creative work that demonstrates the knowledge, skills and attitudes contained within the college’s Institutional Core Competencies:
• Communication and expression
• Information literacy
• Physical/mental wellness and personal responsibility
• Global, cultural, social and environmental awareness
• Critical thinking

Under the general direction of the Director, Campus Bookstore at De Anza College, the incumbent will perform the general customer service duties and responsibilities as identified in the classification below. The incumbent will also work with other positions in the department to receive, inspect, and price incoming stock for conformity to purchase orders and packing lists; report shortages, damage, and other discrepancies; and receive, edit, and enter receiving information and inventories in computer. Conduct periodic and annual inventories. May assist with buying back books, making refunds, approving checks, operating cash register, maintaining specific lines of merchandise, and making returns to publishers. May also assist in the oversight of the operation of the college store during the evening hours and oversee student clerks in receiving, floor operations and the merchandising of school textbooks and supplies.

Under the direction of an assigned supervisor, assists in the design and implementation of processes and policies to ensure the delivery of a consistently high level of customer service.

Depending upon assignment, duties may include, but are not limited to, the following:
• Promote a customer service oriented culture in the Bookstore.
• Assist with hiring processes and scheduling of seasonal and student employees; adhere to Financial Aid hiring processes and procedures.
• Ensure the accuracy of non-classified employee data for payroll purposes. Under supervision, monitors attendance as directed to meet established staffing and payroll expense requirements of the Bookstore. Prepare, file and distribute personnel paperwork and time sheets for employees.
• Ensure the general cleanliness of the store and assigns cleaning responsibilities as necessary.
• Train new employees in proper telephone etiquette and ensure Bookstore’s main phone is staffed at all times.
• Coordinate outgoing messages on Audix system and Info-mania to ensure timely and accurate dissemination of information. Ensures the timely return of voice mail messages when necessary.
• Ensure employee compliance with established customer service policies and procedures.
• Respond to customer and employee questions or problems in person and on the telephone as needed.
• Operate a computer, cash register and other assigned bookstore equipment.
• Assist with training and providing work direction to temporary, part-time and casual employees.
• Act as backup for Accounting Assistant (A/R).
• Perform related duties as assigned.


Knowledge of:
• Bookstore terminology, practices and techniques.
• Modern office practices, procedures and equipment.
• Operation of a computer and assigned equipment.
• Record-keeping techniques.
• Oral and written communication skills.
• Interpersonal skills using tact, patience and courtesy.

Ability to:
• Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff.
• Assist in the day-to-day operation of the bookstore including opening and closing procedures.
• Communicate effectively both orally and in writing.
• Maintain records and prepare reports.
• Establish and maintain cooperative and effective working relationships with others.
• Operate a computer and assigned equipment.
• Apply and explain rules, regulations, policies and procedures.


• Bookstore environment.

Physical Abilities:
• Hearing and speaking to exchange information in person and on the telephone as well as making presentations.
• Dexterity of hands and fingers to operate a computer keyboard.
• Seeing to read various materials.
• Standing for extended periods of time.
• Reaching overhead, above the shoulders and horizontally.
• Bending at the waist, kneeling or crouching.
• Lifting, carrying, pushing or pulling objects up to 30 lbs.

• Understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff.
• Any combination equivalent to a high school diploma AND one (1) year experience in customer service environment.

• A District on-line application on https://ch.tbe.taleo.net/CH17/ats/careers/requisition.jsp?org=FHDA&cws=1&rid=843. *In the application, you will provide information, which demonstrates your understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff.
• A cover letter addressing the preferred qualifications for the position.
• A current resume of all work experience, formal education and training.

If any required application materials are omitted, the committee will not review your application. Items not required (including reference letters) will not be accepted. For full-consideration, all application packets must be received by 11:59 pm on the closing date.

Please allow yourself ample time to complete your application and resolve any technical difficulties that may arise with your submission. We do not guarantee a response to application questions within 48 hours of the closing date.

$3,392.20 (per month) plus benefits; Salary Grade: C1-37
Position: Full-Time, Permanent, 12-months per year
Starting date: As soon as possible upon completion of the search process.

Excellent benefits package which includes medical coverage for employee and eligible dependents, dental, vision care, employee assistance program, long term disability, retirement benefits and basic life insurance. For information on our benefits package that includes medical for employees and dependents, visit our web site: http://hr.fhda.edu/benefits.

Persons with disabilities who require reasonable accommodation to complete the employment process must notify Employment Services no later than the closing date of the announcement. The successful applicant will be required to provide proof of authorization to work in the U.S. All interviewing costs incurred by applicant are the responsibility of the applicant.

For more information about our application process contact:
Employment Services
Foothill-De Anza Community College District
12345 El Monte Road
Los Altos Hills, California 94022
(650) 949-6217

Email: employment@fhda.edu

To apply, visit: https://ch.tbe.taleo.net/CH17/ats/careers/requisition.jsp?org=FHDA&cws=1&rid=843




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