Customer Service Representative

Customer Service Representative

Reporting to the Customer Service Manager of Print & Copy Services, the Customer Service Representative duties include execution of U.S. passport applications, assisting customers with self‑serve printing, and oversight of the student staff working in the operation. In doing so, this position communicates directly with UGA faculty, staff, and students, as well as external customers. The Customer Service Representative also assists the Customer Service Manager with administrative duties related to the operation of UGA Passport Services and the self‑serve printing area of Print & Copy Services.

• Department: VPSA-Dean of Students
• Location:
  
  Athens Area
• Status:
  Full Time, Employee, Non‑Exempt
• Salary: $35,000.00
• Benefits Eligible:
  Yes
• Posting Date: 02/23/2026
• Proposed
  
  Start Date:
  
  03/16/2026

High school diploma or equivalent

We are unable to offer a work visa sponsorship for this position. You must be authorized to work in the U.S. to apply.

• Customer service experience in a retail setting.
• Ability to operate cash registers, printers, and basic office equipment.
• Excellent oral and written communication skills.
• High‑level detail orientation/organizational skills.
• Ability to analyze facts to inform good decision‑making.
• Ability to establish and maintain good relationships with customers and co‑workers.

• Stand or sit for a long period of time.
• Lifting and moving of equipment and supplies.

Serve as U.S. Passport Acceptance Agent (60%)

• Complete all required training from the U.S. State Department and Passport Services.
• Inspect applications for accuracy and completeness.
• Assess and collect proper fees for both U.S. Department of State and UGA for passport services rendered.
• Maintain passport transmittal records.
• Provide passport photography services.

Perform exemplary customer service for Print & Copy Services and UGA Passport Services customers (15%)

• Greet customers at the front counter and assist, as needed in a respectful and pleasant manner.
• Actively observe customers in the self‑serve printing area.
• Look for indications (i.e., body language) customers are having trouble and need assistance.
• Answer the UGA Passport Services phone. Provide accurate information and responses to questions.

Operate the cash register system, formulate daily deposits and maintain financial records for Print & Copy Services and UGA Passport Services (15%)

• Complete PCI compliance training annually.
• Follow correct credit card handling procedures.
• Close and count down the register at the close of each business day.
• Reconcile and produce accurate nightly deposit in the presence of another staff member.
• Ensure the closing duties are safely and properly carried out in accordance with the closing procedures.
• Update revenue summary daily with register payments and online payments.
• Update deposit discrepancy report daily.
• Create invoices in Print Shop Pro for customers, providing a university chart string for self‑serve printing, and update invoices in Print Shop Pro for customers providing a university chart string when online orders are picked up.

Assist the Customer Service Manager with administrative duties related to the operation of UGA Passport Services and the self‑service printing area of Print & Copy Services (10%)

• Assist the Customer Service Manager with the inventory of passport supplies, forms, brochures, and related documents. Evaluate supply inventory once a week notifying the Customer Service Manager of items needed.
• Ensure shop is closed daily and prepared for opening the next day according to established procedures.
• Assist the Customer Service Manager with/and distribute customer feedback tools; compile data.
• Work with the Customer Service Manager on reviewing and providing input on training materials for student staff.
• Assist the Customer Service Manager with the student staff’s operation of all copy/digital equipment.
• Answer process and procedure questions, as needed.
• Report any consistent problems to the Customer Service Manager.
• Serve as a positive role model to the student staff,…