Duties include providing customer service-related support to units in matters related to property accounting and equipment management. This position serves as a primary liaison to departments, assisting in maintaining the integrity of the Banner fixed asset module and ensuring clean transaction flow and processing between Banner, FABweb, SWIS, and the Biennial Inventory systems, including identifying and correcting entries as needed. This position is responsible for administering customer service functions by responding to complex inquiries — including those requiring coordination or approval from higher-level personnel — to provide and clarify information regarding State of Illinois and University policies, procedures, and provide training to departmental officials and staff when needed. The position also supports the administration of the mandated Biennial Inventory process by creating, updating, revising, and retrieving related records and files, which may include confidential materials, and communicating with Unit Heads and Unit Contacts to ensure compliance and follow-up. Additionally, under direction, this position performs administrative support tasks and other assigned duties to facilitate surplus warehouse operations and services administered by University Accounting and Financial Reporting (UAFR) and University Property Accounting and Reporting (UPAR). This work requires in-depth knowledge of University and departmental policies and procedures to ensure all responsibilities are carried out in compliance with applicable state and federal guidelines and regulations.

Duties & Responsibilities

Responds to complex inquiries from campus units regarding equipment record updates and submissions. Reviews equipment records for accuracy, contacts departments as needed to clarify information, and ensures transactions are properly communicated and entered into Banner Fixed Asset using FABweb, SWIS, and the Biennial Inventory system. Maintains detailed records of customer interactions, issues, and resolutions.
Provides surplus disposal and biennial inventory training to departmental officials and staff through one-on-one or online sessions, ensuring a clear understanding of policies, procedures, and related system functions. Composes and updates training materials and documentation as needed.
Coordinates the technical and administrative components of surplus warehouse operations to ensure accurate integration of transactions between FABweb, SWIS, Banner, and the Biennial Inventory system. Research complex issues, identify underlying problems or trends, and work with AITS or other units to resolve errors. Keeps supervisors informed of any ongoing technical or customer service concerns.
Processes capitalized equipment disposals for all universities by running queries in MS Access and reviewing reports on a monthly, quarterly, and annual basis. Reviews and verifies information for accuracy and completeness and maintains appropriate documentation and records.
Assists with the preparation and implementation of the Biennial Physical Inventory process each year by creating, updating, and revising related records and files, which may include confidential materials. Communicates with Unit Heads and Unit Contacts to monitor progress, track completion, and provide timely follow-up to resolve issues or exceptions. Reports unresolved issues or compliance concerns to higher-level personnel as appropriate.
Provides assistance to units regarding batch upload transactions, reviewing property transaction error records, and helping departments troubleshoot, correct, and resubmit rejected entries. Records and tracks resolution outcomes to support quality control and identify recurring trends or training needs.
Researches, resolves, and responds to complex inquiries regarding equipment accounting, surplus, and property management processes. Communicates information or clarifies policy interpretations for units, escalating issues to higher-level personnel when required. Composes detailed correspondence, maintains accurate customer records, and provides recommendations for process improvements.
Performs administrative support tasks such as proofreading correspondence, maintaining logs and files, operating office equipment, and assisting with special projects. Performs other duties appropriate to the Customer Service Representative classification as assigned by the immediate supervisor or Property Accounting management.

QUALIFICATIONS

High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories:
- College coursework in business administration, communications, public relations or a closely related field 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)
- 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

Strong interpersonal skills required to provide effective customer service by responding to complex inquiries, clarifying information, and ensuring courteous and accurate communication of policies and procedures administered by the Office of University Property Accounting and Reporting.
Specialized knowledge about the regulations set forth by the State Property Control Act and related Central Administrative Services Administrative Code, University policies and procedures (with special emphasis on Section 12), and University Property Accounting and Reporting operating policies and procedures, in order to explain and apply them accurately to customer inquiries.
Knowledge of and ability to use FABweb operation and Banner fixed asset, general ledger, and procurement modules, screens, and forms to research information, maintain accurate records, and resolve customer service or transaction-related issues.
Knowledge about accounting principles and practices to ensure accuracy and consistency in transaction processing and documentation.
Ability to access Eddie and other Banner-related reports, ensuring quality control and providing follow-up communication or clarification as needed.
Proficiency with computer skills to perform assigned duties using: Banner, Microsoft Word, Microsoft Outlook, Microsoft Excel, and Internet Explorer, including creating correspondence, reports, and records of customer interactions.
Excellent keyboarding, grammar, and proofreading skills, with strong emphasis on accuracy and application of business writing techniques, to compose complex correspondence, reports, and documentation that maintains a professional presentation.
Proficiency with office equipment, including calculators, photocopiers, printers, and facsimile machines, as well as standard administrative support tasks such as proofreading, data entry, and file maintenance.
Ability to comprehend, interpret, and apply University policies and procedures in the performance of assigned duties, exercising sound judgement and discretion when communicating or resolving customer issues.
Ability to work independently and exercise good judgment and discretion in the performance of assigned duties.
Knowledge and respect of policies and procedures outlined for the University of Illinois.

APPOINTMENT INFORMATION
This is a 100% Full Time Civil Service Customer Service Representative position. The expected start date is as soon as possible. Sponsorship for work authorization is not available for this position. System Office jobs such as this one are not eligible for the Referral Program.

The budgeted salary range for the position is $40,914.08 - 43,418.70. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

Benefits eligible positions include a comprehensive benefits package which offers: Health, Dental, Vision, Life, Disability & AD&D insurance; a defined benefit pension plan; paid leaves such as Vacation, Holiday and Sick; tuition waivers for employees and dependents. Click for a complete list of Employee Benefits.

APPLICATION PROCEDURE & DEADLINE INFORMATION
For full consideration, please click the APPLY NOW link on this page to submit an application on the university portal accepting applications for this system office position by 6 pm on 11/17/2025.

System Human Resource Services
(217) 333-2600
erhr@uillinois.edu

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the System Human Resource Services, Diversity, Equity and Inclusion at 217-333-2600, or by emailing ADAaccessibility@uillinois.edu.

Requisition ID: 9000888
Job Category: Civil Service
Campus Location: Urbana

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