Customer Service Coordinator AS7145

Oklahoma State University•Stillwater, OK

17d•Onsite

About The Position

This position is responsible for creating and maintaining exceptional customer service for prospective students and their families in the Office of Undergraduate Admissions and Recruitment. The successful candidate will be a knowledgeable and friendly individual with proven people skills and the ability to create an unforgettable, positive experience for our guests.

Requirements

Bachelor's (degree must be conferred on or before agreed upon start date)
Two years of relevant experience, in a higher education setting or related field, including customer service and internal client management, with supervisory or leadership experience.
Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the guest, collaborate with others, solve problems creatively and demonstrate high integrity.
Anticipate service needs and proactively provide solutions.
Work effectively within a team environment while also leading customer service staff and accomplishing relevant projects and duties.
Exceptional written and verbal communication and technical skills are necessary.

Nice To Haves

Master's
Four years of related experience with an extensive background as a leader and innovator in customer service including supervision of customer service staff.
Completion of OSU Ambassador Program or comparable program.
Microsoft Excel and Office tools
Knowledge and experience with OSU processes, systems, and services

Responsibilities

Lead a team of customer service specialists and students to connect with guests by asking open-ended questions and proactively offering solutions to meet their needs.
Hire, onboard, manage, train and model exceptional service standards to all members of the customer service team.
Develop and maintain a customer service team schedule with adequate office coverage.
Maintain a positive, professional warm and welcoming atmosphere at all times in the front office.
Take a proactive role in maintaining OSU brand standards through interactions with guests, visual appearances throughout the office and exceptional housekeeping standards in the front office space.
Coordinate with all teams in the department to stay informed about the innerworkings of the Office of Undergraduate Admissions and Recruitment and general information about OSU.
Establish measurable service goals for the department.
Evaluate phone, email and chat conversations and provide feedback and training as needed.
Monitor daily customer service team output and promote its successes.
Develop and execute ongoing customer service initiatives, training and engagement for customer service team designed to meet the university’s enrollment goals.
Plan and implement strategies to market the University to prospective students and families.
Respond to and manage high-level customer service inquiries as assigned by division and departmental leadership.
Maintain confidentiality and sensitivity in handling student information.
Serve as a trustworthy liaison between the Office of Undergraduate Admissions and Recruitment, campus partners and the general public.