Customer Service Representative
About The Position
The Customer Service Representative (CSR) will service incoming customers through phone calls, chats, SMS and email inquiries and connect calls, connecting them with the appropriate department based on their need(s) to appropriate group(s). CSR's will also provide outreach to select students through various outbound initiatives. CSR's are responsible for providing excellent customer service, documentation or communications and appropriate follow up. The position follows the schedule: Monday, Tuesday, and Thursday from 1:00 p.m. to 10:00 p.m., Friday from 11:00 a.m. to 8:00 p.m., and Sunday from 9:00 a.m. to 6:00 p.m.
Requirements
- High School Required
- Proficient in relevant computer systems and internet applications such as: Microsoft Office (Word, Excel, Power Point).
- Excellent organizational, written and verbal communication skills.
- Knowledge of administration and clerical processes.
- Exceptional time management, follow-up, multi-tasking and problem-solving skills.
- Ability to stay organized and work in a fast paced environment.
- Energetic, Motivated, Solutions Oriented.
Nice To Haves
- Bachelor's Degree Preferred
- 3+ years Customer service experience Preferred
Responsibilities
- Provide initial support for customers by steering prospects to the appropriate team for service.
- Respond to customer inquiries through phone, chat, email and possibly SMS.
- Support select reserved students to counsel concerns by way of outlined published offers and/or documented counseling practices.
- Document calls, chats, emails and customer information within Salesforce according to standard operating procedures and for tracking purposes.
- Resolve customer issues at the front line.
- Identify customer concerns and escalate to the appropriate department/representative or to the CSR Supervisor, Enrollment Manager and/or Director
- Provide feedback and suggestions for new strategies for success with respect to effectiveness and efficiency in servicing our customers.
- Assist the CSR Supervisor with pilot and outbound call initiatives.
- Stay up-to date on business processes and product knowledge, utilizing internal resources to accurately transfer calls to the appropriate team. Attends continuous training sessions to ensure the highest level of quality.
- Performs other duties as assigned
- Complies with all policies and standards
Benefits
- Health, dental, vision, life and disability insurance
- 401k Retirement Program + 6% employer match
- 15 Days of Paid Vacation Days each Calendar Year
- 12 Paid Holidays + 2 floating holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
