Customer Service Specialist - BOE Adult Education

City of Stamford•Stamford, CT

11d

About The Position

Under the general supervision of the Director of Adult Education or designee, the Customer Service Specialist provides customer service for Adult Education, assists students with enrollment and assessment, coordinates program paperwork and documentation, responds to electronic and telephone inquiries and service requests, and performs related work as required. The role also supports student registration and records, employee onboarding and files, catalog production, vendor coordination, grant data entry, and other administrative processes.

Requirements

Associate’s degree from an accredited college or university in Business Administration, Communications, Human Services, or a related field, and five years of progressively responsible customer-relations experience, including extensive telephone service and computer use; or an equivalent combination of education, training, or experience.
A bachelor’s degree may be substituted for one year of experience.
Knowledge of customer service principles and practices.
Thorough knowledge of office practices, procedures, equipment, filing systems, and telephone techniques.
Proficiency with personal computers and related software, including Microsoft Office Suite (Word, Excel, PowerPoint) and Adobe Pro.
Ability to work effectively and deal tactfully and courteously with the public and other employees.
Ability to maintain confidentiality of sensitive student information.
Ability to work independently and manage multiple tasks with minimal supervision.
Strong verbal, listening, and written communication skills, with problem-analysis and problem-solving abilities.
Ability to compose correspondence, maintain complex clerical records, prepare reports, and complete complex tasks accurately.
Ability to work with individuals from diverse backgrounds.

Responsibilities

Provide first-line customer service for Adult Education; screen visitors and telephone calls and share information about registration, courses, policies, rules, regulations, and procedures.
Respond to electronic and written correspondence.
Compose and type correspondence, reports, forms, schedules, teacher agreements, and confidential documents; proofread materials for accuracy and conformity with standards.
Create and update the Adult Education semester catalog using InDesign and coordinate its creation, updates, and distribution with outside vendors.
Enroll students in classes, collect enrichment enrollment fees, coordinate registration processes and schedules, and register students for the GED exam.
Prepare contracts and new-hire paperwork for incoming staff; maintain employee files, including teacher certification updates.
Orient new employees to procedures, processes, schedules, facilities, and equipment use at Adult Education sites; coordinate with Board of Education HR on paperwork and fingerprinting.
Maintain office filing systems and confidential files and records.
Assist with purchase requisitions and process and justify vendor invoices as needed.
Create cumulative folders and class rosters for enrichment teachers; request usernames and passwords for mandated students and enrichment computer classes.
Request cumulative files for transferring students and transcripts of incoming students.
Work with the facilitator on enrichment offerings and process refunds for canceled or dropped enrichment classes.
Enter, modify, and retrieve student information, class and program lists, and other data using an online computer system.
Provide student attendance, grades, and other information to schools, employers, or appropriate agencies, and send files to schools and colleges upon request for mandated students.
Arrange class locations when needed and inform students of changes.
Provide copies of statewide agreements to the State of Connecticut annually.
Monitor and enter grants into the EGMS database.
Perform special projects and related work as required.