Customer Service Specialist
About The Position
This position serves as a central communications and client engagement hub within the Career Center, providing first-line guidance on Career Center services, programs, and resources, and offering general information and referrals related to AU Abroad. The role engages with over 100 students, parents, faculty, and employers daily via email, phone, and in-person interactions. As a primary point of contact, this position shapes the client experience, establishes service delivery expectations, and ensures timely, accurate, and consistent communication across all channels, connecting constituents to appropriate resources while focusing on Career Center operations.
Requirements
- High school diploma or equivalent.
- 1 - 3 years of relevant experience.
- One year of customer service experience, demonstrating well-developed customer service and information management skills.
- Excellent verbal and written communication skills.
- Able to interact with a diverse set of clientele with a high level of professionalism and diplomacy.
- Must be able to perform multiple tasks, work under pressure, and communicate with friendliness and comfort.
- Ability to work independently and as part of a team.
- Consistently reliable, with an ability to deliver high quality work on a regular basis.
- Proficiency with MS Office Word and Excel.
- Experience with scheduling software or a demonstrated ability to learn new software.
Nice To Haves
- Work or academic experience in a college/university setting.
- Experience in a busy office environment.
- Experience with technology and/or online resources used by the AU Career Center.
Responsibilities
- Serve as the first point of contact for a high-volume, multi-channel communication stream (email, phone, and in-person), responding to and triaging all inquiries with accuracy, professionalism, and sound judgment.
- Manage the daily screening, prioritization, and routing of communications for an office of 30+ staff, ensuring timely follow-up and continuity of service.
- Provide clear, informed guidance on services, resources, and processes, helping clients navigate a complex ecosystem of offerings.
- Set the tone for a welcoming, responsive, and professional office environment.
- Coordinate and maintain core operational systems that support staff effectiveness, including scheduling structures, internal communications tools, and shared resources.
- Manage advisor appointment scheduling and ensure efficient calendar operations.
- Oversee the creation and dissemination of internal materials such as office schedules, organizational charts, and shared communications.
- Coordinate with facilities and IT partners to address space, technology, and equipment needs.
- Serve as the primary trainer for front desk operations, onboarding and mentoring student staff and new team members.
- Maintain and continuously improve the Front Desk OneNote as a dynamic knowledge base, ensuring consistent protocols, procedures, and service standards.
- Identify opportunities to streamline processes and improve communication flow across the office.
- Provide administrative and logistical support to Career Center and AU Abroad staff, adapting to cyclical and seasonal demands.
- Contribute to event execution and support office-wide initiatives and committees as needed.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
