Job Description

Seeking qualified customer service associates for administrative departments of colleges and universities. Individuals will offer multi-channel support for enrollment and other administrative offices to include: financial aid, admissions, bursar, registrar and housing.

Respond to inbound and outbound calls while improving operational efficiency and boosting school retention. Respond to email inquiries. Communicate with students and answer questions and provide information about the college/university. Field questions regarding enrollment, financial aid, course registration and housing. Individuals will also provide updates on institutional, state and federal policies that may impact students and families.

The position starts onsite in Hunt Valley, but will transition to remote work after 3-4 in office training period

RESPONSIBILITIES:

• Answer calls and respond to emails. 
• Handle customer inquiries both over the phone and by email. 
• Research required information using available resources 
• Manage and resolve customer complaints. 
• Provide customers with product and service information. 
• Enter new customer information into system.
• Route calls to appropriate resource. 
• Follow up customer calls where necessary.
• Document all call information according to standard operating procedures. 
• Experience with Microsoft Office 
• Must be able to work in a fast-paced environment 
• Must be able to follow both written and verbal instructions 
• Must have basic math skills (word problems, percentages, multiplying fractions)
• Must be able to write paragraphs to summarize conversation to your client (pre-assignment testing on this) 

REQUIRED EXPERIENCE/EDUCATION:

• High School diploma or equivalent. 
• Prior CSR experience and/or the client specific industries of healthcare and/or higher education are preferred. 
• Bi-lingual (i.e. fluent in speaking and understanding Spanish) is a plus.

SKILLS AND ABILITIES:

• Strong written and oral communication skills. 
• Knowledge of company policies and procedures. 
• Systematic and organized approach to problems. 
• Skills and knowledge of Outlook, MS Word and Excel are highly preferred. Keyboard skills are necessary in order to quickly and accurately document customer accounts when any action is taken. 
• Excellent telephone customer service skills are required.

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