Customer Service Representative

Customer Service Representative

At Liaison, we've helped higher education institutions build better, more diverse classes for three decades. Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we're building the data- and mission-driven team that will reinforce our role for decades to come.

Liaison International is a rapidly growing Information Technology company that is the leading provider of centralized and non-centralized enrollment systems of applicants in the health professions, colleges and universities. Each year we process over two million applications, supporting software solutions for every stage of applying from student recruitment to managing admissions. In Customer Service, we help applicants with any questions or problems they have with our Central Application Service (CAS) via phone, email and chat.

We are a work hard play hard environment. We are geared towards helping where it really matters. In return we expect that our employees to bring a strong work ethic and focus on job knowledge, productivity and quality of work.

Training:

We will teach you how our Central Application Service (CAS) works for Liaison. We will explain how all the component parts of Liaison work together to provide the best application service in the industry. We support over 90 CASs, but in our 2-week training we will teach 3-4 of our regular CASs. During training, there will be 3 knowledge checks (two during the training, and one final). These knowledge checks are open book. It is required that you pass these with, at least, and 80% score. If you do not pass on the first attempt, a second attempt will be allowed. If the second attempt is not passed, you will be removed from the training program.

100% Attendance is expected during the duration of training.

With employee experience we will train you in new CASs throughout the year. We also teach you to use our internal tools that are necessary to support our applicants. We also provide regular 1 on 1 coaching with your team leads to support you once you are out of training.

Hours:

We are open 24/7. However, when you start, your hours will be Monday-Friday, 9AM-5:30 PM EST (4:00PM – 12:30AM Beirut Time), handling phone calls and emails. After 3 months, you might get the opportunity to bid on other shifts, including late shifts and weekends. You will also get the opportunity to bid on Chat and Email shifts (No Phone).

In October – early December, there is an expanded opportunity to work later shifts and weekends. There may also be OT available throughout the year (as business needs dictate) but specifically during October – December. During this busy timeframe, time off requests may be more limited as this is our busiest season, but we make accommodations as we can.

Job Description:

An Admissions Representative for the Centralized Application Services (CAS) department is the front-line communicator with all applicants and is responsible for best-in-class service via telephone, email, and chat.

Accountabilities:

• Responds to inbound inquiries and concerns of applicants via telephone, chat, or email in a fast-paced, call center environment.
• Maintains accurate records of call data in CRM system
• Meets quantitative and qualitative standards as set by department
• Troubleshoots potential problems with web-based applications including application status, completion updates, and billing inquiries

Position Requirements:

• Bachelor's degree strongly preferred
• 2-4 years in a customer service role
• Demonstrated experience with MS Office Suite and web-based information sources
• Strong interpersonal, written, and verbal communication skills
• Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity
• Ability to advocate for applicants and clients
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
• Demonstrated ability to learn quickly between different roles and new responsibilities
• Understanding of admissions and application process a positive
• Reliable transportation to the office
• This is mainly an in-office position (to be confirmed)