Customer Service Representative - Information Center

Description

SUMMARY STATEMENT

The Customer Service Representative serves as a central point of contact for the College, delivering accurate information and exceptional customer service across phone, email, and in-person interactions. This role requires broad knowledge of the College's programs, services, and processes, along with the ability to ask effective clarifying questions to understand needs and refer individuals to appropriate departments by transferring phone calls.

ORGANIZATIONAL RELATIONSHIPS

A. Reports directly to the Dean of Students.

B. Works closely with the Dean of Students Office, Student Center Welcome Desk student workers, Admissions, Human Resources, Information Technology and other departments across campus.

C. Requires frequent interaction via phone, email, and in person with students, employees, and the public. The position must demonstrate patience, professionalism, and the ability to ask effective clarifying questions to guide individuals to the correct services and information.

DUTIES

1. Deliver professional, courteous, and responsive customer service to students, employees, and community members via phone, email, and in-person interactions.

2. Demonstrate patience, empathy, and a solution-oriented approach when assisting individuals with varying levels of familiarity with the College.

3. Maintain a broad, working knowledge of the College's academic programs, student services, administrative processes, and campus resources to effectively assist a wide range of inquiries.

4. Serve as a knowledgeable first point of contact, helping individuals navigate the College, access appropriate services efficiently, and transfer phone calls accordingly.

5. Use active listening skills and ask thoughtful clarifying questions to accurately assess customer needs and determine appropriate next steps.

6. Provide accurate, up-to-date general information regarding admissions, advising, registration, financial aid, payment processes, and other College services.

7. Resolve routine inquiries independently and refer complex or specialized questions to appropriate departments, faculty, or staff.

8. Communicate clearly and professionally in both verbal and written formats, tailoring communication style to meet the needs of diverse audiences.

9. Provide clear instructions and basic guidance on processes such as admission, course registration, transcript requests, payments, and use of student systems.

10. Utilize College technology systems effectively, including phone systems, multiple email accounts, student information systems, and web-based platforms.

11. Assist students and community members with basic navigation of the College website and student systems (e.g., Ellucian Self-Service, D2L).

12. Monitor and manage the College's main information phone line and shared email accounts, troubleshooting issues in coordination with IT and Admissions.

13. Maintain awareness of campus services, office hours, events, and activities to ensure accurate and timely information is provided.

14. Coordinate referrals by connecting individuals to appropriate offices and ensuring a seamless customer experience.

15. Provide in-person support at the Student Center Welcome Desk as needed, including assisting and helping train student workers.

16. Serve as a back-up for new student and employee ID card processing.

17. Conduct proactive outreach to students when appropriate, including those at risk of self-pay deregistration for non-payment.

18. Maintain and update internal directories, resource materials, and contact information in coordination with Human Resources and the Webmaster.

19. Review website content regularly and recommend updates to improve accuracy and usability based on customer feedback and identified issues.

20. Support student affairs offices as needed and provide feedback to improve the overall student and visitor experience.

21. Assist with special projects and perform additional duties as assigned.

Requirements

EDUCATION AND EXPERIENCE

Associate's Degree preferred and two years of relevant work experience preferred; customer service experience required; higher education experience preferred; strong command of English required; additional language proficiency preferred.


SKILLS AND ABILITIES

Strong interpersonal and customer service skills; ability to actively listen and ask clarifying questions; excellent verbal and written communication skills; ability to manage multiple inquiries at once and work independently; proficiency with office technology, databases, and web navigation; ability to maintain confidentiality and exercise sound judgment


WORKING ENVIRONMENT

Part-time position, work hours Monday-Friday between 8:00 a.m. and 3:00 p.m., with afternoon flexibility; position may be staffed by one employee working up to 29 hours per week or two employees, each working up to 15 hours per week.