Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support the Student Accounts/Bursar’s Office in Bowie, Maryland. This Long-term Contract opportunity is ideal for someone who thrives in a student-focused university setting and enjoys helping others navigate billing and account-related questions. In this role, you will deliver responsive service across virtual, phone, and in-person channels while ensuring each interaction is handled with accuracy, professionalism, and discretion.

Responsibilities:
• Serve as the primary point of contact for students, families, faculty, staff, and campus partners seeking assistance with student account matters.
• Address questions related to tuition charges, billing activity, payment options, refunds, and payment arrangements through phone, virtual, and face-to-face support.
• Investigate account concerns, identify the source of issues, and provide timely, accurate resolutions or appropriate next steps.
• Maintain clear records of customer interactions, follow-up actions, and case details to support service continuity and accountability.
• Coordinate with internal university departments to resolve complex inquiries and ensure a consistent customer experience.
• Manage scheduled appointments and walk-in requests efficiently while balancing multiple priorities in a fast-paced environment.
• Provide guidance on account systems and related processes so customers understand available resources and required actions.
• Uphold confidentiality standards and exercise sound judgment when handling sensitive financial and student information.• Experience delivering customer support in a call center, office, or other high-volume service environment.
• Ability to handle inbound and outbound calls professionally while providing clear and helpful information.
• Strong communication skills with the ability to interact effectively with diverse audiences in person, virtually, and by phone.
• Proven attention to detail and accuracy when reviewing account information and documenting customer interactions.
• Ability to manage competing priorities, stay organized, and maintain composure in a busy setting.
• Comfortable using computer systems for order entry, account review, appointment coordination, and case documentation.
• Commitment to professionalism, confidentiality, and high-quality service in an education or university environment.