Customer Service Representative

Job Description

Job Description

Position Overview:

 

The Customer Service Representative, is responsible for the successful administration and operational execution of Pre-Licensing and Post-Licensing, communication. This role serves as the central coordination point between students, instructors, sponsors, regulatory agencies, and internal teams — ensuring a high-quality educational experience and full compliance with state licensing requirements.
This position requires a detail-oriented professional with strong organizational skills, a commitment to accuracy, and the ability to manage multiple concurrent priorities. The Program Coordinator plays a key role in student success, regulatory compliance, instructor support, sponsor relations, and operational excellence.

What You'll Do:

Manage student communications throughout the lifecycle of Pre-Licensing and Post-Licensing programs.
– Send course welcome communications, exam information, completion requirements, and deadline reminders.
– Communicate exam eligibility, retake procedures, and next steps following course completion.
– Provide guidance regarding licensing applications, background checks, and state exam registration.
– Conduct proactive student outreach and follow-up to support successful completion and licensure.
– Document and track student feedback to identify trends and opportunities for improvement.
– Respond to student inquiries and provide operational support related to course participation.
Course Administration & Exam Operations
– Coordinate operational activities for classroom, livestream, and online education programs.
– Load and administer progress exams, final exams, and exam preparation materials.
– Monitor student completion of required coursework and preparation activities.
– Verify student eligibility for final examinations and manage pass/fail processing and notifications.
– Coordinate exam scheduling, retake processes, and all exam-related communications.
– Maintain accurate student records and course completion documentation.
– Ensure timely completion of course evaluations and student engagement activities.
Regulatory Compliance & Commission Reporting
– Prepare and submit required reports and course summaries to state regulatory agencies.
– Verify course completion records, enrollment counts, pass/fail results, and reporting accuracy.
– Ensure compliance with all Commission reporting requirements and established deadlines.
– Maintain documentation supporting course completion and regulatory submissions.
– Research and resolve discrepancies in student records and reporting data.
– Coordinate corrections and updates to previously submitted records as necessary.
Instructor Support & Program Coordination
– Provide instructors with class rosters, student progress reports, and final course results.
– Communicate pass/fail outcomes and course completion information to instructors.
– Coordinate administrative activities supporting course delivery.
– Serve as liaison between instructors and internal operational teams.
– Support the successful execution of education programs and instructor needs.
Continuing Education Sponsor Management
– Coordinate Continuing Education sponsorship programs and related partnerships.
– Serve as the primary operational contact for sponsors participating in educational programs and events.
– Manage sponsor communications, scheduling, logistics, and fulfillment of sponsorship commitments.
– Maintain sponsor records and participation tracking.
– Support sponsor retention through responsive communication and effective program execution.
Career Expo & Event Coordination
– Coordinate career expos, networking events, and student engagement initiatives.
– Manage event logistics, registrations, communications, vendor coordination, and preparation.
– Serve as the primary point of contact for participating employers, sponsors, and attendees.
– Track attendance, participation, and event outcomes.
– Support initiatives designed to increase student engagement and career placement opportunities.
Reporting, Systems & Data Management
– Utilize student information systems, learning management systems, CRM platforms, and internal databases.
– Maintain operational spreadsheets, tracking tools, and program records.
– Generate reports related to enrollments, completion rates, pass/fail outcomes, and operational performance.
– Audit data for accuracy and completeness across internal and external reporting systems.
Process Improvement & Operational Excellence
– Document operational procedures and maintain up-to-date process documentation.
– Identify opportunities to improve efficiency, accuracy, compliance, and the student experience.
– Assist with the implementation of new operational processes and systems.
– Participate in special projects and departmental initiatives.
– Support continuous improvement efforts across the Education Operations function.

What You'll Need to Succeed:

Associate degree or equivalent combination of education and work experience.
– Two or more years of experience in program coordination, education administration, operations, customer service, or a related field.
– Strong organizational and project coordination skills with demonstrated ability to manage multiple priorities.
– Excellent written and verbal communication abilities.
– Strong attention to detail and commitment to accuracy.
– Ability to meet deadlines and adapt in a fast-paced environment.

Preferred
– Bachelor’s degree.
– Experience in education, licensing, compliance, regulatory operations, or workforce development.
– Familiarity with learning management systems, CRM platforms, or student information systems.
– Experience coordinating events, sponsorships, or external partnerships.
– Background in reporting and data analysis.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.