Service Concierge Customer Support Position

Full Sail University Support Tier II Agent

If you're looking for the chance to learn, grow, and make a contribution to the community, look at employment opportunities with Full Sail University. You'll find your choice of career opportunities, great benefits, an environment that welcomes and values creativity, and a work experience that is both challenging and rewarding!

The mission of Full Sail Support is to serve as liaisons between all university departments and the public through multiple communication platforms including phone, face-to-face, and digital channels. FSS agents are responsible for facilitating meaningful connections between students, families, guests, or vendors, and the appropriate divisions that provide timely and compliant resolution to all inquiries. FSS is an ever-present support system to our community by guiding individuals to campus resources.

The Full Sail Support Tier II is primarily responsible for providing support to callers and guests at all stages of their educational journey. Full Sail Support Tier II agents will rotate their time between lobby and call center environments while completing daily tasks that include phone conversations, face-to-face interactions, and data processes in collaboration with multiple university divisions. This is an entry-level customer service position. Provide excellent customer-service to all callers by asking clarifying questions that help agents best assess which university department can service their needs

Serve as a liaison to current and prospective students by reviewing their needs and accurately documenting calls to the appropriate department to resolve individual concerns

Display strong communication skills by monitoring/replying to all communication channels in a timely manner

Support data management projects to ensure timely follow up to student outreach

Provide administration and communication support to Full Sail Security and Operations

Adhere to the departments and university's policies and procedures including strict observance to published phone and compliance guidelines

Be a Full Sail University ambassador embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service

Full Sail Support 2 agents should anticipate interacting with hundreds of students/guests/etc over a variety of mediums daily

Must be able to provide excellent customer service with a polite, professional demeanor

High School diploma required

Customer Service experience preferred

Administrative/Clerical/Reception experience preferred

Computer Skills:

Strong communication skills both verbally and in writing through multiple digital communication tools (email, Slack, etc)

Multi-tasking skills are needed as all Full Sail Support staff are required to answer phones, while navigating through computer system, as well as greeting and assisting guests (almost simultaneously)

Ability to research situations using all available university databases and resources

Comfortable learning new software and navigating cloud-based systems

Familiarity with using multi-line phone systems is preferred

Environmental Factors/Physical Demands:

Work is performed in-person from an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone.