Customer Service Specialist

Burton, OH - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Responsible for the management oversight and delivery of exemplary customer service within the Enrollment Management division including the Offices of Financial Aid and Student Accounts. Analyze and exercise independent judgement in resolving high-level escalation or policy issues. Implement strategic initiatives to enhance customer experience across departments. Maintain a comprehensive system of prospect and applicant records in the Customer Relationship Management (CRM) system and oversee operational and system processes related to customer service. Additionally coordinate and manage the Universitys fly-in programs for prospective students ensuring a smooth welcoming and professional experience from initial contact through the visit.

Responsibilities include:

Analyzing service data and customer feedback to drive process improvements. Exercising independent judgment in resolving high-level escalations or policy issues. Developing and implementing strategic initiatives to enhance customer experience across departments.
Developing service strategies to ensure the management of outstanding customer service with phone calls email communication responding promptly with accurate information and professional -person interactions with prospects applicants and families.
Managing the organization and execution of the fly-in program including working with external constituents to schedule arrange travel secure accommodations plan itineraries and ensure clear communication with participating students and families.
Review business practices on an on-going basis for improvement and efficiency in conjunction with creating and maintaining documentation for customer service protocols ensuring high standards are
consistently met; coordinate ongoing training for support staff and student workers on customer service best practices.
Perform accurate and timely data entry of prospect and applicant records in the CRM system; maintain up-to-date integrated and accurate records. Maintain confidentiality and exercise conflict resolution skills when handling difficult customer interactions always demonstrating a high level of professionalism.

Qualifications include:

Bachelors degree in business administration or related field or equivalent years of work experience.
Minimum of 4 years experience in maintaining highly detailed and accurate databases/systems ability to handle highly confidential information experience working in a deadline-driven atmosphere while managing a multitude of priorities.
Experience in Higher Education admission and enrollment management areas preferred.

This is a full-time 35 hour per week position.

Required Experience:

Responsibilities include:

Analyzing service data and customer feedback to drive process improvements. Exercising independent judgment in resolving high-level escalations or policy issues. Developing and implementing strategic initiatives to enhance customer experience across departments.
Developing service strategies to ensure the management of outstanding customer service with phone calls email communication responding promptly with accurate information and professional -person interactions with prospects applicants and families.
Managing the organization and execution of the fly-in program including working with external constituents to schedule arrange travel secure accommodations plan itineraries and ensure clear communication with participating students and families.
Review business practices on an on-going basis for improvement and efficiency in conjunction with creating and maintaining documentation for customer service protocols ensuring high standards are
consistently met; coordinate ongoing training for support staff and student workers on customer service best practices.
Perform accurate and timely data entry of prospect and applicant records in the CRM system; maintain up-to-date integrated and accurate records. Maintain confidentiality and exercise conflict resolution skills when handling difficult customer interactions always demonstrating a high level of professionalism.

Qualifications include:

Bachelors degree in business administration or related field or equivalent years of work experience.
Minimum of 4 years experience in maintaining highly detailed and accurate databases/systems ability to handle highly confidential information experience working in a deadline-driven atmosphere while managing a multitude of priorities.
Experience in Higher Education admission and enrollment management areas preferred.

This is a full-time 35 hour per week position.

Required Experience: