Columbia Southern University
Job Title: Customer Service Representative
Reports To: Supervisor
FLSA Status: Non-Exempt
Hours: Monday through Friday 8:00 a.m. to 5:00 p.m.
Summary Under the direction of a supervisor, manager, or director coordinates and assists within the department.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provide unmatched customer service and promote CSU in a professional and polite manner while following the established department guidelines
Possess required knowledge and skills necessary to communicate information about CSU to prospective students
Maintain established department guidelines for responding to customer needs
Respond to emails within 24 hours
Prospects should receive follow-up via email and phone call every 7 days
Maintain consistent availability for phone rotation, while completing a minimum of 30 external outbound calls and 2 1/2 hours on the phone.
Communicate necessary information to prospective students in order to facilitate a confident and comfortable admissions process and ultimately obtain a new student enrollment
Include proper documentation, contact notes, and follow-up needs within the prospect file
Assist with related and/or unrelated areas of the department upon need (phone rotation, prospect working lists, etc.)
Ensure that escalated situations are communicated with appropriate Team Lead or Supervisor
Other potential duties or responsibilities may be assigned for this position and altered as operationally required
This job has no supervisory responsibilities.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree from four-year college or university required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of Outlook Contact Management systems; Omega Database software; Internet software; Excel Spreadsheet software and Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Columbia Southern University - 14 months ago