Customer Service Representative

» Customer Service Representative
Call Center & Customer Service
in Pittsburgh
, PA
Reference: 19-03974

Summary:

Customer Service Representatives are responsible for securing, retaining, and maintaining qualified applicants for online undergraduate admission to the university, operating in compliance with state and federal accreditation and institutional policies, and include performing job functions within the parameters of ethical codes of conduct; all of which is done in a shared workflow.

Essential Duties and Responsibilities:

  • Behave as an ambassador and embrace our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service
  • Field and service prospective students, engage in compliant and customer-service oriented interviews, and recommend students for enrollment when they have been determined to be a strong candidate for admission
  • Accurately and completely explain educational programs, expected outcomes, student services, and financial considerations (at a compliant level) to potential students, their parents, and other internal and external clients
  • Inquire with all prospective students regarding the verification and discovery phases and complete follow-up calls to ensure they satisfactorily meet deadlines
  • Accurately update student records, dialer dispositions, and other vital pieces of the shared workflow

Other Responsibilities:

  • Adhere to policies and procedures
  • Maintain strict confidentiality of company and personnel information
  • Adhere to company attendance standards
  • Perform other duties as assigned

Competencies:

  • Ability to relate, understand, and engage prospective students
  • Strong attention to detail, organizational skills, and the ability to multi-task in a fast-paced environment are required
  • Understand and accurately apply customer service techniques
  • Excellent listening and problem-solving skills
  • Positive attitude and self-motivated

Education and/or Experience:

  • Bachelor’s degree preferred

Computer/Equipment Skills:

  • Proficiency using software programs such as MS Word, PowerPoint, Excel, and Outlook