Contact Center Team Member

Higher Education; Bethpage (NY); On-site; USD 40,000 - 50,000; Full time

Job summary

A university in Farmingdale, NY is seeking a Contact Customer Service Agent to provide support for various departments. This front-line position requires excellent communication and customer service skills. The role involves responding to inquiries, supporting outreach efforts, and maintaining efficient workflows. Candidates should have a high school diploma or associate degree, with a preference for higher education. The position currently requires on-campus work with potential for remote flexibility.

Qualifications

• Proficient in Office 365 and comfortable with modern technology.
• Good verbal and written communication skills.
• Quick learner and capable of retaining detailed information.

Responsibilities

• Respond to inquiries regarding admissions, registrar, financial aid.
• Support student outreach campaigns via multichannel communications.
• Maintain efficient workflow based on department objectives.

Skills

Interpersonal skills

Attention to detail

Customer service skills

Communication skills

Problem-solving

Education

High School Diploma or Associate Degree

BS or BA preferred

Tools

Office 365

ACD phone system

Job description

Overview

Title: Contact Customer Service Agent

Department: University Contact Customer Center

Location: Farmingdale, NY (on-campus position with potential to become remote)

Schedule: Monday through Thursday, 8:30 a.m. – 4:30 p.m.; Fridays, 8:30 a.m. – 3:00 p.m.

Job Purpose: Provide customer service support for Enrollment Management and designated departments and operations and provide exceptional customer service to all. This includes assisting with all university service inquiries, resolving complaints, and providing general support via phone, email, or chat. Requires excellent communication skills, organization, and the ability to stay calm in stressful situations. Must accurately document customer interactions and adhere to established policies and procedures, and remain current on job updates and services to provide accurate information when needed.

This front-line customer service position requires precise attention to detail, strong customer service skills, and a professional and courteous work ethic and demeanor. Work hours are varied. This position is currently on campus but may become remote should circumstances arise. Expect a fast-paced work environment with many moving parts. The role requires the ability to thrive under pressure and tight timelines and strong time management to manage multiple priorities. Be prepared to adapt quickly to changing situations and demands. Perseverance and commitment in tackling challenges and achieving goals.

Equipment Used: Computers, ACD phone system

Responsibilities

• Respond to general inquiries regarding the University, including Admissions, Registrar, Financial Aid, Loans, and IT Help Desk.
• Support student outreach campaigns for various departments by contacting customers via telephone, email, or chat.
• Satisfy, respond to, or redirect (as necessary) all incoming multichannel communications using various systems and applications.
• Create tickets and apply comments for each interaction.
• Attend ongoing training to stay current with information and systems.
• Maintain a timely and efficient workflow based on department objectives and standards.
• Assist other team members as needed and designated by the department.
• Provide insight, suggestions, and comments on operational procedures, analysis, and training issues to management to increase efficiency, productivity, and quality of service.
• Report to work as scheduled, log on to ACD, and process assignments as delegated by management.
• Additional responsibilities as required by Management.

Qualifications

• High School Diploma or Associate Degree; BS or BA preferred.
• Good interpersonal and communication skills, both verbal and written.
• Quick learner with ability to learn and retain detailed information and solve problems.
• Office 365 proficiency; comfortable with modern technology and computers.
• Precise attention to detail and strong customer service skills with a professional, courteous work ethic.