Customer Service Representative

Liaison; Buffalo (NY); On-site; USD 22,000 - 30,000; Full time

Job summary

Liaison is seeking a Customer Service Representative (CSR) to guide applicants through the application journey with phone, chat, and email support. The role includes in-person interaction at our Buffalo, NY office during the first week each month and offers a path from temporary to full-time based on performance.

Responsibilites include handling inbound inquiries, maintaining CRM records, and meeting defined service standards in a fast-paced environment.

Qualifications

• Bachelor’s degree strongly preferred.
• 1-2 years in a customer service role.
• Demonstrated experience with MS Office Suite and web-based information sources.
• Strong interpersonal, written, and verbal communication skills.
• Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity.
• Ability to advocate for applicants and clients.
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment.
• Demonstrated ability to learn quickly between different roles and new responsibilities.
• Understanding of admissions and application process a positive.
• Live in a commutable distance to our Buffalo, NY office.

Responsibilities

• Respond to inbound inquiries and concerns of applicants via telephone, e-mail and chat in a fast-paced, call center environment.
• Maintain accurate records of call data in CRM system
• Meet quantitative and qualitative standards as set by department
• Troubleshoot potential problems with web-based applications including application status, completion updates, and billing inquiries

Skills

Customer service

Communication

Multitasking

Attention to detail

Adaptability

Education

Bachelor’s degree (preferred)

Tools

MS Office Suite

CRM system

Job description

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

Join our team as a Customer Service Representative (CSR), where you’ll play a vital role in helping applicants smoothly navigate their application journey! As a CSR, you’ll be the go-to support through phone, chat, and email, delivering exceptional assistance and guiding applicants through each step with top-tier service. You’ll partner with applicants to make their experience seamless and enjoyable. This role offers the opportunity to connect in person at our welcoming Buffalo, NY office during the first week of each month.

This is a temporary-to-full-time role, with the potential to transition to a permanent position after 90 days based on performance.

Responsibilities

• Respond to inbound inquiries and concerns of applicants via telephone, e-mail and chat in a fast-paced, call center environment.
• Maintain accurate records of call data in CRM system
• Meet quantitative and qualitative standards as set by department
• Troubleshoot potential problems with web-based applications including application status, completion updates, and billing inquiries

Position Requirements

• Bachelor’s degree strongly preferred
• 1-2 years in a customer service role
• Demonstrated experience with MS Office Suite and web-based information sources
• Strong interpersonal, written, and verbal communication skills
• Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity
• Ability to advocate for applicants and clients
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
• Demonstrated ability to learn quickly between different roles and new responsibilities
• Understanding of admissions and application process a positive
• Live in a commutable distance to our Buffalo, NY office