Customer Service Representative I - NCC - 993313 **Remote work only in Broward, Dade, Palm Beac[...]

Nova Southeastern University; Palm Beach Gardens (FL); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player seeks a Customer Service Representative to provide exceptional support to students and patients. This role involves addressing inquiries related to admissions, enrollment, and patient care, ensuring first contact resolution. The ideal candidate will possess strong communication skills and a service-oriented mindset, thriving in a dynamic environment. Join a vibrant community committed to academic excellence and innovation, where your contributions will make a meaningful impact. If you have a passion for helping others and a knack for problem-solving, this opportunity is perfect for you.

Benefits

Tuition waiver

Retirement plan

Medical and dental plans

Flexible schedule

Qualifications

• 1 year of customer service experience required.
• Preferred: experience in higher education or healthcare.

Responsibilities

• Deliver exceptional customer assistance across various channels.
• Assist with admissions, enrollment, and financial aid processes.
• Schedule patient appointments and manage electronic records.

Skills

Customer service principles

English language proficiency

Problem-solving

Active listening

Communication

Service orientation

Time management

Social perceptiveness

Education

High School Diploma or Equivalent

Associate or Bachelor's degree

Tools

Banner

Recruit

Avaya

NextGen

Telephony software

Job description

Customer Service Representative I - NCC - 993313 **Remote work only in Broward, Dade, Palm Beach and Lee County**

Join to apply for the Customer Service Representative I - NCC - 993313 **Remote work only in Broward, Dade, Palm Beach and Lee County** role at Nova Southeastern University

Nova Southeastern University (NSU), founded in 1964, is a not-for-profit, independent university known for academic excellence and innovation. It offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans, and more. NSU is committed to the health and welfare of its community and is tobacco-free.

We appreciate your interest in joining NSU and contributing to our vibrant community.

Primary Purpose

Delivers exceptional front-line customer assistance and troubleshooting to patients, students, parents, and staff, addressing inquiries or issues related to admissions, enrollment, registration, financial aid, student records, patient care activities, appointment scheduling, and pre-registration services to ensure first contact resolution.

Job Category:

Non-Exempt

Hiring Range:

$18.25 per hour

Essential Job Functions

1. Supports achievement of key metrics by delivering a seamless, exceptional experience across various customer touchpoints including voice, email, web chats, texts, and faxes.
2. Assists with Admissions, Enrollment, Registration, and Financial Aid processes to address student inquiries and facilitate access to services.
3. Uses ERP and CRM systems to review student records and guide them through enrollment and registration steps.
4. Provides general information on academic procedures, student onboarding, advising, testing, and holds.
5. Leads students through enrollment processes such as web registration, account creation, FAFSA, transcript requests, payment plans, and more.
6. Instructs students on navigating the student portal and reviews submitted forms for completeness.
7. Routes students to appropriate campus offices for further assistance.
8. Schedules patient appointments, accesses Electronic Medical Records (EMR), verifies information, and resolves issues following protocols.
9. Identifies patient liabilities and advises on balances.
10. Coordinates referrals and insurance requirements to maximize patient benefits.
11. Ensures compliance with regulatory and university policies, including HIPAA.
12. Uses telephony software to manage interactions across communication channels.
13. Refers patients and customers to appropriate services and resolves grievances.
14. Verifies that issues are resolved and demonstrates core values in all interactions.
15. Completes assigned projects and performs other duties as required.

Job Requirements

Knowledge, Skills, & Abilities:

• Customer service principles, English language proficiency, clerical procedures, and familiarity with electronic equipment.
• Proficient in problem-solving, active listening, communication, service orientation, social perceptiveness, time management, and self-direction.
• Ability to understand and communicate information effectively, recognize problems, apply rules, and read/write comprehension.

Physical Requirements and Environment:

• Speech recognition and clarity, near vision, ability to travel, and flexibility to work nights or weekends.
• May involve sitting or standing for periods and using various equipment.

Education & Experience:

• High School Diploma or Equivalent
• One year of customer service experience

Preferred Qualifications:

• Associate or Bachelor's degree
• Experience in higher education, student services, healthcare, familiarity with Banner, Recruit, Avaya, NextGen systems, and knowledge of medical/insurance terminology.
• Bilingual in English and Spanish preferred.

Additional Information:

• Not a safety-sensitive position.
• Background screening required.
• NSU complies with ADA and non-discrimination policies.