Customer Service Specialist - BOE Adult Education

City of Stamford; Stamford (CT); On-site; USD 45,000 - 65,000; Full time

Job summary

City of Stamford seeks an experienced administrative professional to support Adult Education services. Under supervision, you will assist students with enrollment, respond to inquiries, coordinate paperwork, and help maintain records and schedules across sites.

You will also prepare contracts, process registrations, manage files, and collaborate with HR and vendors to ensure compliance and timely reporting for GED programs and enrichment offerings.

Qualifications

• Graduation from an accredited college or university with an Associate’s degree in Business Administration, Communications, Human Services or related field, and five (5) years of progressively responsible experience in customer relations including extensive telephone service and use of computers.
• A bachelor’s degree may be substituted for one year of experience.

Responsibilities

• Provide first line customer service for Adult Education; screen visitors and callers and inform about registration and policies.
• Compose and type a wide variety of materials including correspondence, reports and confidential documents.
• Enroll students in classes and coordinate registrations for ESL and GED programs.
• Maintain employee and student records; assist with contracts and new hire paperwork.
• Input and retrieve student information and class lists using online systems; communicate with schools and agencies as needed.

Skills

Customer service

Office software

Multitask

Communication

Telephone etiquette

Confidentiality

Problem solving

Written communications

Education

Associate degree in Business Admin / Communications / Human Services

Tools

Microsoft Office Suite

Adobe Pro

Job description

Under the general supervision of the Director of Adult Education or designee is responsible for providing a high degree of customer service related to Adult Education; assist students with the enrollment and assessment process; coordinate paperwork flow and documentation for Adult Education programs; expedites the response to electronic and telephone inquiries and service requests; undertakes other related work and assignments as required.

• Provides first line customer service for Adult Education; screens visitors and telephone calls, provide information to students, representatives of other agencies and the public regarding registration, course offerings, policies, rules, regulations and procedures. Responds to electronic and written mail correspondence.
• Composes and types a wide variety of material, including, but not limited to correspondence, reports, forms, schedules, teacher agreements and other confidential documents.
• Creates and updates Adult Education semester catalog using InDesign software.
• Work with outside vendors on the creation, update and distribution of catalog.
• Proofreads correspondence, reports, records and other material for spelling, grammar, punctuation, accuracy, completeness and conformity with established standards.
• Enroll students in classes and collect enrichment enrollment fees.
• Coordinates student registration processes and schedules including ESL registration.
• Prepare contracts and new hire paperwork for all incoming staff.
• Maintain employee files, which includes updating teacher certification.
• Orient new employees to procedures, processes, schedules, facilities and equipment use at the Adult Education sites.
• Work with Board of Education HR to process paperwork and complete fingerprinting.
• Maintains office-filing systems; maintain confidential files and records.
• May assist with the preparation of purchase requisitions and process and justify invoices from vendors.
• Register students for the General Education Development (GED) exam.
• Create cumulative folders and class roster for enrichment teachers.
• Request username and password for mandated students and enrichment computer classes.
• Request cumulative files for transferring students and transcripts of incoming students.
• Works in conjunction with facilitator on enrichment offerings.
• Process refunds for canceled or dropped enrichment classes.
• Inputs, modifies and retrieves student information, lists of classes and programs, and other data from a variety of files and records using an on-line computer system.
• Provides information to other schools, employers or appropriate agencies regarding student attendance, grades and other information and sends files to other schools and colleges upon request for mandated students.
• May arrange locations for classes and informs students of any changes.
• Provide (annually) to the State of Connecticut copies of statewide agreements.
• Monitor and enter all grants into the EGMS database

• Performs special projects and related work as required.

• Knowledge of proper customer services principles and customer service practices.
• Thorough knowledge of office practices, procedures and equipment, including filing systems, and telephone techniques.
• Skilled in the operation of a personal computer and related computer software; proficient in Microsoft Office Suite (Word, Excel, Powerpoint) and Adobe Pro.
• Ability to work effectively, as well as deal tactfully and courteously, with the general public and other employees.
• Ability to maintain confidentiality with respect to sensitive student information.
• Ability to work independently and effectively manage multiple tasks with minimal supervision.
• Possess strong verbal, listening and written communication skills; adapt at problem analysis and problem solving.
• Ability to compose correspondence, maintain complex clerical records and prepare reports.
• Ability to complete complex tasks with accuracy.
• Ability to work with individuals from diverse backgrounds.

Graduation from an accredited college or university with an Associate’s degree in Business Administration, Communications, Human Services or related field, and five (5) years of progressively responsible experience in customer relations including extensive telephone service and use of computers OR any equivalent combination of education, training or experience as described above.

A bachelor’s degree may be substituted for one year of experience.

SCOPE OF EXAMINATION:

No written examination will be administered. Candidates will be evaluated based on their responses to the supplementary questions.