Contact Customer Service Agent

2 months ago

Jamaica, New York, United States St. John's College Full time

St. John's, established in 1870, has three New York City campuses; international locations in Rome, Italy; Limerick, Ireland; and Paris, France; and study abroad locations around the world. The Princeton Review and other top rankings consistently recognize the University's outstanding academics, diverse student body, dynamic internship, and volunteer opportunities, focus on student life, and diverse study abroad offerings. St. John's University offers more than 100 undergraduate and graduate programs in its six colleges and schools, with a growing number of programs offered online. The University is accredited by the Middle States Commission on Higher Education and 12 other major academic and professional associations.

A dedication to diversity, equity and inclusion is at the heart of our mission.? As a Catholic and Vincentian university, St. John's is committed to institutionalizing practices of inclusive excellence to ensure that we welcome and celebrate the intrinsic worth of all members of our community.? We will become an even stronger university as we enhance equity at every level of our institution.?Our graduates will excel in the competencies and values needed for leadership and service in a rapidly evolving world.

Hours

Monday through Thursday, 8:30 a.m. - 4:30 p.m.

Fridays, 8:30 a.m. - 3:00 p.m.

Title

Contact Customer Service Agent

Department

University Contact Customer Center

Campus

Queens

Job Purpose

Customer Service Agents provide customer service support for Enrollment Management and designated departments and operations and provide exceptional customer service to all through assisting with all university service inquiries, resolving complaints, and providing general support via phone, email, or chat.

To do this, Customer Service Agents must have excellent communication skills, be organized, and possess the ability to stay calm in stressful situations. Additionally, they must be able to accurately document customer interactions and adhere to established policies and procedures. Customer Service Agents must also 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 an on-campus position but has the possibility of becoming remote should the circumstance arise.

Job Responsibilities
  • Respond to general inquiries about the University, including queries about 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 ways of communication by utilizing various systems and applications.
  • Attend ongoing training to keep current with information and systems.
  • Maintain a timely and efficient workflow process 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, which would increase efficiency, productivity, and quality of service.
  • Report to work as scheduled, log on to ACD, and process assignments as delegated by department management.
  • Perform additional responsibilities as required by Management.
Equipment used

Computers and ACD phone system.

Qualifications
  • High School Diploma or associate degree, BS or BA preferred.
  • Must have good interpersonal and communication skills, both verbal and written.
  • Quick learner (ie, can learn and retain large, detailed amounts of information) and decision-maker with the ability to solve problems.
  • Proficient in modern technology, especially computers and Office 365.
  • Precise attention to detail, strong customer service skills, and a professional, courteous work ethic.
Skill Development Areas
  • Communication
  • Time Management
  • Multitasking

In compliance with NYC's Pay Transparency Act, the annual salary for this position is $36,600. St. John's University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.

This position may be relocated to any of St. John's University's physical locations at any time.

St. John's offers a competitive compensation program which is commensurate with your qualifications, experience, and contingent upon the departmental budget. We also offer an extremely comprehensive benefits program to meet the diverse needs of our workforce. Along with exceptional benefits such as medical, dental, life insurance, long term disability insurance, tuition remission, generous 403(b) employer contribution, employee assistance program, and liberal paid time off policies, faculty and staff can also enjoy St. John's performing arts, libraries, bookstores, dining facilities, campus recreation and sporting events

Any offer of employment is subject to receipt by St. John's University of satisfactory references, verification of employment and education.

St. John's University is an Equal Opportunity Employer and encourages applications from women and minorities.?All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, or any other characteristic protected by law.

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