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Full Sail Support Tier II

2 months ago

Winter Park, Florida, United States Full Sail University Full time

If you're looking for the chance to learn, grow, and make a contribution to the community, look at employment opportunities with Full Sail University. You'll find your choice of career opportunities, great benefits, an environment that welcomes and values creativity, and a work experience that is both challenging and rewarding

The mission of Full Sail Support is to serve as liaisons between all university departments and the public through multiple communication platforms including phone, face-to-face, and digital channels. FSS agents are responsible for facilitating meaningful connections between students, families, guests, or vendors, and the appropriate divisions that provide timely and compliant resolution to all inquiries. FSS is an ever-present support system to our community by guiding individuals to campus resources.

The Full Sail Support Tier II is primarily responsible for providing support to callers and guests at all stages of their educational journey. All work will be completed in-person from our campus in Winter Park, Florida. Full Sail Support Tier II agents will rotate their time between lobby and call center environments while completing daily tasks that include phone conversations, face-to-face interactions, and data processes in collaboration with multiple university divisions. This is an entry-level customer service position.

Essential Duties and Responsibilities:

  • Provide excellent customer-service to all callers by asking clarifying questions that help agents best assess which university department can service their needs
  • Serve as a liaison to current and prospective students by reviewing their needs and accurately documenting calls to the appropriate department to resolve individual concerns
  • Perform front desk services in all guest-facing areas by displaying a positive and welcoming demeanor
  • Act as a trainer and mentor to newly hired agents
  • Leverage all university and department resources to ensure accuracy and adherence to the organization's SOPs
  • Display strong communication skills by monitoring/replying to all communication channels in a timely manner
  • Support data management projects to ensure timely follow up to student outreach
  • Provide administration and communication support to Full Sail Security and Operations
  • Make outbound calls as part of follow up efforts during high volume call times
  • Adhere to the departments and university's policies and procedures including strict observance to published phone and compliance guidelines
  • Be a Full Sail University ambassador embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service
  • Contribute to the overall success of the department and Full Sail University by performing all other duties as assigned by leadership
  • Demonstrates a strong commitment to the mission and values of the organization

Supervisory Responsibilities: None

Competencies:

  • Ability to interact with callers, guests, and staff at all levels in a fast-paced environment; Full Sail Support 2 agents should anticipate interacting with hundreds of students/guests/etc over a variety of mediums daily
  • Quick-learner with the ability to relay updated information accurately and consistently
  • Must be able to provide excellent customer service with a polite, professional demeanor
  • Detail-oriented
  • Possesses strong written and verbal communication skills
  • Ability to multi-task and work independently

Education and/or Experience:

  • High School diploma required
  • Customer Service experience preferred
  • Administrative/Clerical/Reception experience preferred

Certificates, Licenses, Registrations: n/a

Computer Skills:

  • Strong communication skills both verbally and in writing through multiple digital communication tools (email, Slack, etc)
  • Multi-tasking skills are needed as all Full Sail Support staff are required to answer phones, while navigating through computer system, as well as greeting and assisting guests (almost simultaneously)
  • Ability to research situations using all available university databases and resources
  • Comfortable learning new software and navigating cloud-based systems
  • Familiarity with using multi-line phone systems is preferred

Environmental Factors/Physical Demands:

Work is performed in-person from an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to walking, standing, bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds.

Full Sail is an Equal Opportunity Employer.