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Contact Customer Service Agent

3 months ago

Queens, United States St. John's University 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**:
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.

**Responsibilities**:

- Respond to general inquiries about the University, including queries about Admissions, Registrar, Financial Aid, Loans, and IT Help Desk.
- 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 **u**sed**:
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 (i.e., 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

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