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Client Services Coordinator
2 months ago
POSITION: Student Services Representative
REPORTS TO: Student Services Assistant Manager
STATUS: Non-exempt; .33 FTE; 13 hours per week
SCHEDULE: Core Hours: Saturday 9:00 AM – 5:00 PM, Sunday 12:00 PM - 5:00 PM
Additional hours available through substituting for team members.
Position Summary
The Student Services Representative plays a vital role in delivering exceptional customer service by collecting, documenting, and sharing information with clients in a way that fosters positive relationships. This position is essential in building community connections through meaningful interactions with students, their families, faculty, and staff, serving as the face of the organization.
Key Responsibilities
- Engage with clients in person or via phone to address inquiries regarding program availability, pricing, billing, account status, and other related matters, ensuring positive customer relations.
- Provide guidance and information to clients about the organization’s classes, lessons, and performance opportunities.
- Establish and maintain relationships with faculty and other departments to facilitate information exchange.
- Document inquiries and interactions accurately.
- Address complex service inquiries and utilize judgment to resolve service or technical issues within established guidelines.
- Research and escalate significant issues to department leadership or relevant internal experts for resolution.
- Manage student registrations and related processes, including payments, re-registrations, refunds, and accounts receivable.
- Contribute to ongoing and special departmental projects as assigned, including placement support, financial aid, and training new staff.
- Maintain internal systems for room reservations, retail transactions, and shared departmental communications.
- Assist at various organizational sites as needed and transport materials as required.
- Set up instructional spaces at non-primary sites as requested, including moving necessary equipment.
- Perform other related duties as assigned.
Qualifications
Education and Experience: High school diploma or equivalent. 3-5 years of experience in customer service. 2-4 years of experience with CRM systems or databases, including data entry and queries, as well as proficiency in Outlook, Excel, Word, and handling multi-line telephones.
Skills: Strong communication skills, including active listening and clear speaking. Effective time management and prioritization abilities. Proficient in database management and multi-line telephone operations.
Abilities: Capacity to demonstrate empathy and self-control, utilize positive language, maintain composure, and exhibit a welcoming demeanor. Willingness to learn and take ownership of customer solutions. Ability to adapt quickly, think critically, and maintain attention to detail. Must possess a valid driver's license and have the flexibility to substitute for colleagues as needed.
Physical Requirements:
Frequent lifting and carrying of items up to 25 lbs. Regular transitions between sitting and standing. Ability to sit or stand for extended periods and engage in keyboarding tasks. Occasional pushing and pulling of equipment at various sites.
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