Client Services Coordinator

2 weeks ago

Minneapolis, Minnesota, United States Macphail Center for Music Full time
POSITION TITLE: Student Services Representative
REPORTS TO: Student Services Assistant Manager
LOCATION: Twin Cities Metro
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 subbing for team members

Job Overview
The Student Services Representative plays a vital role in delivering exceptional customer service by effectively gathering, documenting, and exchanging information with clients while fostering positive relationships. This position is essential in creating a welcoming atmosphere for students, their families, faculty, and staff, and serves as a key representative of the organization within the community.

KEY RESPONSIBILITIES
  • Engage with clients in person or via telephone to address inquiries related to instructional offerings, pricing, billing, account status, and other relevant matters, ensuring a high standard of customer relations.
  • Provide guidance and insights to clients regarding MacPhail's educational programs, lessons, and performance opportunities.
  • Establish and maintain connections with faculty and other departments to facilitate the flow of information.
  • Document inquiries and interactions accurately to maintain comprehensive records.
  • Address complex service inquiries from clients, exercising judgment to resolve issues within established guidelines.
  • Research and escalate significant or complex 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 temporary departmental projects as assigned, including placement support, financial aid, and faculty calendar reviews.
  • Maintain internal systems, such as room reservations and shared department communications.
  • Assist at various MacPhail locations as needed, including transporting materials.
  • Set up instructional spaces at non-Minneapolis sites as required, including arranging instruments and 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, persuasive speaking. Effective time management and prioritization abilities. Proficient in database management and multi-line telephone operations.

Abilities: Demonstrated empathy and self-control, with a commitment to using positive language and maintaining composure. A proactive approach to customer solutions and the ability to adapt quickly to changing circumstances. Strong analytical skills to understand connections between ideas and processes. Attention to detail and thoroughness in all tasks. Must possess a valid driver's license and the ability to travel to various metro sites as needed.

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