Job Description
About the position
- Responsibilities
- Maintain high levels of student satisfaction
- Maintain accurate documentation of all interactions within Salesforce
- Field a high number of calls for quick resolution or next level transfer to appropriate departments
- Utilize strategic thinking to ensure prompt resolution of issues
- Respond to student requests in a timely manner
- Meet or exceed assigned performance metrics
- Utilize and navigate internal systems to answer student inquiries
- Manage a successful pipeline of prospective and current students to the right department using Salesforce.
- Requirements
- Experience with Microsoft Office software (Word, Outlook, Excel, PowerPoint)
- Professional communication skills
- Minimum 2 years of Call Center Customer Support experience in a high-volume environment
- Experience with CRM software required (Salesforce preferred)
- At least one year of experience in a customer support role
- Ability to understand the needs and challenges faced by student learners
- Ability to communicate effectively through multiple channels and across departments in both written and oral forms
- Strong interpersonal, problem solving, and customer service skills
- Genuine desire to help students start and continue their education
- Ability to work independently with a sense of urgency and set goals
- Ability to adapt to working with individuals of various backgrounds
- Ability to work in an ambiguous environment while remaining solution-focused
- Ability to identify student needs and direct accordingly
- Ability to learn relevant changes and stay current with information.
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