Customer Service Representative

SUMMARY

Receives phone calls and electronic communications from internal and external customers, in many cases serving as first point of contact with the College. Supports customer service by providing answers to inquiries or links to appropriate party or academic and student service support offices as needed. Processes requests, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Duties and Responsibilities include, but are not limited to:

• Answers incoming calls to the College's call center from internal callers, community members, new, continuing and returning students and responds to their inquiries or directs call as appropriate.
• Serves as point of contact for electronic communications and mailings received from both students and non students. Responds to and processes requests for information including those initiated by the marketing and communications and the enrollment management departments related to recruitment and retention activities.
• Encourages potential students to enroll and provides support to potential and existing students by researching inquiries as needed, obtaining follow up information from the appropriate department, communicating the information and following up to ensure customer satisfaction.
• Initiates external communications including welcome calls to new students and follow up calls to potential students. Provides information including course cancellations and changes.
• Enters and updates student information into college-wide databases and systems. Provides other support functions related to the College enrollment/retention and marketing process.
• Processes credit card payments.
• Performs other related duties as assigned.

• Minimum of three (3) years experience working in a call center environment
• Experience in a fast paced, high call volume, structured environment, with emphasis on inbound/outbound calling, telemarketing or telephone sales
• Strong commitment to customer service
• Skills in customer service, basic math, grammar and basic level skills in word processing (MS Word) and spreadsheet application (MS Excel)
• Ability to handle a high call volume while maintaining integrity and accuracy;
  Excellent communications skills (interpersonal, verbal and written)
• Ability to work as a member of a team as well as an individual contributor
• Must have sensitivity to respond appropriately to the needs of the community

• Working knowledge of college academics and student affairs support systems;
  Proficient in speaking both English and Spanish

Must be able to occasionally stand; walk; reach with hands and arms; stoop, kneel,crouch, or crawl. Must be able to regularly use hands to finger, handle or feel. Must be able to frequently sit; talk or hear; and lift up to 10 pounds unassisted. Must be able to work in an environment with a moderate noise level.

Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.