Customer Service Representative

Job Summary

The Customer Service Representative position is responsible for assisting customers (primarily TROY students and parents) by answering incoming phone calls regarding financial aid, admissions, student account services, enrollment management, and other related departmental areas. The role involves responding to inquiries, resolving issues, and fulfilling requests. Staff will also assist with clerical duties during the call center’s off-peak periods as needed.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Logs communications in database.
• Maintains equipment operational by following established procedures and reporting malfunctions.
• Provides general office support, including basic computer data entry, filing paperwork, sending and receiving faxes, and relaying messages.

• High school diploma or equivalent.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities, and manage time effectively.
• Computer proficient.
• Attentive to detail.
• Must be fluent in English and use correct grammar.
• Must have an enthusiastic and positive attitude, and a strong work ethic.
• Must have a genuine desire to help TROY, and a strong sense of school pride.

• Minimum of one year of customer service experience.
• Familiarity with a higher education environment.

No.

• Maximum of 19 hours per week.
• Flexible scheduling between 7 am and 7 pm, Monday through Friday.
• Will include some work during holidays as required.

Employment is contingent upon a satisfactory background check.

Troy University is an Equal Employment Opportunity and affirmative action employer.

Troy University participates in eVerify.