Customer Service Representative

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.

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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 in an effort to answer inquiries, resolve issues, and fulfill 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.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Provides general office support that assists in the functioning of the office 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 have ability to 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

Will this position require driving (personal vehicle, university vehicle, utility vehicle, or golf cart) in order to perform the job duties? No

• Maximum of 19 hours per week
• To be determined between the hours of 7am and 7pm, Monday through Friday
• Some work on holidays may be required

NA

Qualified applications will be made available to the department/committee for review immediately upon submission. We ask that you provide email addresses for your reference providers and please be certain that the email addresses you list are accurate. If you are selected as a candidate for consideration by the department/committee, an instructional email will be sent to your reference providers to ask that they submit a reference letter on your behalf via a link to our reference portal.

Separate reference letters will be requested for each position to which you apply (if applicable), so your reference providers will be contacted separately for each application on which you list them. Reference letters will not be copied from one application to another. You can assure your reference providers that our system is secure and that all letters are confidential. If your reference providers have trouble using the reference portal, please advise them to contact jobs.

Required fields are indicated with an asterisk (*).

• * How did you hear about this employment opportunity?
  • Troy University employment website ()
  • Chronicle of Higher Education
  • Higher Ed Jobs
  • Social Media website
  • Indeed
  • Other employment website (please specify below)
  • Employee Referral (please specify below)
  • Local newspaper (please specify below)
  • Professional journal (please specify below)
  • Other source (please specify below)
• Please specify:
  (Open Ended Question)
• * Regarding your current employment status, please select one of the following:
  • Not a current Troy University employee
  • Current part-time Troy employee (including adjunct faculty)
  • Current full-time Troy employee - initial appraisal period complete
  • Current full-time Troy employee - still within initial appraisal period (six months for new employees and three months for promoted employees)
• * Do you have a high school diploma or equivalent?
  • Yes
  • No

• Resume

• —

- Employment is contingent upon a satisfactory background check.
- Troy University is an Equal Employment Opportunity and affirmative action employer.
- Troy University participates in eVerify.