Sail Tier II; Lobby Concierge

Overview

Full Sail Support Tier II (Lobby Concierge) — entry-level customer service position located on campus in Winter Park, Florida. The mission of Full Sail Support is to serve as liaisons between all university departments and the public through multiple communication platforms including phone, face-to-face, and digital channels. FSS agents facilitate meaningful connections between students, families, guests, or vendors and the appropriate divisions to provide timely and compliant resolution to inquiries.

FSS is a continual support system guiding individuals to campus resources.

The Full Sail Support Tier II is primarily responsible for providing support to callers and guests at all stages of their educational journey. All work will be completed in-person from our campus in Winter Park, Florida. Tier II agents will rotate their time between lobby and call center environments while completing daily tasks that include phone conversations, face-to-face interactions, and data processes in collaboration with multiple university divisions.

Essential Duties And Responsibilities

• Provide excellent customer-service to all callers by asking clarifying questions that help agents best assess which university department can service their needs
• Serve as a liaison to current and prospective students by reviewing their needs and accurately documenting calls to the appropriate department to resolve individual concerns
• Perform front desk services in all guest-facing areas by displaying a positive and welcoming demeanor
• Act as a trainer and mentor to newly hired agents
• Leverage all university and department resources to ensure accuracy and adherence to the organization's SOPs
• Display strong communication skills by monitoring/replying to all communication channels in a timely manner
• Support data management projects to ensure timely follow up to student outreach
• Provide administration and communication support to Full Sail Security and Operations
• Make outbound calls as part of follow up efforts during high volume call times
• Adhere to the departments and university's policies and procedures including strict observance to published phone and compliance guidelines
• Be a Full Sail University ambassador embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service
• Contribute to the overall success of the department and Full Sail University by performing all other duties as assigned by leadership
• Demonstrates a strong commitment to the mission and values of the organization

• High School diploma required
• Customer Service experience preferred
• Administrative/Clerical/Reception experience preferred

• Ability to interact with callers, guests, and staff at all levels in a fast-paced environment;
  Full Sail Support 2 agents should anticipate interacting with hundreds of students/guests/etc over a variety of mediums daily
• Quick-learner with the ability to relay updated information accurately and consistently
• Must be able to provide excellent customer service with a polite, professional demeanor
• Detail-oriented
• Possesses strong written and verbal communication skills
• Ability to multi-task and work independently

• Strong communication skills both verbally and in writing through multiple digital tools (email, Slack, etc)
• Multi-tasking skills required as staff answer phones while navigating computer systems and greeting guests
• Ability to research situations using university databases and resources
• Comfortable learning new software and navigating cloud-based systems
• Familiarity with using multi-line phone systems is preferred

• In-person work in an office environment
• Regularly required to communicate with customers and employees, access and input information into computer systems, and enter data while on the phone
• Physical ability to walk, stand, bend, reach, kneel, stoop and lift up to 30 pounds

Full Sail is an Equal Opportunity Employer.

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting