Front Desk Customer Service Representative

Summary:

The Front Desk Customer Service Representative, creates an exceptional student experience primarily by answering lead calls from potential students and guiding them in the right direction for making a career change through a successful warm transfer. While this is critical there are other key job functions that play an important role such as provide administrative support to the campus management team, petty cash, and other administrative duties as assigned.

Essential Front Desk Duties and Responsibilities:

• Welcomes visitors by greeting them, in person or on the telephone, answering or referring inquiries to the appropriate personnel/department.
• Retrieve messages from voicemail and forward to appropriate personnel/department.
• Directs visitors by maintaining employee and department directories and giving instructions.
• Maintains security by following procedures; monitoring logbook; issuing visitor badges.
• Administrative support to the campus management team.
• Provides callers with information such as company address, directions to the company location, company fax numbers, company website and other related information.
• Receives, sorts and forwards incoming mail. Maintains and routes mail.
• Assists in the ordering, receiving, stocking and distribution of office supplies.
• Direct management of the campus Petty Cash fund, supplies, scrubs, and books.
• General graduation support.
• Assists with other related duties such as photocopying, faxing, filing, and collating
• Assist with additional duties as assigned.

Essential Admissions Duties and Responsibilities:

Answer incoming calls and transfer to the appropriate party with:

• 0 incoming calls unanswered
• Answer incoming calls within the first minute or 3 rings of the call coming in
• Hold calls must be picked up after 2 minutes and re-directed
• All incoming calls must be answered using the Legacy Standardized Greeting

Distribute Leads to the Admissions Representative:

• All Customer Service Representatives will be given a weekly lead distribution for live calls and walk-ins from the Corporate DOA on Monday morning.
• Lead distribution must be followed unless otherwise directed by the Corporate DOA.

Assist in increasing start rate:

• Customer Service Representatives will be responsible for calling all new starts 2 days prior to start date.
• Customer Service Representatives will call all new enrollments to ensure they attend orientation.
• Customer Service Representatives will report any potential no shows or cancellations to the Corporate DOA immediately.

Assists the Admissions Department in maintaining an 80% start rate after enrollment by:

• Calling students and reminding them of their start date
• Sending motivational texts
• Mail congratulatory cards
• Create and mail standardized certificates of acceptance.

Increase appointment shows for Admissions by:

• Calling and confirming daily appointments.
• Sending reminder texts to each appointment with directions and address to the campus.
• Maintaining inventory of admissions supplies and marketing promotions.

Essential Skills and Experience

• Ability to work comfortably with people.
• Self-starter.
• Great interpersonal skills
• Able to work on their own with little director.
• Good written and verbal skills
• Customer Service driven.
• Able to multitask
• Proficient in Word, Excel, PowerPoint, Zoom, Microsoft Teams, and other various programs

Equipment Used
Computer, phone, copier, laminator, headset and/or wireless headset

Direct Reports
None

Physical and Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions: School environment. Most of the work requires routine sitting, walking, standing, bending, stooping, and lifting.

Job Type: Full-time

Pay: $18.57 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Ability to Relocate:

• Pasadena, CA 91104: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $24