What are the responsibilities and job description for the Customer Service Representative Intermediate position at University of Michigan?
Job Summary
The Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize accuracy and deliver an exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and issues.
Responsibilities*
Duties/Physical Demands
Minimum Qualifications At Entry Level
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Underfill Statement
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Background Screening
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.
The Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize accuracy and deliver an exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and issues.
Responsibilities*
Duties/Physical Demands
- Support the activities that ensure outstanding and timely first-tier service of our students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service level agreements across campus are completed in a timely fashion to enhance the student experience. (30%)
- Under the direction of the Director of Enrollment Student Services, assist in identifying improvements in the delivery of student services and developing both traditional and non-traditional service lines. (20%)
- Provide support to student workers and/or other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to provide seamless service to students. (15%)
- Work collaboratively with EM and campus partners to offer support at events, ensure campus tour routes and scripts are updated, and represent One-Stop in presentations when needed. (15%)
- Support outreach efforts to prospective, new, and continuing students in order to remove barriers to recruitment, retention, and graduation. (10%)
- Other duties as assigned. (10%)
- Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist with testing and management of student-facing pages as they relate to content display.
- Assist in training and presentation of training materials to new student ambassadors and full-time staff.
- Assist in presentations to campus partners, prospective students, new students/parents, and current students as the need arises.
- Serve as higher-tier support for escalated service issues.
- Ability to work with diverse populations
- Demonstrated excellent oral and written communication skills
- Excellent organizational, prioritization, and attention to detail skill sets
- Demonstrated practical interpersonal skills and enthusiasm, as well as respect for individuals
- Ability to work effectively under pressure and handle multiple tasks simultaneously
- Ability to exercise sound judgment and maintain confidentiality
- Ability to manage customers with high expectations
- Demonstrated experience working in a collaborative team-oriented office environment
- Demonstrated ability to provide excellent customer service
Minimum Qualifications At Entry Level
- Bachelor?s degree
- Experience with student service and/or student systems-related functions (i.e. CRM Management, student call centers)
- Strong customer service background
- Bachelor?s degree
- Three to five years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related field
- Strong customer service background
- Experience in Salesforce CRM and/or Banner
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Underfill Statement
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Background Screening
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.
Salary : $45,000 - $58,000