What are the responsibilities and job description for the Customer Service Specialist position at University of the Cumberlands?
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Under the general direction of the [SAH Manager], the Customer Service Specialist serves as the second tier of student support in SAH. The Customer Service Specialist handles tier 2 and escalated calls, works student email, and provides overflow coverage for the Customer Service Representative queue. With additional training in financial aid and student accounts, the Customer Service Specialist is expected to resolve student issues on the first or second contact rather than relaying them, reducing repeat calls and emails.
Essential Job Functions:
- Serve as the front line for calls escalated by Customer Service Representatives.
- Provide overflow coverage for the initial Customer Service Representative queue during peak periods.
- Respond to student emails and CSR teams chats in a timely, professional, and tactful manner.
- Resolve financial aid and student account questions directly, including award status, missing documents and requirements, FAFSA and verification status, account balances, charges, payments, and refunds.
- Identify the underlying cause of a student's contact and take action to resolve it, rather than taking a message or forwarding the issue.
- Route complex cases to a Financial Aid Specialist with complete and accurate case notes so the student does not need to repeat information.
- Document all student interactions accurately in University systems.
- Serve as a resource to Customer Service Representatives and assist with training and knowledge sharing.
- Stay informed about changes in financial aid and student accounts policies and procedures.
- Ensure compliance with FERPA and all University policies governing student information.
Knowledge, Skills, and Abilities:
- Working knowledge of financial aid processes and student account functions, with a willingness to complete additional training in both areas.
- Outstanding telephone skills; polite, friendly manner working with students.
- Ability to communicate honestly and with tact, including when delivering difficult news.
- Strong problem-solving skills with the ability to resolve issues independently and know when to escalate.
- Ability to handle a high volume of phone, email, and chat inquiries while maintaining accuracy.
- Exceptional follow-up, follow-through, and attention to detail.
- Ability to manage confidential information and exercise sound judgment (FERPA).
- Initiative, adaptability, resourcefulness, and dependability.
Minimum Education and Experience:
- Associate degree or equivalent experience required; B.A. or B.S. preferred.
- One year of experience as a Customer Service Representative at the University, or in a comparable contact center or student services role, preferred.
- Strong computer skills including proficiency in Microsoft Office, with a willingness to learn University software products.
- Ability to work a flexible schedule, including occasional weekend work. Office hours and work times are based on student needs, including availability for students worldwide.
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“life-more-abundant.”