Contact Customer Service Agent

Contact Customer Service Agent

Provide customer service support for Enrollment Management and designated departments and operations and provide exceptional customer service to all. This includes assisting with all university service inquiries, resolving complaints, and providing general support via phone, email, or chat. To do this, Customer Service Agents must have excellent communication skills, be organized, and possess the ability to stay calm in stressful situations. Additionally, they must be able to accurately document customer interactions and adhere to established policies and procedures. Customer Service Agents must also remain current on job updates and services to provide accurate information when needed.

This front-line customer service position requires precise attention to detail, strong customer service skills, and a professional and courteous work ethic and demeanor. Work hours are varied. This position is currently an on-campus position but has the possibility of becoming remote should the circumstance arise.

Job Responsibilities:

• Respond to general inquiries regarding the University, including but not limited to queries about Admissions, Registrar, Financial Aid, Loans, and IT Help Desk.
• Support student outreach campaigns for various departments by contacting customers via telephone, email, or chat.
• Satisfy, respond to, or redirect (as necessary) all incoming multichannel ways of communication utilizing various systems and applications.
• Attend ongoing training to keep current with information and systems.
• Maintain a timely and efficient workflow processed based on department objectives and standards.
• Assist other team members as needed and designated by the department.
• Provide insight, suggestions, and comments on operational procedures, analysis, and training issues to management, which would increase efficiency, productivity, and quality of service.
• Report to work as scheduled, log on to ACD, and process assignments as delegated by department management.
• Additional responsibilities as required by Management.

Equipment Used:

Computers, ACD phone system

Qualifications:

• High School Diploma or Associate Degree, BS or BA preferred.
• Must have good interpersonal and communication skills, both verbal and written
• Quick learner (i.e., can learn and retain large, detailed amounts of information) and decision-maker with the ability to solve problems.
• Office 365, proficient in modern technology, especially computers.
• Precise attention to detail, strong customer service skills, and a professional, courteous work ethic

Skill Development Areas:

Communication, Time Management, Multitasking

In compliance with NYC's Pay Transparency Act, the annual salary for this position is $40,000. St. John's University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and organizational considerations when extending an offer.

This position may be relocated to any of St. John's University's physical locations at any time.

*Important Note- St. John's is NOT an E-Verify Employer.

St. John's offers a competitive compensation program which is commensurate with your qualifications, experience, and contingent upon the departmental budget. We also offer an extremely comprehensive benefits program to meet the diverse needs of our workforce. Along with exceptional benefits such as medical, dental, life insurance, long term disability insurance, tuition remission, generous 403(b) employer contribution, employee assistance program, and liberal paid time off policies, faculty and staff can also enjoy St. John's performing arts, libraries, bookstores, dining facilities, campus recreation and sporting events.

Any offer of employment is subject to receipt by St. John's University of satisfactory references, verification of employment and education. St. John's University is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, or any other characteristic protected by law.