Title: Part Time Temporary Customer Service Representative (CSR)

Department: Customer Service Center

Campus: Queens

2 Positions available

Reports to: Supervisor/Manager, Customer Service Center



Job Description:

Provide customer service support for Enrollment Management as well as designated departments and operations. Provide professional, quality telephone support and customer service assistance to all university customers including prospective and matriculating students, parents and alumni, as well as general public queries.

This position is a front line, customer service ACD telephone position that requires precise attention to detail, strong customer service skills with a professional and courteous work ethic and demeanor. Work hours are varied.

Skills (position requirements at entry):

Skill in:

• Interpreting information, making determinations and recommendations.
• Providing customer service.
• Report to work as scheduled, adhere to break and lunch schedules, log on to ACD and process assignments as delegated by department management.
• Researching and resolving issues and problems.
• Maintaining security of confidential student records. (verification of account holder)
• Compiling and creating reports. (csc payments)
• Evaluating documents and applications.

Ongoing responsibilities (include but are not limited to):

• Provide prompt and courteous service to all callers. Deal directly with students and parents either by telephone, electronically or face to face.
• Respond promptly to customer inquiries.
• Handle and resolve customer issues using all relative resources. (WIKI)
• Satisfy, respond to or redirect (as necessary) all incoming calls utilizing various systems and applications.
• Attend ongoing training to keep current with information and systems.
• Maintain a timely and efficient workflow of calls 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, call analysis and training issues to management, which would contribute to an increase in efficiency, productivity and quality of service.
• Report to work as scheduled, log on to ACD and process assignments as delegated by department management.
• Provide enrollment, continuing education, and alumni information.
• Organize workflow to meet customer timeframes.
• Direct requests and unresolved issues to the designated resource.
• Keep records of customer interactions and transactions.
• Record details of inquiries, actions taken, comments and complaints.
• Communicate and coordinate with internal departments
• Follow up on customer interactions

Key Competencies

• Truly enjoys interacting with people
• Has great written and verbal communication skills
• Has excellent phone rapport and aptitude for customer service
• Knows the definition of empathy and utilizes that skill when appropriate
• Is intuitive and has a proactive approach to serving others
• Has a strong work ethic and takes ownership of his/her work
• Is poised, positive, outgoing, cheerful, and has a professional demeanor
• Smiles on a regular basis
• Has a professional appearance
• Demonstrates integrity, honesty, teamwork, and genuine concern for others
• Excellent interpersonal skills Good communication skills - verbal and written
• Resourceful in gathering information for first call resolution
• Proficient in math. Addition, subtraction, multiplication and division
• Good communication skills - verbal and written
• Keen listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Adaptability
• Takes initiative
• High stress tolerance
• Ability to type 60 wpm

I understand that 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 and encourages applications from women and minorities.



To apply please click here!