Customer Service Operations Specialist
Job Details
Remote - Anywhere US, - Corporate Office, IA
Fully Remote
Description

Do you love working in an energetic teamwork environment and being supported by your peers? Are you someone who enjoys helping others succeed? Do you have experience in customer service and are looking for a place to grow? Did you just answer yes to all three of those questions? Great! Our Customer Service Operations Specialist role at RNL is a great fit for you!

 

Under general supervision, this position directs and responds to a high volume of inbound and outbound service of information and customer-related calls, emails and text messages. In this position, you'll be conducting student recruitment activities by contacting prospective students to answer routine inquiries and schedule meetings and appointments. You will also be responsible for properly documenting and tracking customer feedback into company database, providing tier one technical support, and determining when and where calls may need to be routed for escalation or additional information. This position is responsible for providing information to undergraduate and graduate students regarding admissions and degree programs requirements, as well as enrolling students for partner colleges and universities graduate, undergraduate, and certificate programs, requiring the use of judgment and discretion.

 

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

  • Receives inbound and makes outbound calls, emails and text messages with the goal of increasing customer satisfaction.
  • Encourages customers to provide information to determine when and where information or calls need to be routed for the purposes of answering questions and providing assistance.
  • Provides technical tier one support for clients CMS and troubleshoots technical problems in an effort to resolve problems.
  • Escalates unsolved technical problems to client Tier II support and uses ticketing system to document technical support calls.
  • Interfaces with other departments within the organization, navigates the company's customer information systems, and displays a fundamental knowledge of company, services, and products.
  • Answers routine student inquiries to recruit students for graduate and undergraduate programs by calling on prospective students, disseminating approved partner university course information, and enrolling students, as needed.
  • Disseminates course and program information to new or potential students, requiring the use of judgment and discretion, as needed. This includes providing information on admissions, degree options, and requirements as provided by partner colleges and universities.
  • Competently conducts the activities necessary for proper recruitment of undergraduate and graduate students, following established guidelines and standards.
  • May log and track incoming and outgoing telephone calls, as well as, report call volume data to management following established departmental guidelines and procedures.
Qualifications

Required:

  • High school diploma or equivalent education plus some college experience required.
  • Proficient in Microsoft Word, Excel, and PowerPoint
  • Able to type 32+ words per minute.
  • A general understanding of educational programs offered to perform clerical and administrative support to the student admissions process as described.
  • Ability to follow verbal and written directions as they relate to the functions listed.
  • Experience with basic technical skills and problem-solving skills to troubleshoot basic computer issues as they relate to the functions listed.
  • Experience providing quality customer service.
  • Excellent verbal and written communication skills.
  • Working knowledge of personal software packages in order to perform enrollment functions.
  • Travel requirement (negligible)
  • Ability to maintain and work in a remote home office with access to highspeed internet.
  • Must be able to work in an environment where the noise level is moderate
  • This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
  • This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds)

 

Preferred:

  • Associates or higher degree preferred.
  • Minimum one to two years customer service experience preferred.
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