JOB SUMMARY: The Customer Service Representative supports students, members, non-members and staff by responding to inquiries, processing orders, payments, and maintaining contact records in the customer database. Responds to phone, email and live chat inquiries in a timely manner to deliver excellent customer satisfaction.
Answer routine to complex questions from members, non-members and students via phone, email and live chat
Work in the Personify database updating records, processing orders and applying payments
Create financial batches, process payments, and refund requests within policy guidelines
Understand financial transactions on member records in order to facilitate a response to inquiries
Maintain group email boxes; individual and customer service
Support various team projects, i.e., mailings, data entry, special projects as requested.
EDUCATION AND EXPERIENCE REQUIRED (an equivalent amount of training, education and experience will considered)
Associates Degree preferred in business or related field preferred
Requires a minimum of three years of experience in a customer service/data entry environment
KNOWLEDGE, SKILLS AND ABILITIES
Excellent communication skills, including verbal listening and written
Willingness to work in a team environment
Aptitude to work on multiple projects and meet deadlines
Ability to communicate effectively with people and other departments
Knowledge of policy and ability to apply that to unique situations