SUMMARY OF JOB RESPONSIBILITIES:
The Customer Service Representative professionally handles incoming calls, communicates respectfully with parents to build long-term
relationships, and assesses caller needs on a case-by-case basis. They process enrollment applications, payments, and account
changes with accuracy and efficiency. Additionally, they address customer complaints, escalating issues as needed, and assist with the
agency’s financial aid and scholarship program, including processing awards and renewals.
GENERAL DUTIES:
- Coordinate and perform third party billings
- Maintain confidential records and files, meeting all required standards of confidentiality and safety
- Communicate to site coordinator when drops from program, enrollment plan changes, or other issues occur
- Redirect phone calls to appropriate departments
- Flexibility to be able to work virtual/remote when needed
- Promote and maintain good working relationships with other staff members as well as members of the management team
- Conform with and abide by all regulations, policies, work procedures, and instructions
- Provide back up as needed in the presence of overflow of duties
- Protects organization’s value by keeping information confidential
- Models the organization’s core values through behaviors associated with social and emotional leadership, helping motivate and foster teamwork in achieving department goals
- Perform other duties as assigned by Client Services Manager and Associate Director of Programs
REASONING ABILITY:
- Ability to gauge, adjust, and manage self-emotions, recognizing self-limits
- Ability to solve practical problems and deal with a variety of situations
- Ability to interpret a variety of instructions furnished in written and oral format
- Ability to respond quickly and appropriately to an emergency or a crisis situation
- Ability to problem solve and multitask
- Ability to interpret and give instruction
- Ability to make responsible decisions
- Ability to build effective relationships
- Ability to empathize with clients in regards to sensitive situations
- Ability to remain professional and confidential in the face of conflict
- Ability to adapt behavior and approach as circumstances arise
PERSONAL SKILLS AND CHARACTERISTICS:
- Ability to carry out multiple projects simultaneously
- Ability to communicate effectively and professionally via written emails and correspondence, exhibiting correct grammar and punctuation
- Resourceful and well organized
- Strong commitment for doing what is right for the agency
- Strong customer service skills
- Seeks the win-win opportunity
PHYSICAL CONDITIONS:
- Requires being stationary and using a computer for long periods of time
- Requires daily standing, sitting, bending and stooping
- Requires normal range of hearing and vision
- Requires the ability to lift 40 pounds
WORK ENVIRONMENT:
- Ability to work overtime and odd schedules (flexibility is important)
- Ability to work primarily at the corporate office, and remotely when necessary
- Ability to manage high volume call periods
- Ability to work simultaneously with multiple departments and teams
ENVIRONMENTAL CONDITIONS:
- Noise level in the work environment is usually moderate
- No or very limited exposure to physical risk
SOCIAL AND EMOTIONAL LEADERSHIP COMPETENCIES:
- Self-Awareness and Self Control: ability to fully understand the impact emotions have on performance, assessment of strengths and weaknesses, relationships, and others. Ability to implement self-control is assessing frustration, anger, disappointment, failure (models resilience) and fear (models courage).
- Empathy: ability to understand the perspective of others. Includes listening, honoring others views, assessing impact of words, and the desire to serve.
- Social expertness: ability to build relationships which model caring, concern and healthy conflict. Demonstrate ability collaboration and conflict resolution.
- Personal Influence: ability to positively lead and inspire others and integrate such model personally. Demonstrates ability to support positive work culture, which encourages results from others. Demonstrates self-confidence, initiative, motivation, optimism and flexibility.
This position description does not list all the duties of the job. Incumbent may be asked to perform other functions and duties.
Incumbent will be evaluated in part based upon performance of the responsibilities in this job description.
