Customer Service Specialist - Burlington, United States - The University of Vermont

Description

Customer Service Specialist

Diversity Statement

The University is especially interested in candidates who can contribute to the diversity and excellence of the institution. Applicants are encouraged to include in their cover letter information about how they will further this goal.

Posting Summary

Provide customer service, registration assistance and payment processing support for registrants enrolling in UVM non-credit offerings across multiple registration systems.

Utilize comprehensive understanding of non-credit registration policies and procedures to interpret and communicate complex information while answering calls and emails, assisting with registrations, answering questions, taking credit card information, applying payment to registrant records and performing registrant adjustments (transfer, drop, refunds) utilizing multiple registration systems.

Oversee, respond, and assign work in multiple email inboxes and coordinate customer service activities to ensure prompt and accurate responses.

Serve as primary representative to answer registrant questions and resolve issues. Review registrant accounts and understand and interpret financial transactions on the accounts to assist with questions. Search and understand program portfolios to assist registrants from inquiry to registration. Work on special projects and evaluate registrant interactions for trends.

Minimum Qualifications (or equivalent combination of education and experience)

Bachelor's degree in related field and one to three years of related experience required.

Effective customer service, interpersonal and communications skills, phone skills, and general accounting skills required along with familiarity of spreadsheet software.

Ability to ensure confidentiality with student/registrants and credit card payment information required. Working ability to data enter and navigate multiple online registration system(s).

Accuracy and attention to detail, ability to multi-task, effective organizational, time management and records documentation skills are mandatory all while working across multiple systems.

Working collaboratively within a team environment and maintaining composure during stressful situations is mandatory.

Desirable Qualifications

Familiarity with FERPA and student confidentiality policies desirable.

Anticipated Pay Range

Other Information

Anticipated pay range is $23 to $27/hour. Actual hiring pay dependent on comparable campus peer(s) at time of hire, and candidate's experience level and length.

Extensive phone and computer work. Remote position, except when needed on campus, if appropriate.

Special Conditions

Bargaining unit position, A probationary period may be required, Background Check required for this position, This position is eligible for full-time telework in accordance with the university telecommuting policy