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Customer Service Specialist
Please apply to EICC's career page: https://eicc.peopleadmin.com/postings/1903
$19.50/HR
POSITION SUMMARY:Working as a team, delivers comprehensive customer service to students and potential students, via in-person, telephone, mail and email, including information related to admissions, advising, financial aid, continuing education and credit programs and services.
Work location: Clinton Community College
MINIMUM QUALIFICATIONS:Associates degree required.
Must possess excellent computer skills including proficiency with Microsoft Office software and have the ability to perform record keeping and scheduling. Ability to engage with a diverse student population as well as the entire community is required. Strong human relations skills, a positive attitude and strong interpersonal communication and customer engagement are required.
Must be willing to work a flexible schedule, including evenings and Saturdays as needed. Must be able to be a self-starter.
RESPONSIBILITIES1. Provide information to the public and students, regarding EICC credit and non-credit programs and services, financial information, policies and procedures. Provide follow up steps, information and services to customers as required.
2. Assist in the maintenance of student records.
3. Assist in processing requests for student transcripts.
4. Utilizes Student Information Systems to locate student – specific information such as application status, bills, financial aid status, registration information, etc.
5. Maintains a comprehensive knowledge of district services and programs.
6. Utilizes district resources (website, catalog, program fact sheets) to provide accurate information to students.
7. Provide quality service by proactively contacting new and existing students via email, texting and phone.
8. Routes calls and emails to appropriate individuals and/or offices as needed for next level call resolution.
9. Provides guidance to students regarding next steps for enrollment, advising, financial aid, payment, and college policies.
10. Handles scheduling of appointments for Advising, Orientations, Testing services and Financial Aid.
11. Assists in providing service to customers at assigned campus location as needed.
12. Receives and processes requests for information. Adds student information to appropriate student information systems including Colleague, Lumens or Recruit CRM.
13. Provides direction to website resources including applications, forms, program information, and loan forms.
14. Responds to website inquiries and student information requests via email, text and phone.
15. Assists in providing fulfillment via email, phone, text and mail for student information requests.
16. Provides support for Admissions and College events.
17. Responsible for electronic files through document imaging. Scans and indexes files including student records and registration materials.
18. Engage in ongoing professional development to keep current with EICC programs, services and procedures.
19. Is committed to providing quality service that meets or exceeds the expectations of internal and external customers.
20. Supports assigned campus location as needed.
21. Other duties as assigned
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