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About the Position
A Customer Care Associate I responds to customer inquiries via telephone, email and/or mail and ensures timely, accurate and high quality customer service and assistance. An individual researches a variety of matters, ranging from general inquiries to resolution of complex student issues. A Customer Care Associate I serves as a subject matter expert regarding applicable University policies and procedures, student records, and other information related to the Registrar’s Office and veterans’ education benefits.
1. Respond in a timely and accurate manner to customer inquiries about a variety of matters such as applicable University policies and procedures, transcript, letter and/or verification requests, as well as diploma-related inquiries, veterans’ education benefits, and academic records.
2. Serve as first level of de-escalation; clarify and uncover details about complex student issues; research applicable policies to provide appropriate guidance to students, campus personnel and others, including information about appropriate resource(s). Use tact and diplomacy and maintain a positive relationship with internal and external customers.
3. Input critical interaction updates in multiple systems, ensuring students’ files are properly notated and that any required activity is completed in a timely and accurate manner.
4. Serve as a subject matter expert and recommend and/or provide solutions about internal processes and policies to improve operational efficiency; partner with internal groups to provide feedback to department leadership about trends and related procedures.
5. Maintain certification as School Certification Officer to accurately respond to Veterans Affairs (VA) customer inquiries and/or concerns about VA-related benefits; ensure compliance with federal regulations and internal policies and procedures at all times; assist Department of VA employees when necessary to address student-specific issues.
6. Attend trainings, educational workshops, or professional development classes to maintain current programmatic and technical knowledge to ensure ongoing compliance; may attend or facilitate other skills-based trainings as needed, including participation in department and University initiatives, to maintaining cross-functional knowledge.
7. May perform other duties as assigned or apparent.
NOTE: The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.
Supervisory Responsibilities
None.
MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:
ADDITIONAL QUALIFICATIONS:
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As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
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