Customer Service Representative Job at Adtalem Global Education (Columbia)

Job Description

The Customer Service Representative (CSR) will service incoming customers through phone calls, chats, SMS and email inquiries and connect calls, connecting them with the appropriate department based on their need(s) to appropriate group(s). CSR's will also provide outreach to select students through various outbound initiatives. CSR's are responsible for providing excellent customer service, documentation or communications and appropriate follow up.

Job Responsibility

Provide initial support for customers by steering prospects to the appropriate team for service
Respond to customer inquiries through phone, chat, email and possibly SMS
Support select reserved students to counsel concerns by way of outlined published offers and/or documented counseling practices
Document calls, chats, emails and customer information within Salesforce according to standard operating procedures and for tracking purposes
Resolve customer issues at the front line
Identify customer concerns and escalate to the appropriate department/representative or to the CSR Supervisor, Enrollment Manager and/or Director
Provide feedback and suggestions for new strategies for success with respect to effectiveness and efficiency in servicing our customers
Assist the CSR Supervisor with pilot and outbound call initiatives
Stay up-to date on business processes and product knowledge, utilizing internal resources to accurately transfer calls to the appropriate team. Attends continuous training sessions to ensure the highest level of quality
Performs other duties as assigned
Complies with all policies and standards

Requirements

High School Required
Bachelor's Degree Preferred
3+ years Customer service experience Preferred
Proficient in relevant computer systems and internet applications such as: Microsoft Office (Word, Excel, Power Point)
Excellent organizational, written and verbal communication skills
Knowledge of administration and clerical processes
Exceptional time management, follow-up, multi-tasking and problem-solving skills
Ability to stay organized and work in a fast paced environment
Energetic, Motivated, Solutions Oriented