Position Description – Customer Service Representative-Enrollment Management

POSITION DESCRIPTION
Position Title:	Customer Service Representative-Enrollment Management	FLSA Status: Non-exempt
Reports to:	Director of Enrollment Management
Department:	VPAA
Date Prepared:	January 2011

BASIC FUNCTION

The Customer Service Representative position coordinates and performs a variety of administrative and staff support duties for the Enrollment Management Office, which requires a wide range of computer and social media skills. The incumbent maintains records and handles all walk-in and telephone requests for the department. Position will involve working with individuals with diverse backgrounds.

NATURE & SCOPE

The Customer Service Representative reports to the director of the department.

Dependability and attention to detail are important traits for the person in this position. Many tasks must be completed in a precise manner, and small mistakes in details can have a large affect on the outcome of the work. The Customer Service Representative will prepare or assist with the preparation of statistical and narrative reports. The incumbent must be able to transfer attention to detail to all aspects of the position.

Often, multiple tasks will arise simultaneously for the Customer Service Representative. He/She must be able to make decisions as to which task takes priority and act accordingly. In addition, he/she must be able to switch focus between tasks as necessary without compromising work quality.

The incumbent acts as a liaison for the department to other departments and outside constituents. Thus, the Customer Service Representative must have superb customer relation and interpersonal communication skills. These contacts will often associate their view of the entire department with the Customer Service Representative, so it is important that he/she remember this and act accordingly.

The incumbent must be task oriented and organized. The Customer Service Representative is responsible for all clerical duties for the department office, and tasks must be completed in an efficient and resourceful manner.

PRINCIPAL ACCOUNTABILITIES

Ø Assist visitors with requests

Ø Answer the telephone for the department and assists callers as necessary

Ø Assist with all communication efforts (written, verbal, social media)

Ø Assist with planning on-campus recruiting events

Ø Supervise student workers

Ø Maintain records for the department

Ø Maintain control of the inventory of the department

Ø Submit work orders

Ø Manage the daily affairs of the office

Ø Handle most clerical work of the office

Ø Perform other duties as assigned

BUDGETARY RESPONSIBILITIES

The Customer Service Representative maintains records of all sales and purchases and balances accounts. The incumbent has no responsibility in making budget allocation decisions.

SPECIALIZED KNOWLEDGE AND EXPERIENCE REQUIRED

This position requires a minimum of an associate’s degree in a related field OR at least five years of related office experience. Basic computer skills and proficiency in Microsoft Office are required.