Customer Service Representative Intermediate

Customer Service Representative Intermediate

The Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize accuracy and deliver an exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and issues.

Duties/Physical Demands:

• Support the activities that ensure outstanding and timely first-tier service of our students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service level agreements across campus are completed in a timely fashion to enhance the student experience. (30%)
• Under the direction of the Director of Enrollment Student Services, assist in identifying improvements in the delivery of student services and developing both traditional and non-traditional service lines. (20%)
• Provide support to student workers and/or other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to provide seamless service to students. (15%)
• Work collaboratively with EM and campus partners to offer support at events, ensure campus tour routes and scripts are updated, and represent One-Stop in presentations when needed. (15%)
• Support outreach efforts to prospective, new, and continuing students in order to remove barriers to recruitment, retention, and graduation. (10%)
• Other duties as assigned. (10%)

Key Additional Responsibilities at Intermediate Level:

• Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist with testing and management of student-facing pages as they relate to content display.
• Assist in training and presentation of training materials to new student ambassadors and full-time staff.
• Assist in presentations to campus partners, prospective students, new students/parents, and current students as the need arises.
• Serve as higher-tier support for escalated service issues.

• Ability to work with diverse populations
• Demonstrated excellent oral and written communication skills
• Excellent organizational, prioritization, and attention to detail skill sets
• Demonstrated practical interpersonal skills and enthusiasm, as well as respect for individuals
• Ability to work effectively under pressure and handle multiple tasks simultaneously
• Ability to exercise sound judgment and maintain confidentiality
• Ability to manage customers with high expectations
• Demonstrated experience working in a collaborative team-oriented office environment
• Demonstrated ability to provide excellent customer service

Minimum Qualifications at Entry Level:

• Experience with student service and/or student systems-related functions (i.e. CRM Management, student call centers)

Minimum Qualifications at Intermediate Level:

• Three to five years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related field
• Experience in Salesforce CRM and/or Banner

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes .

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checksare performed in compliance with the Fair Credit Reporting Act.

The University of Michigan is an equal employment opportunity employer.

272556