Customer Service Representative I Job in Nova Southeastern University

Nova Southeastern University, Fort Lauderdale, FL 33314, Openings : 1, Experience : Not Specified
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Job Description :

Customer Service Representative I – ASC – 994045 **Work from home**

Job Number: 501614
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Department: NSU Contact Center
Categories: Call Center & Engagement Services
About Us:

We are excited that you are considering joining Nova Southeastern University!

Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health, welfare and its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

NSU considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.

Job Title:
Customer Service Representative I – ASC – 994045

Fort Lauderdale-Davie, Florida

Work Type:
Full Time with Full Benefits

Job Category:

Hiring Range:

Pay Basis:


Subject to Grant Funding?:

Essential Job Functions:
1. Supports achievement of key metrics ensuring delivering of a seamless, exceptional student experience across a broad range of processes, applications and customer touch points including voice, email, web chats, texts and faxes.
2. Maintains knowledge of the Admissions, Enrollment, Registration and Financial Aid processes to address student’s reason(s) for their inquiry, answer questions, and assist with students in obtaining services needed.
3. Uses ERP and/or CRM systems to review prospective and current student records to help identify steps and documents needed to assist students in the enrollment and registration process.
4. Provides general information on academic procedures and processes such as student onboarding, academic advising next steps, testing, and academic and financial holds.
5. Guides students through enrollment processes including, but not limited to web registration, create account and program application, FAFSA, accessing email, transcript requests, setting up payment plans, accessing tax documents, registering for testing, new student informational sessions, and enrollment verifications.
6. Instructs students on navigating student portal to execute self-service actions; reviews for completeness submitted forms and paperwork required to complete steps in processes related to registration, advising, and financial aid.
7. Routes and re-routes students to appropriate campus office and personnel, e.g., Financial Aid, Academic Advisors, Registrar, and Business Office for more in-depth information, assistance, and problem resolution.
8. Uses telephony software to answer, coordinate, track, and monitor interactions across multiple channels of communication.
9. Refers unresolved customer grievances to designated departments for further investigation.
10. Checks to ensure that appropriate actions were taken to resolve customers problems.
11. Demonstrates Universitys core values and service values in all interactions.
12. Ensures compliance with University and departmental policies and procedures to safeguard protected personal information at all times.
13. Performs other duties as assigned or required.

Marginal Job Functions:

Required Knowledge, Skills, & Abilities:
1. Customer and Personal Service – Working knowledge of principles and processes for providing customer and personal services.
2. English Language – General knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Clerical – Working knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
4. Computers and Electronics – Working knowledge of electronic equipment and computer hardware.

1. Active Listening – Basic skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
2. Speaking – Proficient skills in talking to others to convey information effectively.
3. Service Orientation – Basic skills in actively looking for ways to help people.
4. Social Perceptiveness – Basic skills in being aware of others reactions and understanding why they react as they do.
5. Time Management – Basic skills in managing ones own time and the time of others.
6. Self-Direction – Proficient skills in motivating oneself to work independently, as well as working well within teams.

1. Oral Comprehension & Expression – The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand.
2. Problem Sensitivity – The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
3. Deductive Reasoning – The ability to apply general rules to specific problems to produce answers that make sense.
4. Written Comprehension & Expression – The ability to read, understand, and communicate information and ideas in writing so others will understand.

Physical Requirements:
1. Near Vision – Must be able to see details at close range (within a few feet of the observer).
2. Speech Recognition – Must be able to identify and understand the speech of another person.
3. Speech Clarity – Must be able to speak clearly so others can understand you.
4. Must be able to wear approved headset during the entire shift.
5. May be required to work nights or weekends.
6. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.

Job Requirements:

Required Certifications/Licensures:

Required Education:
High School Diploma or Equivalent

Major (if required):

Required Experience:
One (1) year of customer service experience

Preferred Qualifications:
1. Associate or Bachelor’s degree.
2. One (1) year of customer service experience in higher education, student services or closely related experience
3. Knowledge of all academic and Title IV programs, policies and procedures including institutional policies and federal and state regulations
4. Experience using Banner, Recruit and/or Avaya systems

Is this a safety sensitive position?

Background Screening Required?

Pre-Employment Conditions:

To ensure a safe learning environment for students and staff, as a condition of employment the selected candidate will need to provide proof of a completed COVID-19 vaccination prior to commencement of employment or an approved exemption and reasonable accommodation.

Sensitivity Disclaimer:
Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary.

Advertised: Feb 10, 2022 Eastern Standard Time
Applications close:

Last Date For Apply: 01/Nov/2022 00:00:00 Job Type : Full Time, Employment Type : PermanentApply Here