University of Phoenix Customer Resource Specialist Associate in Phoenix, Arizona
Under general supervision, this position provides customer service assistance to students and third parities by responding to general and routine customer inquiries that may entail relaying University policies and procedural information, coordinating the procurement of various student documents, and disseminating information to others as appropriate.
Responds to and answers general and routine customer inquiries, which may include relaying information about University policies and procedures and/or student inquiries regarding academic records.
Receives and responds to all transcript requests, letter requests, requests for verification and other academic related requests in a timely and efficient manner, following established guidelines and procedures.
Resolves routine customer service issues, encouraging callers to provide further information when necessary, redirecting escalated issues to others.
Answers and responds to customer inquiries regarding special campaigns, as well as distributes student information to the appropriate official. This includes receiving and delivering messages or transfer calls to voicemail when appropriate personnel are unavailable.
Redirects student callers to the appropriate resource(s), as well as, resolving issues while exercising tact and diplomacy.
May log and track incoming and outgoing telephone calls, as well as, report call volume data and trends to management following established departmental guidelines and procedures.
Maintains a current programmatic and technical knowledge by attending trainings, educational workshops or professional development classes. May attend other skills based trainings as well.
Performs other duties as assigned or apparent.
- High school diploma or equivalent education required.
One to two years customer service experience preferred.
Ability to handle a high volume of incoming calls, search the appropriate resources tools for correct and timely information, and maintains a professional demeanor all times.
Have good oral, written and interpersonal communication and customer service skills to maintain a positive and helpful attitude with customers. A customer service orientation is necessary.
Have a working knowledge of personal software packages and telephone equipment to perform general administrative functions, as well as answer, receive and respond to customer inquiries, as described above.
Have the ability to organize, prioritize, and handle multiple tasks and activities in a timely and effective manner.
Demonstrate a minimum typing speed of 40 WPM.
Company University of Phoenix
Job Family Student Services
Virtual Eligible No
Requisition ID 2017-8846
Position Type Full-Time
Job Locations US-AZ-Phoenix