Customer Relations Representative

Posting Details

Working Title
Customer Relations Representative

Position Number
00248A

Department
ENROLLMENT MANAGEMENT

Location
Norfolk, VA

Type of Position
Classified

Type of Job
Full Time

EEO Category
C Technicians

Job Description

This position serves as the Customer Relations Representative for the “one stop shop” providing services to the Office of Admissions, Office of Financial Aid, Office of Finance and the Office of the Registrar. This position will also be responsible for the delivery of front desk reception and telephone services, answering general inquires and requests for service, performing routine administrative services to include reviewing admission status, financial aid student records, class registration, student accounts, handling customer complaints and coordinating solutions, researching complex problems and making appropriate referrals, if necessary.

Given the nature of the positions in Student Engagement & Enrollment Services that provide support to student services and/or student-centered programs, the employee occupying this position may be required to work during a university closing. There may be occasions where the employee will be asked to work during university closings as directed by his or her supervisor. These instances may include working from a remote location (i.e. telework, etc.).

Knowledge, skills and abilities

• Working knowledge of effective customer service techniques.
• Working knowledge of PC-related software to include Microsoft Office products.
• Working knowledge of information systems such as Banner, PeopleSoft or a similar program.
• Effective oral and written communication skills.
• Excellent keyboarding skills.
• Demonstrated ability to research, analyze and resolve simple and complex customer issues in an enrollment services environment.
• Demonstrated ability to work independently and as a team player.

Special licenses, registration or certification

None

Education or training

None

Level and type of experience

Considerable experience providing excellent customer service in a student-focused environment.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

Working knowledge of State and University policies and procedures for academic and financial programs and general disbursement procedures. Some knowledge of specialized program areas and/or interpretive/educational methodology. Some experience with Banner. Some experience using Banner to access student records. Some experience working in higher education. Experience working in Admissions, Registrar or Financial Aid offices.

Conditions of Employment

This position is a traditional on-campus position, Monday-Friday, 8am-5pm.

Annual Salary/Hourly Rate
Salary is commensurate with education and experience and begins at $ - $36,500