Customer Service and Professionalism PT Instructor, Professional Certificate Programs

Department Information

DEPARTMENT SPECIFIC TASKS AND RESPONSIBILITIES:

1. Provides instruction in basic customer service skills, best practices, and behaviors that will help students succeed in service industry jobs
2. Ensures student mastery of the following learning outcomes by providing continual feedback and various methods of assessment measurements
   1. Learn how the brain works, good study habits, and personal learning responsibilities
   2. Identify both good and poor examples of customer service behaviors
   3. Learn to look at service from the customer's point of view
   4. Learn the definition of customer service, learn key factors in good customer service, and explore how customer service affects the customer experience
   5. Learn the definition of empathy and learn how it is used to improve customer service
   6. Learn the characteristics needed to be good in the role, the duties required of a customer service rep, and how to handle tense situations
   7. Learn the role of customer service in business
   8. Learn about ideal personal characteristics and traits and the importance of an appropriate appearance, and then reflect on their own strengths and weaknesses
   9. Learn about the importance of time management and how to apply a general problem solving method
   10. Learn about leadership, teamwork, team roles and their own strengths and weaknesses in those roles
   11. Practice successfully leading a team
   12. Learn about workplace harassment, discrimination, and bullying
   13. Learn about the importance of keeping workplace information confidential

Job Summary

Provides quality and technically relevant instruction in the assigned program. Follows departmental guidelines, policies, procedures and relevant regulations.

Responsibilities

KEY RESPONSIBILITIES:

1. Provides quality and technically relevant instruction of course curriculum
2. Teaches students learning strategies
3. Conducts teaching and instructional activities using educational equipment, manipulatives, props, and other learning aids
4. Provides continual feedback and various methods of assessment measurement by ensuring student mastery of the following learning outcomes as addressed in the program's addendum
5. Assesses and records grading for all homework assignments, quizzes, and tests
6. Completes paperwork associated with classroom and project management
7. Participates in marketing of courses to prospective students by providing technical information regarding course content during biannual Open House events
8. Assists with course and/or program evaluation and continuous improvement and resolve quiz disputes when necessary
9. Maintains acceptable program quality and satisfaction scores
10. Keeps Program Manager informed of any curriculum or student code of conduct issues
11. Records attendance in learning management system

Required Qualifications

Educational Requirements
Bachelor's Degree from an accredited institution of higher education

Required Experience
Five (5) years of experience in a customer-centric professional environment

Preferred Qualifications

Preferred Educational Qualifications
An advanced degree from an accredited institution of higher education in a related field

Knowledge, Skills, & Abilities

ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines
Able to motivate students to actively participate in all aspects of the educational process
Able to review syllabus and learning outcomes the first night of class
Able to provide sufficient time for students to complete course evaluations
Do not release class early
Do not leave class unattended
Able to respond to student inquiries in a timely manner

KNOWLEDGE
Be familiar with all emergency procedures posted in the classroom

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette