"Part-Time Customer Relations Representative"

Job Details

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University.

Department: FA Communication & Service - FWS

Time Type: Part time

Job Type: Temporary (Fixed Term)

FLSA Status: Non-Exempt

Work Modality:

Union: Excluded

Summary:

The Customer Relations Representative is a key position in American University’s Financial Aid Office. The incumbent is the first point of contact for students and families. The position identifies the needs of AU students and parents and ensures the accurate delivery of financial aid information to students while supporting departmental expectations for strong customer service. The position is responsible for triaging inquiries from prospective, current undergraduate, and graduate students and ensuring exceptional responsiveness and service for walk-in, phone, and e-mail inquiries. This position requires moderate supervision and knowledge of financial aid process requirements and timelines.

Essential Functions:

1. Person Inquiry Management
   • Serve as the first point of contact for the Financial Aid Front Desk.
   • Respond and triage in-person inquiries.
2. Email Inquiry Management
   • Respond and assign as appropriate unassigned e-mail inquiries.
   • Review and assigned all inquiries within the date of receipt.
3. Correspondence
   • Ensure that customer concerns have been resolved by following up on inquiries.
4. Purchasing
   • Assess and order office supplies as needed.

Competencies:

• Serving Customers.
• Prioritizing and Organizing.
• Supporting Coworkers.
• Displaying Creativity.
• Acquiring and Analyzing Information.

Position Type/Expected Hours of Work:

• Part-Time.
• 27 hours per week.
• Temporary position.
• Full on-campus presence.

Salary Range: $22.00 - $24.00 per hour.

Required Education and Experience:

• Associate's degree.
• 1 - 3 years of relevant experience.

Preferred Education and Experience:

• Bachelor's degree.
• 1 - 3 years of customer relations experience and familiarity with student financial aid.
• Excellent written and verbal communication skills.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits: Click here to learn about American University's unique benefit options.