Customer Service Representative Associate

MODES OF WORK
Hybrid

REGULAR/TEMPORARY:
Regular

ORGANIZATIONAL GROUP: Dbn Enrlmt Mgmt

DEPARTMENT: Dbn Enrollment Student
Service

SALARY: $45,000.00 – $58,000.00

How to Apply

A cover letter is required for
consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific
interest in the position and outline skills and experience that directly relate to this position.
Job Summary

The
Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize
accuracy and deliver exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of
the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and
issues.
Responsibilities*

• Support the activities that ensure outstanding and timely first-tier service of our
  students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service
  level agreements across campus are completed in a timely fashion to enhance the student experience. (30%)
• Under the
  direction of the Director of Enrollment Student Services, assist in identifying improvements in the delivery of student services and
  developing both traditional and non-traditional service lines. (20%)
• Provide support to student workers and/or
  other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to provide seamless service
  to students. (15%)
• Work collaboratively with EM and campus partners to offer support at events, ensure campus tour
  routes and scripts are updated, and represent One-Stop in presentations when needed. (15%)
• Support outreach efforts
  to prospective, new, and continuing students in order to remove barriers to recruitment, retention, and graduation.
  (10%)
• Other duties as assigned. (10%)

Key Additional Responsibilities at
Intermediate Level:

• Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist
  with testing and management of student-facing pages as they relate to content display.
• Assist in training and presentation of
  training materials to new student ambassadors and full-time staff.
• Assist in presentations to campus partners, prospective students,
  new students/parents, and current students as the need arises.
• Serve as higher-tier support for escalated service
  issues.

Skills You Have

• Ability to work with diverse populations
• Demonstrated excellent oral and
  written communication skills
• Excellent organizational, prioritization, and attention to detail skill sets
• Demonstrated
  practical interpersonal skills and enthusiasm, as well as respect for individuals
• Ability to work effectively under pressure and
  handle multiple tasks simultaneously
• Ability to exercise sound judgment and maintain confidentiality
• Ability to manage
  customers with high expectations
• Demonstrated experience working in a collaborative team-oriented office
  environment
• Demonstrated ability to provide excellent customer service

Required
Qualifications*

Minimum Qualifications at Entry Level:

• Bachelor?s degree
• Experience with
  student service and/or student systems-related functions (i.e. CRM Management, student call centers)
• Strong customer service
  background

Minimum Qualifications at Intermediate Level:

• Bachelor?s degree
• Three to five years of
  full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related
  field
• Strong customer service background
• Experience in Salesforce CRM and/or Banner

Modes of
Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work
agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of
employment. Learn more about the work
modes.
Additional Information

This position is not eligible for VISA Sponsorship

This position is
hybrid and is expected to be on campus 3 days per week with 2 days remotely.

This position may be filled at a higher classification
based upon the qualifications of the candidate.
Background Screening

The University of Michigan conducts
background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background
checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
U-M EEO Statement

The
University of Michigan is an equal employment opportunity employer.