Note: The job is a remote job and is open to candidates in USA. Walden University, offered by Covista, supports adult learners through online certificate and degree programs. The Customer Service Representative services incoming phone, chat, SMS, and email inquiries, routes customers to appropriate departments, conducts selected student outreach, documents interactions in Salesforce, and resolves or escalates customer issues.
Responsibilities
- Provide initial support for customers by steering prospects to the appropriate team for service
- Respond to customer inquiries through phone, chat, email and possibly SMS
- Support select reserved students to counsel concerns by way of outlined published offers and/or documented counseling practices
- Document calls, chats, emails and customer information within Salesforce according to standard operating procedures and for tracking purposes
- Resolve customer issues at the front line
- Identify customer concerns and escalate to the appropriate department/representative or to the CSR Supervisor, Enrollment Manager and/or Director
- Provide feedback and suggestions for new strategies for success with respect to effectiveness and efficiency in servicing our customers
- Assist the CSR Supervisor with pilot and outbound call initiatives
- Stay up-to date on business processes and product knowledge, utilizing internal resources to accurately transfer calls to the appropriate team. Attends continuous training sessions to ensure the highest level of quality
- Performs other duties as assigned
- Complies with all policies and standards
Skills
- High School Required
- Proficient in relevant computer systems and internet applications such as: Microsoft Office (Word, Excel, Power Point)
- Excellent organizational, written and verbal communication skills
- Knowledge of administration and clerical processes
- Exceptional time management, follow-up, multi-tasking and problem-solving skills
- Ability to stay organized and work in a fast paced environment
- Energetic, Motivated, Solutions Oriented
- Bachelor's Degree Preferred
- 3+ years Customer service experience Preferred
Benefits
- Health, dental, vision, life and disability insurance
- 401k Retirement Program + 6% employer match
- 15 Days of Paid Vacation Days each Calendar Year
- 12 Paid Holidays + 2 floating holidays
Company Overview