Customer Service Coordinator

IMPORTANT APPLICATION INSTRUCTIONS:Upload Resume or Curriculum Vitae for automatic population of information to the application.The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.Review information and double-check all fields containing information that the system parsed - the software is intelligent, but you need to verify that the data is accurate.In the "My Experience" section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.Job DescriptionSUMMARY:Reporting to the Associate Director of Operations, the Customer Service Coordinator plays a key role in providing comprehensive support to prospective students, their families, guests, and the University community on a daily basis. This position is a vital, public-facing representative, ensuring customer service excellence while adhering to university policies and procedures. The Customer Service Coordinator oversees direct customer service, including front desk and lobby operations, an external call center and chatbot as well as manage a team of Customer Service Representatives composed of student staff. This role collaborates with management to develop and implement strategies aimed at enhancing service delivery and effectively supporting prospective students, families, guidance counselors, and community members.PRINCIPAL DUTIES AND RESPONSIBILITIES:Oversee the traffic flow and student needs in the main UG Admissions LobbyServe as a counselor to meet individually with students and families on a case-by-case basis to further research and address inquiries and when applicable, discern matters that require escalation to specific teams or other offices for resolution.Manage and coordinate information with the external call center and respond to their customer service escalations daily.Support the growth and development of a team of undergraduate and graduate student workers, the Customer Service Representatives, by supervising, mentoring, hiring and training.Utilize Slate CRM system and Banner student information system to respond to inquiries, check-in visitors, and produce reports about the volume of customer service interactions.Manage and strategically utilize Ivy Chat Bot in order to maximize functionality.Address high volumes of customer inquiries and issues via phone, e-mail, chatbot and walk-in traffic and respond to inquiries via phone, digital media, text, email and/or in person.Partner with IT to manage Avaya One-X Communicator Software for call center updates.Serve as the coordinator of the department phone tree and call center workflow, and implement new messages and routing as appropriate.Work in close partnership with university offices and colleagues to address and resolve student service inquiries, questions, and concerns in a timely manner.Remain current on all University programs and offerings and Undergraduate Admissions.Suggest and implement customer service improvement strategies with management and proactively identify customer service issues and communicate those issues and potential solutions.Maintain and update the office's customer service manuals for reference and training purposes.Assist with the development and execution of customer service training for professional staff, support staff and student staff.Consult with the Associate Director on a regular basis to discuss progress, areas of growth and potential for improvement.Oversee stocking in the lobby (refreshments and recruitment materials).Assist at Open Houses, Accepted Student Days and other department-wide initiatives.Perform other related duties as assigned.Management retains the right to change or add job duties at any time.QUALIFICATIONS:REQUIRED: Bachelor's degree from an accredited college or university.Minimum two years of professional experience in customer service or higher education.Ability to work effectively and comfortably in a fast-paced, service-oriented environment.Direct experience with responding to customer inquiries via phone, email and/or in person.Strong listening, problem analysis, solving skills; and interpersonal skills.Organizational talents with an attention to detail.Experience working with diverse student populations, demonstrated ability to work collaboratively within a fast-paced environment.PREFERRED:Experience utilizing CRM software SlateExperience in a high-paced customer service environment.Bilingual.PROCEDURE FOR CANDIDACYApplicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions. DepartmentUndergraduate Admissions/Pre-Enrollment ServicesPosition TypeProfessional - Non-FacultyContact Information:For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email /AA StatementMontclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.Additional information can be found on the website at IX and 34 C.F.R. 106 PolicyMontclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit:

Created: 2024-10-22