Customer Service Representative

Company Description

Walden

More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor's, master's or doctoral degree online at Walden.

We offer more than 100 online degrees and certificate programs. Walden University is accredited by The Higher Learning Commission (hlcommission.org). Visit WaldenU.edu for more information, and follow Walden on Instagram, Facebook, and LinkedIn.

Job Description

The Customer Service Representative (CSR) will service incoming customers through phone calls, chats, SMS and email inquiries and connect calls, connecting them with the appropriate department based on their need(s) to appropriate group(s). CSR's will also provide outreach to select students through various outbound initiatives. CSR's are responsible for providing excellent customer service, documentation or communications and appropriate follow up.

The position follows the schedule: Monday, Tuesday, and Thursday from 1:00 p.m. to 10:00 p.m., Friday from 11:00 a.m. to 8:00 p.m., and Sunday from 9:00 a.m. to 6:00 p.m.

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

Qualifications

• High School Required.
• Bachelor's Degree Preferred.
• 3+ years Customer service experience Preferred.
• 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.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $18.00 and $23.00/hr. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Covista offers a robust suite of benefits including:

• 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
  
  For more information related to our benefits please visit:
  https://careers.covista.com/benefits

Equal Opportunity - Minority / Female / Disability / V / Gender Identity / Sexual Orientation