Customer Support Representative

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VACANCY ANNOUNCEMENT
Position Title:
Department:
Work Location:
Announce Date:
Closing Date:
Customer Support Representative (Float)
Registration and Information Center
Washington, DC
April 16, 2015
Open Until Filled
SUMMARY
Graduate School USA is an active learning community with a rich history that spans more than nine decades. Our
range of programs and services includes continuing education, academic programs, career development, and
certificate programs — all designed to serve the needs of organizations and individuals in both government and the
private sector.
The Customer Support Representative (CSR) serves the nationwide classroom training programs of Graduate
School USA by providing accurate and responsive service to all customers interested in training solutions to meet
their individual or organizational learning needs. The CSR will respond to a wide range of phone calls, faxes,
emails, online chats, and correspondence from customers regarding class scheduling, certificate information, course
content, class selection, registrations, payment/billing inquiries, location information, and the School’s policies and
procedures. The CSR will work to maintain accurate data entry, record keeping, and any follow-ups to ensure high
data quality standards and registration integrity for all customers, in addition to providing consistently high-quality
customer service. The incumbent will learn all aspects of the Customer Support Center.
DUTIES AND RESPONSIBILITIES
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Provide customer support over the phone and via email and online chat.
Handle the School’s registration process.
Answer a wide variety of customer inquiries about the School and its products.
Resolve registration and billing issues.
Field inbound calls, emails, mail, and/or faxes from all School constituents (students, faculty, government
agencies, the general public, et al.).
Analyze requests or questions; gather appropriate data and information; determine appropriate responses
and/or hand-off to an appropriate School employee; follow up to ensure that requests have been fulfilled
and closed out.
Ask questions and obtain details from requestors to ensure an accurate understanding of the requests.
Process enrollments, cancellations/transfers, contract requests, complaints, scheduling inquiries, and
programs and and services inquiries.
Convey basic information about the School’s course offerings based on the callers’ learning objectives.
Enter requests and outcomes into tracking databases.
Monitor any customer complaints and provide the most effective response by working with or escalating
the complaints to a Team Leader.
Follow established procedures and policies of the Center when dealing with customers.
Work with moderate latitude but routinely operate under established guidelines and policies; confer with
the supervisor on non-routine requests and about how to interpret guidelines and policies.
MINIMUM QUALIFICATIONS
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High school diploma is required. Associate degree or higher is preferred. The equivalent of education and
experience is also preferred.
Minimum 3 years of experience handling telephone inquiries in a call center or customer service
environment.
Ability to conduct research via use of system databases, the School’s website, and/or the Internet in order to
resolve issues and answer inquiries to the satisfaction of the customers.
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Ability to multitask and maintain a positive work ethic and attitude.
Interest in working with and developing expertise in educational products and the federal government.
Experience in a college, university, or other educational/training organization is preferred.
Must have strong computer skills and proficiency with MS Office applications, particularly Outlook, Word,
Excel, and PowerPoint.
Ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced work
environment.
Ability to follow through and successfully execute tasks while adhering to specified quality standards.
Excellent analysis, troubleshooting, problem-solving, and decision-making skills.
Strong organizational/analytical skills, and attention to detail.
Project management and project planning skills are a plus but not required.
Ability to build rapport while providing superior customer service and maintaining positive relationships
with internal teams and client contacts.
Ability to work well independently and as a team member.
Must have excellent interpersonal, verbal, and written communication skills in order to effectively interact
with diverse sets of internal and external customers.
Must have the ability to learn and understand the School’s programs and service offerings.
Must have good research skills.
Must have the ability to listen effectively and to probe for the proper questions in order to gain a full
understanding of the requestors’ issues.
Must have excellent communication skills and the ability to professionally communicate with people at all
levels.
Interested applicants must submit a resume and cover letter (please include cover letter in Resume Text section of the
online application) for consideration by clicking on the following link to apply online:
https://home.eease.adp.com/recruit/?id=13110491
Graduate School USA is an Equal Opportunity Employer.