Customer Service Representative at Golden Gate University


Perform excellent customer service and a wide variety of specialized duties involved in the support and maintenance of Enrollment Management: Financial Aid, Records & Registration & Student Accounting Services and Admissions. This position is the initial contact point for students, both in person and on the phone at the GGU Hub Customer Service Desk.

Job Functions

•    Provide front desk and telephone coverage for Enrollment Management, Financial Aid, Records & Registration & Student Accounting Services.  Answer multiple lines, transferring calls to the appropriate party.  Retrieve and deliver voice mail messages.
•    Schedule student appointments with appropriate departments.
•    Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
•    Explain university policies and procedures relating to admission to prospective students and university staff.
•    Provide assistance to students regarding admissions processes, procedures, forms, deadlines and other pertinent requirements.
•    Assist students, staff and faculty in solving problems related to admission.
•    Provide backup assistance to Registration and Student Records functions.
•    Retrieves information from an on-line student records system. Updates/changes student records on-line in a timely manner.
•    Refers specific inquiries or difficult/complex queries directly to the appropriate area or department regarding grades, appeals, exemptions, fee deferrals, etc.
•    Collect tuition fees for payment.

Ability to:
•    Communicate clearly and effectively, both verbally and in writing.
•    Multi-task, prioritize, and manage time effectively.
•    Understand, correctly interpret and effectively communicate University policies and procedures.

•    Excellent interpersonal and customer service skills.
•    Excellent phone contact handling and active listening skills
•    Detail-oriented, problem solving & conflict resolution
•    Familiarity with CRM systems and practices
•    Excellent presentation skills.

Education and/or Experience:
Bachelor’s degree preferred. Three to five years’ customer service experience required.

Apply online here