Edtech.com's Summary

Adtalem Global Education is hiring a Customer Service Representative to support Walden University's Admissions/Enrollment department. The role involves handling customer inquiries via phone, chat, SMS, and email, directing them to the appropriate teams, and providing outreach to select students while ensuring accurate documentation and excellent customer service.

Highlights

Handle inbound customer inquiries through multiple communication channels including phone, chat, SMS, and email.
Connect customers with appropriate departments based on their needs and provide documentation using Salesforce.
Conduct outbound outreach initiatives for select students and assist with pilot projects and campaigns.
Maintain up-to-date knowledge of business processes and product information, participating in continuous training for quality service.
Provide feedback on strategies to improve customer service efficiency and effectiveness.
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and relevant computer systems required.
Preferred qualifications include a Bachelor's degree and over 3 years of customer service experience.
Salary range between $14.60 and $23.29 per hour, adjusted based on experience and other factors.
Full-time permanent position within the Admissions/Enrollment department of an education management company.
Benefits include health, dental, vision, life and disability insurance; 401k with 6% employer match; 15 vacation days; 12 paid holidays plus 2 floating holidays.

Customer Service Representative Full Description

Company Description

About Walden University
Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram 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.

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 $14.6 and $23.29. 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.

Adtalem 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.adtalem.com/benefits.

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

Original Job Description

Company Description

Job Description

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

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.adtalem.com/benefits.

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

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