Edtech.com's Summary

Purdue University is hiring a Customer Service Representative to serve as the primary point of contact for students, parents, alumni, and campus partners in the Office of the Registrar. The role delivers timely, empathetic service across in-person, online, and phone channels while resolving routine and complex inquiries and de-escalating challenging situations. The representative also applies registrar and enrollment management policies and supports the training of student staff.

Highlights

Serve as the first point of contact for students, parents, alumni, and campus partners across in-person, online, and phone channels
Resolve routine and complex service inquiries and de-escalate challenging situations
Interpret and apply policies across the Office of the Registrar, Enrollment Management, and advising partner areas
Identify appropriate escalation pathways and ensure compliance with university, state, and federal regulations
Support the onboarding and ongoing training of student staff
Hold a high school diploma or GED and at least three years of customer service or clerical experience
Bring strong problem-solving, communication, and MS Office skills
Prefer a bachelor's degree
Classified as FLSA exempt and not eligible for overtime
Require a background check for employment

Customer Service Representative Full Description

City:

West Lafayette

Job Summary

This fully competent individual contributor serves as the primary point of contact for students, parents, alumni, and campus partners seeking assistance from the Office of the Registrar through in-person, online, and telephone interactions. The role delivers timely, empathetic, and high-quality service in a fast-paced environment while managing multiple inquiries, resolving concerns, and de-escalating challenging situations.

The position interprets and applies policies and procedures across the Office of the Registrar, Enrollment Management, and advising partner areas to address a broad range of inquiries. It exercises sound judgment to resolve routine and complex concerns, identify appropriate escalation pathways, and ensure compliance with applicable university, state, and federal regulations. The individual also supports the onboarding and ongoing training of student staff.

What Are We Looking For: Education and Experience

Required:

High School diploma or GED
Minimum of 3 years of experience in customer service or clerical role

Skills:

Excellent customer service, problem-solving, verbal, and written communication skills
Ability to handle frequent interruptions, balance multiple tasks, and maintain confidentiality
Ability to navigate MS Office package with little to no assistance
Strong organizational skills and attention to detail

Preferred:

Bachelor’s degree preferred.

Additional Information

A background check will be required for employment
FLSA: Exempt (Not Eligible for Overtime)
Retirement Eligibility: Defined Contribution Waiting Period
Purdue University is an EEO/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply

For internal candidates that will be transferring between pay schedules (biweekly ↔ monthly; monthly ↔ biweekly), please coordinate your transfer date with your new manager to ensure a smooth transition of pay, benefits, and retirement.

Career Stream:

Administrative and Operational Support 2

Pay Band:

S035

Job Code:

#20004178

Link to Purdue University’s Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php

EOE

Purdue University is an equal opportunity employer.

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