Customer Service Representative

 

The Customer Service Representative, is responsible for the successful administration and operational execution of Pre-Licensing and Post-Licensing, communication. This role serves as the central coordination point between students, instructors, sponsors, regulatory agencies, and internal teams — ensuring a high-quality educational experience and full compliance with state licensing requirements.
This position requires a detail-oriented professional with strong organizational skills, a commitment to accuracy, and the ability to manage multiple concurrent priorities. The Program Coordinator plays a key role in student success, regulatory compliance, instructor support, sponsor relations, and operational excellence.

Manage student communications throughout the lifecycle of Pre-Licensing and Post-Licensing programs.
–    Send course welcome communications, exam information, completion requirements, and deadline reminders.
–    Communicate exam eligibility, retake procedures, and next steps following course completion.
–    Provide guidance regarding licensing applications, background checks, and state exam registration.
–    Conduct proactive student outreach and follow-up to support successful completion and licensure.
–    Document and track student feedback to identify trends and opportunities for improvement.
–    Respond to student inquiries and provide operational support related to course participation.
Course Administration & Exam Operations
–    Coordinate operational activities for classroom, livestream, and online education programs.
–    Load and administer progress exams, final exams, and exam preparation materials.
–    Monitor student completion of required coursework and preparation activities.
–    Verify student eligibility for final examinations and manage pass/fail processing and notifications.
–    Coordinate exam scheduling, retake processes, and all exam-related communications.
–    Maintain accurate student records and course completion documentation.
–    Ensure timely completion of course evaluations and student engagement activities.
Regulatory Compliance & Commission Reporting
–    Prepare and submit required reports and course summaries to state regulatory agencies.
–    Verify course completion records, enrollment counts, pass/fail results, and reporting accuracy.
–    Ensure compliance with all Commission reporting requirements and established deadlines.
–    Maintain documentation supporting course completion and regulatory submissions.
–    Research and resolve discrepancies in student records and reporting data.
–    Coordinate corrections and updates to previously submitted records as necessary.
Instructor Support & Program Coordination
–    Provide instructors with class rosters, student progress reports, and final course results.
–    Communicate pass/fail outcomes and course completion information to instructors.
–    Coordinate administrative activities supporting course delivery.
–    Serve as liaison between instructors and internal operational teams.
–    Support the successful execution of education programs and instructor needs.
Continuing Education Sponsor Management
–    Coordinate Continuing Education sponsorship programs and related partnerships.
–    Serve as the primary operational contact for sponsors participating in educational programs and events.
–    Manage sponsor communications, scheduling, logistics, and fulfillment of sponsorship commitments.
–    Maintain sponsor records and participation tracking.
–    Support sponsor retention through responsive communication and effective program execution.
Career Expo & Event Coordination
–    Coordinate career expos, networking events, and student engagement initiatives.
–    Manage event logistics, registrations, communications, vendor coordination, and preparation.
–    Serve as the primary point of contact for participating employers, sponsors, and attendees.
–    Track attendance, participation, and event outcomes.
–    Support initiatives designed to increase student engagement and career placement opportunities.
Reporting, Systems & Data Management
–    Utilize student information systems, learning management systems, CRM platforms, and internal databases.
–    Maintain operational spreadsheets, tracking tools, and program records.
–    Generate reports related to enrollments, completion rates, pass/fail outcomes, and operational performance.
–    Audit data for accuracy and completeness across internal and external reporting systems.
Process Improvement & Operational Excellence
–    Document operational procedures and maintain up-to-date process documentation.
–    Identify opportunities to improve efficiency, accuracy, compliance, and the student experience.
–    Assist with the implementation of new operational processes and systems.
–    Participate in special projects and departmental initiatives.
–    Support continuous improvement efforts across the Education Operations function.

Associate degree or equivalent combination of education and work experience.
–    Two or more years of experience in program coordination, education administration, operations, customer service, or a related field.
–    Strong organizational and project coordination skills with demonstrated ability to manage multiple priorities.
–    Excellent written and verbal communication abilities.
–    Strong attention to detail and commitment to accuracy.
–    Ability to meet deadlines and adapt in a fast-paced environment.

Preferred
–    Bachelor’s degree.
–    Experience in education, licensing, compliance, regulatory operations, or workforce development.
–    Familiarity with learning management systems, CRM platforms, or student information systems.
–    Experience coordinating events, sponsorships, or external partnerships.
–    Background in reporting and data analysis.