Job Details

Customer Service Coordinator
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Position Number: 5643480
Location: Boston, MA
Position Type: Multicultural Affairs and Affirmative Action

Customer Service Coordinator

About the Opportunity

JOB SUMMARY:

As part of the larger Education Innovation division, the Customer Service Coordinator plays an integral role on the Customer Service team to meet the innovative needs of Northeastern University. The primary role of this position is to respond to a high volume of inquiries from students and families (both prospective and committed) about Northeastern University's signature cohort-based first year programs, such as the N.U.in Program, Global Scholars, and London Scholars. Successful candidates will practice active listening, empathy, and professionalism when responding to requests. The person in this role must maintain a working knowledge of these programs to be able to answer inquiries with confidence and ease, as well as provide high-level triage for those inquiries which are unique and ad hoc, escalating as appropriate.

This position would be hybrid with requirements of being in person for student events as well as in the office 1 to 2 times a week.

MINIMUM QUALIFICATIONS:

Experience with customer service and/or advising
Able to interface with difficult customers and situations, escalating as appropriate
Effective organization skills to maintain records of communication and customer information
Knowledge of PC applications including Outlook, Word and Excel
Ability to learn navigation of ServiceNow system
Willingness and ability to adapt and learn quickly new policies and procedures.

RESPONSIBILITIES INCLUDE:

Support the Global First-Year Programs team with direct communication to students and their families; respond to a high volume of program inquiries from prospective and enrolled students/families on the phone and through ServiceNow in a professional manner.
Identify and report trends with recommendations for process or program improvements to resolve re-occurring questions/problems.
Provide high-level triage for those inquiries that are unique and ad hoc to appropriate stakeholders.
Discuss signature first year programs with prospective students/families at on-campus events during yield season.

Position Type

General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Customer-Service-Coordinator_R128244-1