About the Department

The Student Success Customer Service Coordinator will report to the Associate Director of the Call Center/Customer Service Center of Excellence. They are responsible for the delivery of superior customer service by answering and efficiently resolving incoming inquiries, in connection with the operation of the Customer Service Center of Excellence. The key responsibilities include fielding calls in the call center, providing support for training sessions for faculty and staff, and collaborating with campus units to streamline student support services. The coordinator will also assist with identifying service gaps and opportunities for improvement. They will serve as a resource and advocate for students navigating university systems and services. This position requires a professional and analytical individual with strong communication and technology skills and previous customer service experience who takes pleasure in working with the public and can perform tasks timely and efficiently as a member of a team. This position also requires the coordinator to act as a customer advocate by taking ownership of the inquiry and follow through to satisfy the customer at the first point of contact.

The coordinator is also responsible for wraparound support for students who call into the DSU call center includes referrals to academic advising, tutoring, counseling, health services, co-curricular programming, service opportunities, and smart campus technology will be integrated into this initiative to ensure a holistic and responsive student experience.

Position Duties

Essential Functions
The following are the functions essential to performing this job:
1. The ability to respond professionally and efficiently to customer inquiries via various channels such as telephone, email, chat, social media or in person.
2. Requires the ability to effectively problem solve customer issues.
3. The ability to learn new technology, products or customer policies quickly.
4. Requires highly skilled customer service experience and effective interpersonal and customer relations skills, including diplomacy and the ability to work effectively with individuals from a wide range of personal and academic backgrounds.
5. Ability to assist with training of new customer service staff.
6. Requires the ability to research, resolve and respond to executive level escalations efficiently.
7. Will work as a liaison with other campus offices and constituents.
8. The ability to assist with projects associated with developing and implementing service strategies.

Required Knowledge, Skills, and Abilities
The individual in this job must possess these skills and abilities or be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
1. Must have extensive experience working with a variety of computer applications including Microsoft Word, Excel, and PowerPoint.
2. Must have experience working with databases and all applications relevant to the internet. Knowledge of CRM and contact center technology systems is preferred.
3. Must have the ability to deal effectively and courteously with the public.
4. Must have the ability to work within a team and independently. The ability to be detail oriented.
5. Must be able to work flexibly under the pressure of multiple deadlines simultaneously and service level agreements.
6. Must have the ability to maintain confidentiality and handle sensitive matters with discretion and tact.
7. Must have the ability to work well with others and to interact positively with internal and external customers.

Minimum Qualifications

1. Education: Associate degree, bachelor’s degree preferred or equivalent work experience
2. Experience assisting with training for customer service staff and enterprise staff.
3. Experience identifying service gaps and opportunities for improvement.
4. Excellent professional and interpersonal communication skills are essential.
5. Proven superior customer service skills.

Other Qualifications

1. Demonstrate knowledge of the DSU Fundamentals
2. Reliable attendance and work results.
3. Completion and quality of work according to the guidelines established.
4. Interaction and working relationships with co-workers and customers.