About the Position
A Customer Support Specialist provides high levels of customer support for both current and former students, as well as internal and external customers, through various communication channels. Primarily responds to customer support requests related to University technologies and directory assistance.
What You’ll Do
1. Responds to high volume of customer requests via telephone, email, chat and community boards. Provides assistance to address the issue or route to other departments as appropriate.
2. Creates and maintains accurate documentation of interaction activities for trending and reporting purposes.
3. Demonstrates an ability to use good judgement and maintain performance at established company standards.
4. Proactively manages time and adheres to an established schedule of work activities.
5. Collaborates with other departments to service customers’ specific needs and requests.
6. Ability to work flexible schedules as required to meet business need, including availability to work throughout the operating hours of the department – including evenings, weekends, and holidays and occasional overtime.
7. Performs other duties as assigned or apparent.
NOTE: The primary accountabilities above are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed above. Specific goals or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager.
Supervisory Responsibilities
None
MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:
High School diploma or equivalent education required
One (1) year of technical customer service experience required
PREFERRED EDUCATION/EXPERIENCE and ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES:
Excellent communication skills, with the ability to actively listen and knowledgably respond to customer questions
Ability to utilize problem solving skills to instruct customers with varying skill levels regarding technical inquiries.
Ability to handle a high volume of inbound customer support requests through multiple channels including phone and chat.
Excellent organizational and time management skills
Ability to provide timely, accurate information on a variety of academically-oriented subjects
Ability to maintain a professional and helpful attitude with all customers.
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As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.