The Customer Service Representative position is responsible for assisting customers (primarily TROY students and parents) by answering incoming phone calls regarding financial aid, admissions, student account services, enrollment management, and other related departmental areas in an effort to answer inquiries, resolve issues, and fulfill requests. Staff will also assist with clerical duties during the call center’s off-peak periods as needed.
Other job duties include:
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Logs communications in database.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Provides general office support that assists in the functioning of the office including basic computer data entry, filing paperwork, sending and receiving faxes, and relaying messages.

1. High school diploma or equivalent
2. Strong phone and verbal communication skills along with active listening
3. Customer focus and adaptability to different personality types
4. Ability to multi-task, set priorities and manage time effectively
5. Computer proficient
6. Attentive to detail
7. Must be fluent in English and have ability to use correct grammar
8. Must have an enthusiastic and positive attitude, and a strong work ethic
9. Must have a genuine desire to help TROY, and a strong sense of school pride

1. Minimum of one year of customer service experience
2. Familiarity with a higher education environment

- Maximum of 19 hours per week
- To be determined between the hours of 7am and 7pm, Monday through Friday
- Some work on holidays may be required

NA