Job Details

Level: Experienced

Job Location: Memorial Hall - , TN

Position Type: Graduate Assistant

Education Level: Doctorate

Salary Range: Undisclosed

Travel Percentage: Road Warrior

Job Shift: Day

Job Category: Education

Description

Customer Service Representative for International Student Services - GA Position

Level: Experienced

Job Location: Cumberland University - Lebanon, TN

Position Type: Staff

Education Level: Bachelor's Degree

Job Categories: Education

POSITION TITLE: CALL REPRESENTATIVE FOR INTERNATIONAL STUDENT SERVICES

DEPARTMENT: International Student Services

SUPERVISOR: VP/Director of Enrollment Services

FLSA STATUS: Exempt

GENERAL JOB FUNCTION

Primarily responsible for interacting with both current and prospective international students. This position involves working with students' interest at both the undergraduate and graduate programs level. Candidates will focus on answering and responding to student inquiries via phone, text, What's App, and email.

STANDARD EXPECTATIONS

Responsibilities include, but not limited to:

• To possess the understanding of and the commitment to the University Mission.
• Interpret and communicate academic and institutional policies accurately, promptly, and thoroughly.
• Assist the International Student Services staff and Designated School Officials (DSO's) with daily tasks.
• Answering and returning phone calls of prospective and current students.
• Keep records of student interactions, transactions, comments, and complaints.
• Maintain open lines of communications with program directors, enrollment staff, and other affiliated parties regarding programmatic activities and events involving international students.
• Manage and update student files, both digitally and physically.
• Assist enrollment and international student services staff with reconciling lists and projects as needed.
• Filter tickets and calls in terms of level of importance for supervisory review.
• Providing feedback on the efficiency of the customer service process.
• Serve as the initial point of contact for those visiting the International Student Services space, as well as those who reach out via phone call.
• Assist prospective students who need help navigating the website with finding the information they need.
• Scanning, printing, and filing transcripts and other required/relevant documents.
• Participate in professional development as appropriate to the role.
• Foster positive, professional and effective written and verbal communication with students, supervisors, college staff, and faculty.
• Respond in a professional manner to correspondence and other inquiries regarding programs; maintain open lines of communication with regards to assigned programs.
• Perform other duties/tasks as may be assigned and/or requested by the supervisor(s)

DECISION MAKING AND MANAGEMENT

On a regular and continuous basis exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the department/division.

EDUCATION AND EXPERIENCE

Required: Bachelor's Degree

QUALIFICATIONS AND SKILLS

• Strong communication skills using spoken and written words.
• Organizational Skills and the ability to prioritize responsibilities.
• Multi-task oriented.
• Computer knowledge and skills.
• Record keeping and reporting skills.
• Excellent Interpersonal skills.
• Demonstrated leadership skills.
• Ability to travel.
• Ability to lift up to 50 lbs.