Customer Care Associate I

Are you searching for a rewarding, fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people? Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so…we would love to hear from you!

About UsUniversity of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values (which hopefully you share) are: Brave. Honest. Focused.
Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce. We are committed to hiring – and learning from – those who share our passion to help others achieve their educational aspirations.
We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

A Customer Care Associate I responds to customer inquiries via telephone, email and/or mail and ensures timely, accurate and high quality customer service and assistance.  An individual researches a variety of matters, ranging from general inquiries to resolution of complex student issues. A Customer Care Associate I serves as a subject matter expert regarding applicable University policies and procedures, student records, and other information related to the Registrar’s Office and veterans’ education benefits.

What You’ll Do:

1. Respond in a timely and accurate manner to customer inquiries about a variety of matters such as applicable University policies and procedures, transcript, letter and/or verification requests, as well as diploma-related inquiries, veterans’ education benefits, and academic records.

2. Serve as first level of de-escalation; clarify and uncover details about complex student issues; research applicable policies to provide appropriate guidance to students, campus personnel and others, including information about appropriate resource(s).  Use tact and diplomacy and maintain a positive relationship with internal and external customers.

3. Input critical interaction updates in multiple systems, ensuring students’ files are properly notated and that any required activity is completed in a timely and accurate manner.

4. Serve as a subject matter expert and recommend and/or provide solutions about internal processes and policies to improve operational efficiency; partner with internal groups to provide feedback to department leadership about trends and related procedures.

5. Maintain certification as School Certification Officer to accurately respond to Veterans Affairs (VA) customer inquiries and/or concerns about VA-related benefits; ensure compliance with federal regulations and internal policies and procedures at all times; assist Department of VA employees when necessary to address student-specific issues.

6. Attend trainings, educational workshops, or professional development classes to maintain current programmatic and technical knowledge to ensure ongoing compliance; may attend or facilitate other skills-based trainings as needed, including participation in department and University initiatives, to maintaining cross-functional knowledge.

7. May perform other duties as assigned or apparent.

NOTE:  The Primary Accountabilities above are intended to describe the general content and requirements of the 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 incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

Supervisory Responsibilities

None.

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:

• High school diploma or GED

• One (1) year of customer service or other applicable experience 

ADDITIONAL QUALIFICATIONS:

• Able to handle a high volume of incoming calls, and research appropriate resources

• Able to maintain a professional demeanor all times

• Good oral, written and interpersonal communication and customer service soft skills to maintain a positive and helpful attitude with customers

• Proficient interpersonal and communication skills to explain technical information to customers, stakeholders, VA representatives, students, and case managers

• Working knowledge of personal software packages and communication equipment to perform general administrative functions

• Proficient time management skills and a strong attention to detail while handling many different, complex, and critical processes simultaneously

• Able to effectively balancing priorities while navigating through nuances in policies and procedures accurately and timely

• Able to work collaboratively in a team environment, as well as achieve results independently

• Flexible and adaptable to frequent changes to regulations, policies, and procedures