Customer Service Representative

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come

The Customer Service Representative (CSR) position is responsible for answering questions via phone, chat and email channels, answering applicants’ questions and providing top-tier support as they navigate their application. The CSR role assists various states of the application process, and partners with the applicant, providing best-in-class service and support.

Responsibilities

• Respond to inbound inquiries and concerns of applicants via telephone, e-mail and chat in a fast-paced, call center environment
• Maintain accurate records of call data in CRM system
• Meet quantitative and qualitative standards as set by department
• Troubleshoot potential problems with web-based applications including application status, completion updates, and billing inquiries

Position Requireme

• Bachelor’s degree strongly preferred
• 1-2 years in a customer service role
• Demonstrated experience with MS Office Suite and web-based information sources
• Strong interpersonal, written, and verbal communication skills
• Demonstrated attention to detail while meeting/exceeding daily expectations for quality and quantity
• Ability to advocate for applicants and clients
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
• Demonstrated ability to learn quickly between different roles and new responsibilities
• Understanding of admissions and application process