Admissions Customer Service Representative

Title

Admissions Customer Service Representative – Web Minder

Department

Advertising & Marketing Services

Summary

The Admissions Customer Service Representative (ACSR) will be responsible for answering EDMC school web site visitors’ questions via online chat sessions. The ACSR must conduct high quantity as well as quality Internet text chats and respond to users’ questions in a timely manner, encouraging prospective students to learn more about our schools. ACSRs will be measured using Customer Satisfaction Surveys given to visitors after they exit the chat. Surveys of the incoming EDMC student class will also be conducted to determine if the chat sessions influenced the class starts. The ACSR will provide feedback to the web development team and marketing managers on site layout, content, navigation and other issues to support continuous improvement of the web experience for prospective students. Over time as we develop this new channel, the plan is to experiment with live voice conversation option and/or warm call transfer options and through telephone/telephony converse with prospective students and convert some portion of them to high-quality inquiries and applications. The ACSR will also from time to time engage is customer research through telephone surveys of prospective students.

Key Job Elements

1. Manages Internet text chats to achieve prompt contact and service with site visitors and achieves customer satisfaction goals.

2. Manages multiple chat sessions with users.

3. Analyses chat session history and offers suggestions of improvements to online chat experience.

4. Continuous learning to develop and improve methods of student recruitment by engaging with prospective students in text and perhaps on the phone.

5. Captures common questions and improvement ideas for the web experience, organizing and providing that feedback to the marketing manager and web development team.

6. Studies the EDMC web sites and is familiar with the site layout and content of all sites.

7. Accurately and completely portrays EDMC school education programs.

8. Participates in all necessary training programs.

9. Portrays positive attitude and is able to work in a team environment.

Organizational Relationships:

Reports to: Admissions Customer Service Manager

Interacts with: Outside clients (potential students and their families), staff and faculty.

Position Requirements

***Evening and Weekend hours required**

1. Minimum of 1-2 years non-durable good sales and/or customer service experience preferred. Able to work with people from variety of socio-economic and cultural backgrounds.

2. Good telephone skills, prior telesales experience preferred

3. Experience in using MS Office

4. Ability to work independently and make decisions based on general guidelines.

5. Desire to experiment with new modes of communicating, experimentation and work in a changing environment

6. Is customer-focused.

7. Is goal oriented and highly ethical.

8. Must be experienced in using the Internet and Internet-based collaborative, chat, instant messaging and related communication tools

9. Must be proficient in typing quickly and accurately.

10. Bachelor’s degree required

Accountability

Direct: Admissions customer service, site improvements and recommendations, customer satisfaction

Indirect: School image.

---

Contact:

Lisa Westwood - Staffing Specialist
210 Sixth Ave.
33rd Floor
Pittsburgh , PA  15222
staffing@edmc.edu