Summer Programs Customer Care Assistant

Updated: about 18 hours ago
Location: College Station, TEXAS
Job Type: FullTime

Job Description:

Under the direct supervision of the Associate Director of Summer Programs Operations, the Summer Programs Customer Care Assistant is responsible for providing high-level customer care for Summer Programs registrants and families who are participating in on-campus, online, or hybrid programming. This person will provide customer service prior to and during programming, assist families with any outstanding business (payments, required forms, etc.), and check students into their programs. The person in this role interfaces with families and Summer Programs students, assesses student needs, and assists with troubleshooting as necessary. This person will offer support to the Five-Week Office staff, Summer Programs staff, program directors, and Summer Programs frontline staff as needed. This person must be available to work on select evenings and weekends in June - August. The person in this role will largely serve as an on-campus Summer Programs representative in accordance with the school’s covid-19 health and safety guidelines, along with limited remote shifts. Given the nature of the changing landscape due to covid-19, flexibility in this role is needed as the program needs and campus guidelines may change.

Essential Duties and Responsibilities: 

  • Attending to the needs of program participants, their parents, Summer Programs faculty, and related staff via phone/email and in person.

  • Aid customers by connecting them with the relevant resource to resolve any issues from check-in to acclimating to their program.

  • Supports applicant account management across multiple databases

  • Operates as a liaison with the Office of Student Affairs to expedite solutions to any issues that may arise.

  • Member of the Summer Programs check-in team. Responsible for checking-in and assisting students as they begin their programs

  • Coordinates and facilitates catered breakfasts for weekend programming

  • Prepares and distributes time-sensitive program materials, such as certificates of completion

  • Provides basic programmatic support to Program Directors, including outside of general business hours

  • Other duties as assigned, within the scope of the description

Required Skills 

  • Strong interpersonal customer service skills and experience in dealing with challenging customer interaction situations. 

  • Excellent communication skills

  • Creative and flexible problem solving

  • Strong organizational skills

  • High attention to detail

  • Computer literacy (specifically Mac OS, Microsoft Suite)

  • Ability to work weekends and evenings

  • Strong sense of initiative and ability to work as a member of a team

  • Entry level working knowledge of college computer systems or equivalent (Colleague, Salesforce, Workday, education industry CRM systems).

  • Experience in music education preferred

The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Incomplete applications will not be considered. The position will remain open for applications until filled.

 

Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.


Employee Type:
Temporary (Fixed Term)

Job Description:

Under the direct supervision of the Associate Director of Summer Programs Operations, the Summer Programs Customer Care Assistant is responsible for providing high-level customer care for Summer Programs registrants and families who are participating in on-campus, online, or hybrid programming. This person will provide customer service prior to and during programming, assist families with any outstanding business (payments, required forms, etc.), and check students into their programs. The person in this role interfaces with families and Summer Programs students, assesses student needs, and assists with troubleshooting as necessary. This person will offer support to the Five-Week Office staff, Summer Programs staff, program directors, and Summer Programs frontline staff as needed. This person must be available to work on select evenings and weekends in June - August. The person in this role will largely serve as an on-campus Summer Programs representative in accordance with the school’s covid-19 health and safety guidelines, along with limited remote shifts. Given the nature of the changing landscape due to covid-19, flexibility in this role is needed as the program needs and campus guidelines may change.

Essential Duties and Responsibilities: 

  • Attending to the needs of program participants, their parents, Summer Programs faculty, and related staff via phone/email and in person.

  • Aid customers by connecting them with the relevant resource to resolve any issues from check-in to acclimating to their program.

  • Supports applicant account management across multiple databases

  • Operates as a liaison with the Office of Student Affairs to expedite solutions to any issues that may arise.

  • Member of the Summer Programs check-in team. Responsible for checking-in and assisting students as they begin their programs

  • Coordinates and facilitates catered breakfasts for weekend programming

  • Prepares and distributes time-sensitive program materials, such as certificates of completion

  • Provides basic programmatic support to Program Directors, including outside of general business hours

  • Other duties as assigned, within the scope of the description

Required Skills 

  • Strong interpersonal customer service skills and experience in dealing with challenging customer interaction situations. 

  • Excellent communication skills

  • Creative and flexible problem solving

  • Strong organizational skills

  • High attention to detail

  • Computer literacy (specifically Mac OS, Microsoft Suite)

  • Ability to work weekends and evenings

  • Strong sense of initiative and ability to work as a member of a team

  • Entry level working knowledge of college computer systems or equivalent (Colleague, Salesforce, Workday, education industry CRM systems).

  • Experience in music education preferred

The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Incomplete applications will not be considered. The position will remain open for applications until filled.

 

Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.


Employee Type:
Temporary (Fixed Term)

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