Summer Programs Customer Care Assistant

Job Description:

Berklee’s Office of Summer Programs offers 25+ short-term, in-person programs in the areas of music, theater, and dance and regularly welcomes 2,500+ students to campus each year, in addition to enrolling students into online courses. Under the direct supervision of the Operations Manager, the Customer Care Assistant is often the first point of contact for prospective and registered students and families and provides high-level customer service via email and phone by advising in areas such as program selection, registration, and pre-program preparation, in addition to assisting and troubleshooting on-site at the department reception area, program check-ins, and other events as needed. Program registrations open in the fall; however, the office reaches peak volume in the spring and summer and is especially busy during this period. The Customer Care Assistant role is anticipated to begin as soon as possible and run through mid-August.

Job duties:

• Ensure customer satisfaction, answering questions professionally and thoroughly via phone and email, and referring to staff members or other offices as necessary. 

• Support program enrollment, retention, and completion of required pre-arrival tasks by conducting regular phone outreach to prospective and registered students. 

• Identify and communicate to the team recurring trends in customer concerns and other opportunities for improvement.

• Assist with processing international student documents for visa eligibility.

• Perform accurate data entry into our systems, as well as other administrative tasks as assigned, such as data clean-up, word processing, and mailings.

• Support on-the-ground programming as needed, including staffing program check-in events and certificate distribution. Some evenings, early mornings, and weekends may be requested on select dates in June, July, and August.  

 

Required Qualifications:

• Strong written and oral communication skills with ability to clearly and concisely explain programming, policies, and procedures in person, by phone, and by email.  Must be comfortable speaking on the phone.

• Customer service-oriented attitude. Ability to maintain professional composure and represent the department in a friendly, helpful manner.

• Meticulous attention to detail.

• Excellent time management skills and ability to multitask in a fast-paced setting with frequent interruptions.

• Comfortable using standard office hardware and software, e.g. Apple OSX, Google Suite (Google Docs, Sheets, Drive, etc.), Word, and Excel.

Preferred Qualifications:

• Familiarity with music or other performing arts.

• Knowledge of a language other than English.

Both a resume and cover letter are required to apply.  Applications missing any of these materials will not be considered.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : 

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

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

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:
Temporary (Fixed Term)

Job Description:

Berklee’s Office of Summer Programs offers 25+ short-term, in-person programs in the areas of music, theater, and dance and regularly welcomes 2,500+ students to campus each year, in addition to enrolling students into online courses. Under the direct supervision of the Operations Manager, the Customer Care Assistant is often the first point of contact for prospective and registered students and families and provides high-level customer service via email and phone by advising in areas such as program selection, registration, and pre-program preparation, in addition to assisting and troubleshooting on-site at the department reception area, program check-ins, and other events as needed. Program registrations open in the fall; however, the office reaches peak volume in the spring and summer and is especially busy during this period. The Customer Care Assistant role is anticipated to begin as soon as possible and run through mid-August.

Job duties:

• Ensure customer satisfaction, answering questions professionally and thoroughly via phone and email, and referring to staff members or other offices as necessary. 

• Support program enrollment, retention, and completion of required pre-arrival tasks by conducting regular phone outreach to prospective and registered students. 

• Identify and communicate to the team recurring trends in customer concerns and other opportunities for improvement.

• Assist with processing international student documents for visa eligibility.

• Perform accurate data entry into our systems, as well as other administrative tasks as assigned, such as data clean-up, word processing, and mailings.

• Support on-the-ground programming as needed, including staffing program check-in events and certificate distribution. Some evenings, early mornings, and weekends may be requested on select dates in June, July, and August.  

 

Required Qualifications:

• Strong written and oral communication skills with ability to clearly and concisely explain programming, policies, and procedures in person, by phone, and by email.  Must be comfortable speaking on the phone.

• Customer service-oriented attitude. Ability to maintain professional composure and represent the department in a friendly, helpful manner.

• Meticulous attention to detail.

• Excellent time management skills and ability to multitask in a fast-paced setting with frequent interruptions.

• Comfortable using standard office hardware and software, e.g. Apple OSX, Google Suite (Google Docs, Sheets, Drive, etc.), Word, and Excel.

Preferred Qualifications:

• Familiarity with music or other performing arts.

• Knowledge of a language other than English.

Both a resume and cover letter are required to apply.  Applications missing any of these materials will not be considered.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : 

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

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

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:
Temporary (Fixed Term)