Customer Support Specialist

Closing Date

November 22, 2021

Status

Full Time

Location

Albany, NY

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Reporting to the Director, Student Concierge Team, in the Excelsior College Student Success unit, the Student Concierge is a critical “face and voice of Excelsior” for students and other College constituents, providing an extraordinary customer service experience by phone, e-mail, live chat, and in person.The Excelsior Student Concierge team strives to make their interactions with College customers the best part of the customers’ day. The Concierges understand all essential aspects of College business and help to cultivate an extensive knowledge base of Tier 1 questions and answers to assist College students/constituents proactively, efficiently, and thoroughly. The Student Concierges are skilled at assessing student/constituent needs and anticipating/providing additional information College customers will need to know. Finally, the Concierge team plays a key role in continuous quality improvement at Excelsior, providing regular input on customer feedback patterns to inform enhancements to College processes and systems.The successful Student Concierge candidate will possess the highest service standards, exceptional interpersonal and relationship-building skills, a warm/welcoming demeanor, strong written/verbal communication skills, impeccable attention to details, solid judgment and problem-solving skills, and the ability to maintain focus in a fast-paced environment with frequent interruptions.Duties and Responsibilities:
  • As scheduled by supervisor, staff Excelsior College Concierge Desk; welcome and sign-in visitors; when needed, escort visitors to appropriate College office; provide campus directions; ensure visitor is comfortable and has everything needed if/when waiting in main lobby; maintain inventory of supplies and collateral at Concierge Desk; partner with College Facilities team to ensure clean, warm, welcoming lobby environment.
  • As scheduled by supervisor, staff incoming Excelsior phone line, e-mail box(es), and/or live chat platform; follow all established standards for opening and closing student/constituent contacts.
  • Answer Tier 1 student/constituent questions; escalate Tier 2+ questions to correct College office the first time through a warm transfer.
  • Identify and assess student/constituent needs; utilize Salesforce knowledge base and other College systems to answer questions, troubleshoot issues, and ensure seamless resolution.
  • Maintain solid understanding of relevant College policies and processes; provide feedback, based on student/constituent conversations, to help continuously ensure an extraordinary Excelsior service experience.
  • Support Concierge team members to be the best they can be; share knowledge and information for greater good of the team and College.
  • Participate in Concierge team training, mandatory College-wide training, and individual professional development to maintain ongoing skill development and career growth.
  • Attend Concierge team, Student Success All Team, and other relevant College meetings to stay current on College business and associated workflows.
  • Other duties and responsibilities may be assigned in support of the needs of the unit and the students we serve.
Qualifications:
  • Associate degree required (bachelor’s degree preferred) in business, education, hospitality, liberal arts, marketing, or other related field.
  • Two to three years of professional experience in the hospitality industry, high-profile office environment, or college student services.
  • Fluency in Spanish or secondary language a plus.
  • Exceptional interpersonal, relationship-building, and customer-service skills; accountability for work; strong work ethic and team focus; creative and fun energy with good sense of humor
  • Strong written/spoken communication skills across diverse audiences; active listening skills; exceptional judgment and problem-solving skills, diplomacy, tact
  • Proficiency with MSOffice software, phone systems, chat platforms, customer relationship management systems, and student information systems.
  • Ability to work quickly/accurately and to meet deadlines in a fast-paced environment with competing priorities.
  • Flexible availability to work within the following business hours (Eastern): Mondays and Wednesdays, 8:30 a.m. to 8:00 p.m.; Tuesdays and Thursdays, 8:30 a.m. to 6:00 p.m.; and Fridays, 8:30 a.m. to 5:00 p.m.

Application Information

If you have problems with online submission, please call 518-608-8270.

Excelsior College offers competitive compensation and a generous benefits package that includes paid time off, retirement, and excellent health insurance. Interested candidates should submit a letter of application, resume, and the names of three professional references. Please submit requested information by clicking the Apply Now button on this page.

AA/EOE/ADA

Excelsior College is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.

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