Coordinate telecommunication inbound and outbound answering services among IU student, faculty and staff providing correct and consistent information on Indiana University and specific services, including promoting and responding to inquiries about enrollment through the Office of Online Education. Provide personalized tier 1 services via telephone, e-mail and chat to ensure service needs are fulfilled and enrollment objectives met. As necessary, refers higher level problems to the appropriate supervisors and tier 2 staff.
REQUIRED: High school diploma or GED, plus 6 months of relevant work experience.
Effective and professional interpersonal and communication skills, including proper grammar, enunciation, spelling, and punctuation. Operates with a customer service mindset, including ability to identify customer needs and adjust approach accordingly, and has a helpful, positive, and courteous attitude. Able to guide prospective and current students/parents through multi-step decisions when selecting a course, reviewing course options and be able to identify when the customer will need more advanced advising support. Demonstrates initiative and creativity in identifying customer needs, while being precise and thorough. Able to work in a fast pace, changing, and demanding work environment. Ability to manage multiple tasks, effectively manages time, and prioritized work responsibilities appropriately while maintaining attention to detail. Knowledge in Microsoft Office Applications (Word, Outlook, Excel) and their web browsers.
Salary Plan: HR
Salary Grade: HR
Campus: IUPUI - Indianapolis
Department: VICE PRESIDENT INFORMATION TEC (UA-VPIT-IUINA)
Internal Number: 73265
About Indiana University
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.