St. John's established in 1870, has three New York City campuses; a graduate center in Hauppauge, NY; international locations in Rome, Italy; Limerick, Ireland; and Paris, France; and study abroad locations around the world. The Princeton Review and other top rankings consistently recognize the University's outstanding academics, diverse student body, dynamic internship and volunteer opportunities, focus on student life, and diverse study abroad offerings. St. John's University offers more than 100 undergraduate and graduate programs in its six colleges and schools, with a growing number of programs offered online. The University is accredited by the Middle States Commission on Higher Education and 12 other major academic and professional associations.
A dedication to diversity, equity and inclusion is at the heart of our mission. As a Catholic and Vincentian university, St. John's is committed to institutionalizing practices of inclusive excellence to ensure that we welcome and celebrate the intrinsic worth of all members of our community. We will become an even stronger university as we enhance equity at every level of our institution. As noted in our Vision Statement, our graduates will excel in the competencies and values required for leadership and service in a rapidly evolving world.
Provide student face to face, e mail and telephone service support for Enrollment Management as well as designated departments and operations. Provide professional, quality telephone support and student service assistance to all university customers including prospective and matriculating students, parents and alumni, as well as general public queries.
This position is a front line, student service that requires precise attention to detail, strong customer service skills with a professional and courteous work ethic and demeanor. Work hours are varied depending upon the needs of our students and their families.
Skills (position requirements at entry):
Interpreting information, making determinations and recommendations.
Providing customer service.
Report to work as scheduled, adhere to break and lunch schedules, log onto ACD and process assignments as delegated by department management.
Report to Student Financial Services, in Bent Hall to provide face to face student service support.
Research and resolve St. John's University student financial service e mails.
Researching and resolving issues and problems as it relates to student accounts at all operational levels.
Maintaining security of confidential student records. (verification of account holder)
Compiling and creating reports. (csc payments)
Evaluating documents and applications.
On going responsibilities (include but are not limited to):
Provide prompt and courteous service to all callers. Deal directly with students and parents either by telephone, electronically or face to face.
Respond promptly to customer inquiries.
Handle and resolve customer issues using all relative resources. (WIKI)
Satisfy, respond to or redirect (as necessary) all incoming calls utilizing various systems and applications.
Attend ongoing training to keep current with information and systems.
Maintain a timely and efficient workflow of calls processed based on department objectives and standards.
Assist other team members as needed and designated by the department.
Provide insight, suggestions and comments on operational procedures, call analysis and training issues to management, which would contribute to an increase in efficiency, productivity and quality of service.
Report to work as scheduled, log on to ACD and process assignments as delegated by department management.
Provide enrollment, continuing education, and alumni information.
Organize workflow to meet customer time-frames.
Direct requests and unresolved issues to the designated resource.
Keep records of customer interactions and transactions.
Record details of inquiries, actions taken, comments and complaints.
Professionally communicate and coordinate with internal departments
Follow up on student interactions via applying notes into Banner screens.
Provide management with feedback to make changes for improvement purposes.
Truly enjoys interacting with people
Has great written and verbal communication skills
Has excellent phone rapport and aptitude for customer service
Knows the definition of empathy and utilizes that skill when appropriate
Is intuitive and has a proactive approach to serving others
Has a strong work ethic and takes ownership of his/her work
Is poised, positive, outgoing, cheerful, and has a professional demeanor
Can tolerate and rise above conflict
Has a professional appearance
Demonstrates integrity, honesty, teamwork, and genuine concern for others
Build rapport with students and their families
Excellent interpersonal skills Good communication skills - verbal and written
Resourceful in gathering information for first call resolution
Proficient in math. Addition, subtraction, multiplication and division
Good communication skills - verbal and written
Keen listening skills
Problem analysis and problem-solving
Attention to detail and accuracy
High stress tolerance
Ability to type 60 wpm
2 years proven experience in customer service. Preferably in higher education.
High School Diploma
St. John's offers a competitive compensation program which is commensurate with your qualifications, experience, and contingent upon the departmental budget. We also offer an extremely comprehensive benefits program to meet the diverse needs of our workforce. Along with exceptional benefits such as medical, dental, life insurance, long term disability insurance, tuition remission, generous 403(b) employer contribution, employee assistance program, and liberal paid time off policies, faculty and staff can also enjoy St. John's performing arts, libraries, bookstores, dining facilities, campus recreation and sporting events.
Any offer of employment is subject to receipt by St. John's University of satisfactory references, verification of employment and education.
St. John's University is an Equal Opportunity Employer and encourages applications from women and minorities. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, or any other characteristic protected by law.
St. John's University is Catholic, Vincentian and Metropolitan. We are committed to attracting, motivating, and retaining a highly qualified and diverse workforce to support our mission of academic excellence and the pursuit of wisdom. Known for over 100 years of proud athletic tradition, our Big East excitement keeps Red Storm fans cheering. Ranked among America's top universities by The Princeton Review, St. John's University educates leaders for today's global society through quality academics, high-tech resources and an expanding international presence. With 1,500 Faculty and 1,400 Administrators/Staff, St. John's is a leading Catholic University in the Vincentian tradition, dedicated to making a positive difference in people's lives through active engagement in issues of energy and resource conservation, social justice and global citizenship. These values enhance the academic experience of more than 20,000 undergraduate and graduate students on three residential New York City campuses in Queens, Staten Island and Manhattan; a graduate center in Oakdale, NY; an international campus in Paris, France and Rome, Italy; and learning centers in other locations worldwide.