Position Description

Position Description:

The part-time Customer Service Representative will provide customer services and support to students and college staff at our regional campus. This position will work primarily afternoon to evening hours, however shifts may vary from time to time depending on the needs of the campus. This person will also be proctoring Pearson Vue testing both at the Antigo campus and Langlade County Jail.

Note: The Regional Campuses have standard hours from 7:00 am to 10:00 pm M-Th, 7:00 am to 6:00 pm on Friday, and 7:00 am to 1:00 pm on Saturdays. Non-standard hours may apply based on demand. Specific hours are determined with supervisor.

Duties & Responsibilities

Duties/Responsibilities of position:

Essential Job Functions

*Each CSR position may vary slightly to include or not include following functions based upon campus needs.

1. Campus administrative duties including answering the telephone, greeting people, making appointments, meeting set up and completing general office duties.

2. Serve as customer service contact for Regional Campus students: assess individual student needs and provide individual/direct assistance to students in applying to the college, Accuplacer testing, enrolling in classes, collecting documents, cashiering, ordering books, accommodation requests, counseling service referrals, financial aid referrals, academic appeals, withdrawing from classes and helping students understand the appropriate forms, processes, and procedures .

3. Facilitate the admissions process for regional students to NTC's Associate Degree, Certificate, and Technical Diploma courses/programs, including assisting students with application & testing, determining program readiness, processing program acceptance, and corresponding with applicants.

4. Monitor program wait lists, wait list numbers, and acceptance numbers using PeopleSoft reports and readable screens.

5. Contact students by telephone regarding class changes, cancelations, wait lists.

6. Accurate collection, tracking, daily reporting and deposit of student tuition, book and material fees (cashiering) via Touchnet System.

7. Process all student records using ImageNow software. Priority in maintaining accurate student records/files as required.

8. Coordinate with regional and district Learning Center staff, Testing staff and Enrollment and/or Academic Advisors for services, use Lotus Notes calendars to schedule tests. Follow-up of missed appointments.

9. Understand and guide students and instructors in their specialized needs and requests pertaining to course delivery via IVC, Netmeeting (Adobe Connect), In Person, Computer Flex lab and Trade lab settings.

10. Proctor tests as necessary. *Certification may be required to be obtained by CSR in order to proctor tests. Any costs related to this certification will be covered by NTC.

11. Assist in the regional marketing efforts, recruitment, scheduling, enrollment, technology required, and instructional support for the NTC Continuing Education and Business and Industry Solutions Divisions.

12. Assist and resolve, within scope of responsibility, customer complaints regarding: scheduling conflicts, billing, instruction or course delivery quality, etc.

13. Sign and verify attendance sheets for TRA/TAA students.

14. Provide support service to DWD Job Center, DVR, RES and W2 in designated regional campuses.

15. Accurate and timely GED reporting and ABE Client Reporting record maintenance and oversight.

16. Administer and process confidential course evaluations.

17. Act as facilitator for campus classes. Tasks associated with this function include, but are not limited to: instructor material distribution via Form Boss, room set up, room coordination, IVC and other classroom technology coordination and troubleshooting.

18. Provide a wide variety of support functions including tabulating data, creating and maintaining databases, formatting correspondence, report creation, special project support, marketing support, community events, general related office duties.

19. Attend district in-service meetings, team meetings, conferences and/or workshops.

20. Maintain excellent public relations with students, staff and external customers; work as a member of the regional campus team to support students and the overall campus, division and institutional goals.

21. Maintain campus security when opening and closing the campus along with implementing all emergency procedures.

22. Perform all work in a confidential manner.

23. Assist Learning Coordinator and Dean as requested.

The duties and responsibilities listed are intended to describe the essential functions of persons assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities, and requirements. *Each Customer Service Representative Position may vary slightly to include or not to include duties listed above based upon campus needs. Additional duties may be required.

Qualifications

Qualifications:

One year of postsecondary appropriate to the position responsibilities, or equivalent knowledge and skills gained through occupational experience, or an equivalent combination of postsecondary education and occupational experience.

Requires excellent organizational skills, understanding of computer systems, ability to work with and train a diverse staff, confidentiality, accuracy in work with independent judgment and initiative, and courtesy and tact in dealing with students and staff. Demonstrate proficiency in the use of basic office technology including, but not limited to, Microsoft Office Suite, e-mail and database systems. Demonstrate ability to learn other software as appropriate such as Peoplesoft, ImageNow, Touchnet, Form Boss, Survey Monkey, Cisco Automated Phone software and Lotus Notes.

Candidate must be able to use PC/networks (software), copy machine, fax machine, telephone, and other related technical tools. Must be able to quickly learn new skills to become proficient in job and keep up-to-date. Candidates must demonstrate proficiency in using computer technologies including Word and Excel.

Physical Demands

Physical Demands:

Working Activity:
6 to 8 hours: Grasping, performing repetitive movements, sitting, twisting and working indoors
4 to 5 hours: None
1 to 3 hours: Bending, reaching, standing and walking
Less than 1 hour: Balancing, climbing, crawling, driving, kneeling, pulling, pushing, working at heights, working in temperature extremes and working outdoors

Lifting and Carrying:
Less than 10 pounds: 15 or more repetition(s) per hour
10 to 20 pounds: 15 or more repetition(s) per hour
20-50 pounds: Less than 1 repetition per hour
50-100 pounds: Less than 1 repetition per hour
More than 100 pounds with help: Less than 1 repetition per hour

Additional Physical Requirements:
Vision: Adequate with aid to read instructions, labels, documents, computer screens, and differentiate between colors.

Hearing: Adequate with aid to understand oral requests, telephone conversation, and PA systems.

Safety and Training Programs as an Employee:
Required training: Emergency eye wash, emergency procedures, ergonomics (office/workplace) and slips, trips and falls.