Commencement Services Representative

Role Overview

• Respond to student, staff, and faculty inquiries through phone, e-mail, in-person events, or other communication channels
• Guide graduates by engaging in a consultative dialogue to explore and uncover graduate needs and/or concerns, address and overcome concerns, and research questions to solve problems on the student’s behalf
• Provide accurate, valid, and complete information on a wide range of subjects, such as commencement eligibility, registration procedures, commencement/Grad Walk processes, ticketing, regalia and traditions, and important dates/deadlines
• Present information in a professional, articulate, and confident manner
• Demonstrate high-quality customer service throughout all student, staff, and faculty interactions
• Liaison with other units, such as Graduation Services, and get back to students in a timely manner
• Set and complete daily tasks to ensure students receive follow-up that meets service-level agreements
• Accurately document, maintain, and track all student interactions using the university’s CRM system
• Complete other duties assigned

Requirements

• Previous experience as an administrative assistant, virtual assistant, or customer service representative
• Experience working in a contact center or other customer or student-focused environment with high call and email volume is preferred, but not required.
• Excellent organizational, oral, and written communication skills
• Attention to detail and problem-solving skills
• Ability to work independently and as part of a team
• Strong leadership experience and skills
• Ability to multitask

Benefits

• Paid Time Off
• Sick Leave