Customer Resource Specialist
Company Name:
Apollo Group
Job ID : 11874
Location : US-IN - Indianapolis
Full/Part Time : Full-Time
Regular/Temporary : Regular
Category : Student Services
Date : 06/12/2014
Position Summary
Under minimal supervision, this position is accountable for all customer interaction and problem solving, as well as, for bringing successful closure to all service related issues associated with University academic policies, procedures, and standards. This position is accountable for understanding, as well as, applying and interpreting University academic policies, procedures, and services to students, campuses, corporate personnel, and other higher education institutions
Primary Accountabilities
Interprets and analyzes University academic policies and procedures, which include but is not limited to, admissions/matriculation, articulation, grades, transcript evaluation, program/versions, as well as, general education waivers, exemptions, and exceptions to students, campuses, corporate personnel, and other higher education institutions
Answers and responds to complex customer inquiries, explaining academically oriented information related to University policies, procedures, and standards. This includes troubleshooting and assuring successful completion of all issues presented by students and company personnel
Maintains a positive relationship with both internal and external customers by ensuring customer satisfaction with problem resolution
Provides guidance to campus personnel in their role as student advisors. This includes directing campus personnel to the appropriate resource(s), as well as, resolving issues while exercising tact and diplomacy
Monitors and identifies common customer inquiry issues and presents these findings to management. May also participate in organizational task forces or committees to identify ways to resolve common customer inquiry issues, as well as customer service qualification and satisfaction. May log and track incoming and outgoing telephone calls, report call volume data, and trends to management following established departmental guidelines and procedures
Maintains a professional and technical knowledge by attending educational workshops, seminars, and classes, as well as, participating in professional societies
Performs other duties as assigned or apparent
Knowledge Skills & Abilities
Proven experience in a business, education or service environment responding to customer inquiries regarding company policies, procedures, and standards, as described above
Proven knowledge and understanding of University academic policies and procedures strongly preferred.
Must have excellent oral, written and interpersonal communication and customer service skills to handle complex and sensitive interactions with internal and external customers, as described above.
Must have the ability to acquire and utilize a sound knowledge of company''s information systems, as well as, fundamental knowledge of company, services and products, as described above
Must have a working knowledge of personal software packages to create and generate reports, as well as, retrieve and track reporting data, as described above.
Must have a working knowledge of personal software packages to create and generate reports, as well as, retrieve and track reporting data, as described above
Must possess excellent communication skills to maintain a positive, professional and helpful attitude with customers. Must demonstrate a minimum typing speed of 35 WPM
Ability to handle a high volume of incoming calls, searches the appropriate resources tools for correct and timely information, and maintains a professional demeanor all times
Basic Qualifications
A Bachelor''s degree in a related field, or an equivalent combination of formal education and directly related experience, is required
EEO Statement
Apollo Education Group is an Equal Opportunity Employer and welcomes diversity. EOE/M/F/Vet/Disability
Corporate Statement
Apollo Group, Inc. was founded in 1973 in response to a gradual shift in higher education demographics from a student population dominated by youth to one in which approximately half the students are adults and over 80 percent of whom work full-time. Apollo''s founder, John Sperling, believed -- and events proved him right -- that lifelong employment with a single employer would be replaced by lifelong learning and employment with a variety of employers. Lifelong learning requires an institution dedicated solely to the education of working adults.
Today, Apollo Group, Inc., through its subsidiaries, University of Phoenix, Apollo Global, College for Financial Planning, and Institute for Professional Development, has established itself as a leading provider of higher education programs for working adults by focusing on servicing the needs of the working adult. Apollo Group is the largest education service provider in North America and has the world''s largest educational social network. Apollo is building state of art learning platforms in creating a virtual and highly engaging learning experience. The learning platforms which are built as a cloud based (Education-as-a-Service) bring a more scientific and social approach to the learning experience. We are changing the way people learn and interact via advanced, scalable learning solutions.
Subsidiary Statement
University of Phoenix, as a subsidiary of Apollo Group, Inc., has established itself as an innovator and a leader in higher education. We have a network of campuses that span North America and online classes that students can take around the world. As a fully accredited university, we provide students with relevant curriculum taught by faculty with experience in the fields they teach. Here, working students have the opportunity to get an education, whether their goal is an associate''s, bachelor''s, master''s or doctoral degree.
How To Apply
To be considered for this position, please submit your resume/CV via the Apollo Group Careers website
( /)Estimated Salary: $20 to $28 per hour based on qualifications.
Apollo Group
Job ID : 11874
Location : US-IN - Indianapolis
Full/Part Time : Full-Time
Regular/Temporary : Regular
Category : Student Services
Date : 06/12/2014
Position Summary
Under minimal supervision, this position is accountable for all customer interaction and problem solving, as well as, for bringing successful closure to all service related issues associated with University academic policies, procedures, and standards. This position is accountable for understanding, as well as, applying and interpreting University academic policies, procedures, and services to students, campuses, corporate personnel, and other higher education institutions
Primary Accountabilities
Interprets and analyzes University academic policies and procedures, which include but is not limited to, admissions/matriculation, articulation, grades, transcript evaluation, program/versions, as well as, general education waivers, exemptions, and exceptions to students, campuses, corporate personnel, and other higher education institutions
Answers and responds to complex customer inquiries, explaining academically oriented information related to University policies, procedures, and standards. This includes troubleshooting and assuring successful completion of all issues presented by students and company personnel
Maintains a positive relationship with both internal and external customers by ensuring customer satisfaction with problem resolution
Provides guidance to campus personnel in their role as student advisors. This includes directing campus personnel to the appropriate resource(s), as well as, resolving issues while exercising tact and diplomacy
Monitors and identifies common customer inquiry issues and presents these findings to management. May also participate in organizational task forces or committees to identify ways to resolve common customer inquiry issues, as well as customer service qualification and satisfaction. May log and track incoming and outgoing telephone calls, report call volume data, and trends to management following established departmental guidelines and procedures
Maintains a professional and technical knowledge by attending educational workshops, seminars, and classes, as well as, participating in professional societies
Performs other duties as assigned or apparent
Knowledge Skills & Abilities
Proven experience in a business, education or service environment responding to customer inquiries regarding company policies, procedures, and standards, as described above
Proven knowledge and understanding of University academic policies and procedures strongly preferred.
Must have excellent oral, written and interpersonal communication and customer service skills to handle complex and sensitive interactions with internal and external customers, as described above.
Must have the ability to acquire and utilize a sound knowledge of company''s information systems, as well as, fundamental knowledge of company, services and products, as described above
Must have a working knowledge of personal software packages to create and generate reports, as well as, retrieve and track reporting data, as described above.
Must have a working knowledge of personal software packages to create and generate reports, as well as, retrieve and track reporting data, as described above
Must possess excellent communication skills to maintain a positive, professional and helpful attitude with customers. Must demonstrate a minimum typing speed of 35 WPM
Ability to handle a high volume of incoming calls, searches the appropriate resources tools for correct and timely information, and maintains a professional demeanor all times
Basic Qualifications
A Bachelor''s degree in a related field, or an equivalent combination of formal education and directly related experience, is required
EEO Statement
Apollo Education Group is an Equal Opportunity Employer and welcomes diversity. EOE/M/F/Vet/Disability
Corporate Statement
Apollo Group, Inc. was founded in 1973 in response to a gradual shift in higher education demographics from a student population dominated by youth to one in which approximately half the students are adults and over 80 percent of whom work full-time. Apollo''s founder, John Sperling, believed -- and events proved him right -- that lifelong employment with a single employer would be replaced by lifelong learning and employment with a variety of employers. Lifelong learning requires an institution dedicated solely to the education of working adults.
Today, Apollo Group, Inc., through its subsidiaries, University of Phoenix, Apollo Global, College for Financial Planning, and Institute for Professional Development, has established itself as a leading provider of higher education programs for working adults by focusing on servicing the needs of the working adult. Apollo Group is the largest education service provider in North America and has the world''s largest educational social network. Apollo is building state of art learning platforms in creating a virtual and highly engaging learning experience. The learning platforms which are built as a cloud based (Education-as-a-Service) bring a more scientific and social approach to the learning experience. We are changing the way people learn and interact via advanced, scalable learning solutions.
Subsidiary Statement
University of Phoenix, as a subsidiary of Apollo Group, Inc., has established itself as an innovator and a leader in higher education. We have a network of campuses that span North America and online classes that students can take around the world. As a fully accredited university, we provide students with relevant curriculum taught by faculty with experience in the fields they teach. Here, working students have the opportunity to get an education, whether their goal is an associate''s, bachelor''s, master''s or doctoral degree.
How To Apply
To be considered for this position, please submit your resume/CV via the Apollo Group Careers website
( /)Estimated Salary: $20 to $28 per hour based on qualifications.
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