Customer Engagement Specialist

OVERVIEW: Gallaudet University, federally chartered in 1864, is a bilingual, diverse, multicultural institution of higher education that ensures the intellectual and professional advancement of Deaf and hard of hearing individuals through American Sign Language and English. Gallaudet maintains a proud tradition of research and scholarly activity and prepares its graduates for career opportunities in a highly competitive, technological, and rapidly changing world.

 

Job Title:

Customer Engagement Specialist

Worker Type:

Regular

 

Pay Type:

Hourly

 

Exempt Status:

No

 

Compensation Grade (Track/Level):

S3

 

Hiring Range (Commensurate with experience and qualifications):

$27.14-$36.18

 

Salary Ranges (All Compensation Grades):

Gallaudet University

 

Supervisory Organization (Department):

ASLPI

 

Summary:

Reporting to the Dean of Curriculum, Outreach, Resources and Effectiveness (CORE), the Customer Engagement Specialist serves as the primary point of contact, combining customer service and operations to support American Sign Language Proficiency Interview (ASLPI) and CORE activities by coordinating inquiries, onboarding, and retention, maintaining testing quality and results, and supporting data management.

 

Job Description:

• Serves as the primary Point of Contact (POC) for prospective, current, and former customers across CORE programs and responds to their ASLPI-related inquiries promptly and professionally.

• Coordinates the CORE units' platform activities related to customer management, onboarding, registration, and retention.

• Provides comprehensive, high-quality customer support for ASLPI testing from first contact through completion, including individual, small group, and large group testing; and develops and reviews service contracts as needed.

• Oversees, handles, and distributes official ASLPI testing results, ensuring quality assurance measures are applied consistently.

• Provides guidance and training to customer support staff on ASLPI service processes, including information requests, scheduling, concerns, grievances, and ongoing language learning support.

• Maintains accurate records of customer interactions; and keeps accounts current and files documents in accordance with program procedures.

• Identifies and assesses customer needs to ensure satisfaction; and demonstrates appropriate urgency in resolving concerns and escalates issues to the appropriate personnel as needed.

• Extracts and analyzes relevant data from CORE unit activities; and provides actionable insights and timely recommendations to management.

• Contributes to database development to track essential ASLPI service and customer data; and recommends enhancements and provides staff training on database use.

• Develops and provides data reports for the Dean, School Directors, and other stakeholders; and supports annual reporting and strategic planning efforts.

• Monitors ASLPI revenue streams and expenses to ensure alignment with annual budget targets; provides regular budget reports to the Dean; and processes payroll for contract evaluators and affiliated personnel.

• Develops content and manages information related to ASL teaching, learning, acquisition, evaluation, and research; and responds to routine and complex inquiries from campus and external entities.

• Serves as a liaison between CORE, current ASLPI clients, and prospective new businesses; and supports campus constituencies with testing needs related to faculty actions, admissions, academic progression, and language requirements.

• Establishes and maintains relationships with relevant professional organizations ; and supports advisory committees as needed.

• Contributes to the development and revision of program forms, policies, procedures, and protocols; and ensures dissemination to all relevant personnel and stakeholders.

• Drives enrollment growth by actively promoting CORE programs and services across relevant channels, including social media.

• Engages with customers on social media platforms, responding to questions, comments, and concerns in a timely and professional manner.

• Proactively reports system issues, process challenges, and customer feedback trends to management.

• Establishes and maintains a positive and supportive working relationship with co-workers and supervisors.

• Demonstrates a genuine commitment to belong