Customer Relations Representative

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

FA Communication & Service - FWS

Time Type:

Full time

Job Type:

Regular

FLSA Status:

Non-ExemptFull On Campus Presence

SEIU Local 500 - Provost & Enrollment Division

This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division.

Summary:

This is a key position in the American University’s Financial Aid Office. The incumbent shall be responsible for managing in-person and electronic inquiries. The position is responsible for triaging inquiries of prospective, current undergraduate, and graduate students and assuring exceptional responsiveness and service as it relates to the walk- in and e-mail inquiries. The incumbent shall also assist in managing the office’s scheduling, procurement and expense reporting needs.

Essential Functions:

• In-Person Inquiry Management: Serve as the first point of contact for the Financial Aid Front Desk. Respond and triage in-person inquiries.

• Email Inquiry Management: Respond and assign as appropriate unassigned e-mail inquiries. Review and assigned all inquiries within the date of receipt

• Correspondence, Scheduling, and Procurement: Coordinate and schedule ongoing staff meetings. Take and disseminate meeting minutes. Draft cover memos. Assess and order office supplies as needed.

• Expense Reconciliation: compile, reconcile and report corporate card expenditures for office expenses and travel.

Competencies:

• Serving Customers.

• Prioritizing and Organizing.

• Supporting Coworkers.

• Championing Customer Needs.

• Acquiring and Analyzing Information.

Position Type/Expected Hours of Work:

• Full-time.

• 35 hours per week.

Salary Range:

• $23.21 - $25.00 per hour.

Required Education and Experience:

• Associate's degree.

• 1 - 3 years of relevant experience.

Preferred Education and Experience:

• Bachelor's degree.

• Working knowledge of automated systems.

• Excellent written and verbal communication skills.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

AU offers a competitive benefits package.