| | | | Reports To | Manager of Student Support Services | | | | Department | Student Services | | | Office Location | Manassas, VA | | | Date Posted | April 24, 2008 | | | Date Closing | Open Until Filled | |
| Synopsis of Role: | | | | | Responds to student phone calls, e-mails, voice mails and chats concerning their Tier 1 concerns. Assists other APUS departments in responding to and supporting student requirements. | | | | |
| Essential Functions: | | | | | Performs Tier One support in responding to student voice and e-mail inquiries. Escalates Tier Two student calls and e-mails to the appropriate department(s) or supervisor. Provides guidance and assistance to students using the APUS website and database accessing their records and classroom. Responds to students’ basic inquiries regarding programs, course offerings, registration, transfer credit process, and tuition assistance. Identifies and reports PAD, Catalog and Student Handbook discrepancies and telephone issues. Diagnoses reports of Tier One technical or administrative problems. Monitors and responds to the Student Service mailbox on weekends and holidays on a rotational basis. Performs additional duties as required supporting APUS activities and requirements.
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| Critical Skills and Job Complexity: | | | | | Excellent oral and written communication skills. Ability to learn and understand APUS policies and procedures. Problem solving and decision making ability. Computer literate with MS Office products. Must be flexible. Able to work semi-independently, without extensive supervision. Must be a team player with a positive attitude.
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| Preferred Education and Experience: | | | | | Some college preferred. High school diploma with extensive office or customer service experience. Computer literate with MS Office products Call center experience desired.
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