Address
Form of work Job Description:
About Brown:
Brown University
is a leading research university distinct for its student-centered learning and deep sense of purpose. Our students, faculty and staff are driven by the idea that their work will have an impact in the world. Brown University offers a flexible work/life balance; summer hours, winter break and a comprehensive Benefits package including time off, annual paid holidays; benefits offerings including health, dental, vision, tuition assistance, retirement, wellness, employee discounts and more. To learn about Brown University’s benefits, visit the University Human Resources web page
here
for further information. About the Opportunity:
The mission of Brown University is to serve the community, the nation and the world by discovering, communicating and preserving knowledge and understanding in a spirit of free inquiry, and by educating and preparing students to discharge the offices of life with usefulness and reputation. The Office of College Admission supports this mission through the recruitment, selection, and enrollment of students that will embrace the rigorous yet flexible Open Curriculum and challenge each other intellectually while fostering a community centered around kindness and questioning.
The Office of College Admission thinks broadly about diversity of background and experience while emphasizing academic and extracurricular excellence. Grades, standardized test scores, essays, recommendations, independent work, the quality of the secondary school program and achievements outside the classroom are among the factors used to evaluate this promise, but no one of these measures is considered determinative. It is the university's experience and judgment that this mix of students will foster the vibrant educational atmosphere that provides the best educational experience for all students.
Responsibilities:
The Customer Service Assistant is the lead for triaging all inbound phone calls (11,000+ per year) and the co-lead of triaging all emails received through the Slate CRM Inbox (60,000+ per year). The Assistant is a full-time position that supports the strategic goals of the Office of College Admission to achieve its enrollment goals. This role requires managing a large volume of inquiries, managing sensitive material, attention to detail, adherence to deadlines, and exceptional Customer Service. This position may require that the candidate staff a reception area and greet in-person visitors.
The position is responsible for using judgment to answer all inquiries in a thorough and timely manner, knowing when to connect inquiries with more in-depth knowledge. The incumbent will possess a strong collaborative nature as they will be required to provide assistance and support for both inbound communication, the campus visit experience, and operations (seasonally).
The role will provide support and redundancy with the Campus Visit Team and will fill in as needed for the Campus Visit Experience Coordinator as needed. While providing coverage to the campus center front desk, the incumbent will need to check in guests, answer the phone, assist visitors with questions, and ensure student tour guides are present for their shifts.
The position also provides general clerical support for department operation and communications teams during specific times of the application season.
Qualifications:
Education and Experience
- Associates degree and 2+ years of related experience or a Bachelor’s Degree required.
- Experience in Customer Service or similar experience preferred.
- Experience in a University setting is preferred.
Job Competencies
- Excellent communication skills
- Excellent analytical skills
- Customer-focused, Customer Service oriented
- Excellent attention to detail
- Works independently and uses judgment and discretion
- Ability to be flexible in a consistently shifting environment with tight deadlines and high volume activity
- Excellent administrative and organization skills
- Initiative and ability to work independently and as a member of a team
- Ability to multitask and prioritize workload
- Demonstrated ability to support a community of diverse perspectives and cultures in an inclusive environment
Salary Grade:
7
Additional Information:
All offers of employment are contingent upon successful completion of a background check.
Please include a cover letter and resume with your application.
Recruiting Start Date:
2023-11-30 Job Posting Title:
Customer Service Assistant Department:
College Admission Grade:
Grade 7 Worker Type:
Employee Worker Sub-Type:
Regular Time Type:
Full time Scheduled Weekly Hours:
37.5 Position Work Location:
Hybrid Eligible Submission Guidelines:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Still Have Questions?
If you have any questions you may contact
employment@brown.edu
. EEO Statement:
Brown University is an E-Verify Employer.
As an
EEO/AA employer
, Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies. 
