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Job Title:
Customer Resource Specialist

    Key Job Facts Posted: 01/22/2012
Specialty: Administrative

Location: Phoenix, AZ
Start Date:

    Job Details
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.
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, College for Financial Planning, Insight Schools, Inc., Institute for Professional Development, and Western International University, 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 has enjoyed continual growth in student enrollments as well as building a strong financial record by having more than doubled its total enrollments and revenues between 2001 and 2005. Apollo Group, looking to continue the growth, completed its initial public offering on December 6, 1994 with a price of $0.72 per share (adjusted for stock splits).

Primary Accountabilities:
The primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager.
• Guides and acts as a resource for campus and corporate student services/operations personnel.
• 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.

Required Knowledge, Skills, and Abilities:
• Computer literate and able to learn proprietary software applications
• A bachelor’s degree is required from a regionally accredited institution
• 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 possess excellent organizational skills to display the ability to provide timely, accurate information on a variety of academically oriented subjects, 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, search the appropriate resources tools for correct and timely information, and maintain a professional demeanor all times.
• Must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally, and lift up to 20 lbs.
Compensation: Highly competitive base salary and benefits including exceptional tuition plans for Bachelors, Masters, and PHDs

Apply online at: www.apollogrpjobs.com
Please do not email resumes

Upon successful completion of the online application, if you meet our requirements you will be able to schedule an appointment with the recruitment services team.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

    Contact Information

Contact Person:

Sarah Hyde


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