Customer Resource SpecialistCustomer Resource Specialistapply
Corporate Statement
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, the University of Phoenix (including University of Phoenix Online), the Institute for Professional Development, the College for Financial Planning, 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).
Subsidiary Statement
University of Phoenix, as a subsidiary of Apollo Group, Inc., has established itself as an innovator and a leader in higher education. We have a network of campuses that span North America and online classes that students can take around the world. As a fully accredited university, we provide students with relevant curriculum taught by faculty with experience in the fields they teach. Here, working students have the opportunity to get an education, whether their goal is an associate’s, bachelor’s, master’s or doctoral degree.
Position Summary
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.
Primary Accountabilities
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.
Knowledge Skills & Abilities
A bachelor's degree in business, education, psychology or related field preferred.
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.
Additional Requirements
Must be able to work nights and weekends based on campus/student needs. Prior experience with SharePoint and Social media outlets preferred.
EEO Statement
Equal Employment Opportunity Statement
Apollo Group, Inc. and its subsidiary companies (hereafter, 'Apollo') are committed to being Equal Employment Opportunity and Affirmative Action employers. We embrace and celebrate the unique qualities of our employees including race, color, gender, age, religion, disability or perceived disability, veteran status,genetic information, sexual orientation, ethnicity, national origin or any other category protected by federal, state or local law. The protected groups set forth in this policy are broader than what is covered by our Affirmative Action Plan.
It is the objective of Apollo to provide equal opportunity for employment. Through the recruitment and retention of a competitive diverse workforce, we can leverage our diversity and better understand our customers' needs as well as enhance the communities we serve. At Apollo, we believe diversity strengthens our competitive advantage.
Apollo makes decisions relative to employment, training, compensation, and promotion on the basis of job-related qualifications. We prohibit discrimination based on race, color, gender, age, religion, disability or perceived disability, veteran status, sexual orientation, ethnicity, national origin or any other category protected by federal, state or local law.
Apollo is committed to the principles of tolerance and respect, fair treatment, equal access and consideration, and recognition for contributions. All management personnel are accountable and share in the responsibility for adherence to the policy. Apollo is guided by the principle of equal opportunity and respect for others. Apollo's philosophy is based on the recognition of and value for the unique attribute brought to Apollo by each person. By keeping with these principles Apollo will successfully meet its corporate goals.
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Student Services
Apollo Group, Inc., is a leading provider of higher education. We have a global network of subsidiaries that include University of Phoenix, Apollo Global, Aptimus, Inc., College for Financial Planning, Insight Schools, Institute for Professional Development, Meritus University, Olympus High School and Western International University. At the Apollo Group, we are committed to providing individuals with quality educational opportunities that enable them to transform their lives. To continue providing unparalleled educational opportunities to our students, we need the best and brightest professionals to join our team. With a job in Student Services with the Apollo group, you'll find a dynamic workplace that offers opportunities every day to grow personally and professionally over the long term. Learn more about the many jobs in Student Services with the Apollo Group today.
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Wilmington,DE
USA
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