Customer Service Representative

Walden University was founded over 50 years ago to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries pursue online certificates, bachelor’s, master’s, or doctoral degrees at Walden. We offer more than 100 online degrees and certificate programs and are accredited by The Higher Learning Commission.

About the role

The Customer Service Representative (CSR) will handle incoming customer inquiries via phone, chat, SMS, and email, connecting them with the appropriate department. CSRs also conduct outreach to select students through outbound initiatives, ensuring excellent customer service, documentation, and follow-up.

Responsibilities

• Provide initial support by directing prospects to the appropriate team for service.
• Respond to customer inquiries through phone, chat, email, and SMS.
• Support select reserved students by addressing concerns using outlined published offers and documented counseling practices.
• Document calls, chats, emails, and customer information in Salesforce according to standard operating procedures.
• Resolve customer issues at the front line or escalate to the appropriate department, CSR Supervisor, Enrollment Manager, or Director.
• Provide feedback and suggestions for improving customer service strategies.
• Assist the CSR Supervisor with pilot and outbound call initiatives.
• Maintain up-to-date knowledge of business processes and product information to accurately transfer calls.
• Attend continuous training sessions to ensure high-quality service.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• High school diploma required; bachelor’s degree preferred.
• 3+ years of customer service experience preferred.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and internet applications.
• Excellent organizational, written, and verbal communication skills.
• Knowledge of administration and clerical processes.
• Strong time management, follow-up, multitasking, and problem-solving skills.
• Ability to stay organized and work in a fast-paced environment.
• Energetic, motivated, and solutions-oriented.

Schedule

• Monday, Tuesday, and Thursday: 1:00 p.m. – 10:00 p.m.
• Friday: 11:00 a.m. – 8:00 p.m.
• Sunday: 9:00 a.m. – 6:00 p.m.

Pay

The expected salary range for this position is $18.00 – $23.00 per hour, with adjustments based on experience, training, geographic location, and other job-related factors permitted by law.

Benefits

• Health, dental, vision, life, and disability insurance.
• 401k Retirement Program with a 6% employer match.
• 15 paid vacation days per calendar year.
• 12 paid holidays plus 2 floating holidays.

For more details on benefits, visit https://careers.covista.com/benefits.