Customer Service Representative

About the job

About The Company Nova Southeastern University (NSU), established in 1964, is a distinguished not-for-profit, independent university renowned for its commitment to academic excellence and innovation. With a rich history of fostering educational growth, NSU offers a diverse range of programs designed to prepare students for successful careers. The university emphasizes a student-centered approach, providing comprehensive support services, cutting-edge research opportunities, and a dynamic learning environment. NSU is dedicated to fostering diversity, inclusion, and community engagement, making it a leading institution in higher education. The university also prioritizes the health and well-being of its community by maintaining a tobacco-free campus and offering extensive health benefits to its faculty, staff, and students.

About The Role We are seeking a dedicated Customer Service Representative I to join our team remotely, serving the Broward, Dade, Palm Beach, and Lee County areas. This role is vital in delivering exceptional front-line customer assistance to prospective and current students, patients, parents, and staff. The successful candidate will be responsible for addressing inquiries related to admissions, enrollment, registration, financial aid, student records, and patient care activities. The role emphasizes achieving first-contact resolution through effective troubleshooting, accurate appointment scheduling, and guiding users through complex processes using various communication channels including phone, email, web chats, texts, and faxes. This position plays a key role in ensuring a seamless experience for all stakeholders, supporting the university’s mission of providing outstanding service and support.

Qualifications

• High School Diploma or Equivalent
• Minimum of 1 year of customer service experience
• Proficiency in English; bilingual in Spanish is preferred
• Knowledge of customer service principles and processes
• Basic understanding of administrative and clerical procedures
• Working knowledge of computers and electronic equipment
• Experience with ERP and CRM systems (preferred)
• Knowledge of medical terminology and insurance processes (preferred)
• Familiarity with HIPAA regulations and patient confidentiality standards (preferred)
• Experience with systems such as Banner, Recruit, Avaya, or NextGen (preferred)

Responsibilities

• Provide exceptional customer service across multiple channels, including voice, email, web chats, texts, and faxes, ensuring timely and accurate responses.
• Assist prospective and current students with admissions, enrollment, registration, financial aid, and student record inquiries.
• Utilize ERP and CRM systems to review and update student records, identify required documentation, and guide students through enrollment and registration processes.
• Lead students through various enrollment steps such as web registration, creating accounts, completing FAFSA applications, accessing email, requesting transcripts, setting up payment plans, and verifying enrollment status.
• Instruct students on navigating the student portal for self-service actions and review submitted forms for completeness.
• Route complex issues or unresolved inquiries to appropriate campus offices, including Financial Aid, Academic Advising, Registrar, and Business Office.
• Schedule patient appointments for primary and specialty care, ensuring compliance with clinical and insurance requirements.
• Access Electronic Medical Records (EMR) to confirm appointments, verify patient information, and resolve scheduling or registration issues.
• Identify patient liabilities and out-of-pocket expenses, advising on balances and payment options.
• Coordinate referrals and insurance requirements to maximize patient benefits and ensure compliance with coverage policies.
• Maintain strict adherence to HIPAA and other regulatory standards to safeguard protected health and personal information.
• Use telephony and communication software to monitor and document interactions, ensuring quality service delivery.
• Refer patients or customers to appropriate resources or departments for further assistance or unresolved issues.
• Demonstrate university core values and uphold service excellence in all interactions.
• Participate in special projects and perform additional duties as assigned to support department goals.

Benefits

• Competitive hourly pay rate of $18.25
• Comprehensive benefits package including medical, dental, and vision insurance
• Retirement plan options
• Tuition waiver opportunities for employees and eligible dependents
• Paid time off and holiday leave
• Professional development and training programs
• Work-from-home flexibility within designated counties