Overview
Knowledge Services is actively seeking a Customer Service Assistant for a contract through the end of September (potential to extend) with the NCAA in Indianapolis, IN. - Pay rate $18-19/hr
- This is a flexible schedule working about 25 hours onsite each week in downtown Indianapolis
- Applicants must be able to interview in person
Responsibilities
Customer Service Assistant Responsibilities:• The customer service assistant is the NCAA's main point of contact with prospective student-athletes, parents, NCAA-certified event coaches and participants, and, with experience, high school administrators and member institutions (college/university athletic departments).
The assistants will perform the following functions:• Address calls from the public regarding questions on NCAA legislation (transfer rules, recruiting, etc.)
• Help prospective student-athletes and their parents understand and move through the initial-eligibility process.
• With experience, work one-on-one with the member institutions and high school administrators to answer general and student-specific questions. Also act as a facilitator for the NCAA's initial-eligibility process.
Duties and Responsibilities:• Answer phone calls from prospective student-athletes and parents regarding the initial-eligibility certification process, NCAA legislation, and act as a facilitator and a resource to those engaged in the initial-eligibility process.
• Work with other call center team members to maintain the highest level of customer service.
• Endeavor to accurately and completely answer the questions and provide advice to resolve problems of NCAA customers in order to provide the highest quality service possible.
• Develop the necessary expertise in NCAA legislation and eligibility processes to be a technical resource for customers and peers.
• Accurately assess and respond to requests for information, or processing of transactions, using on-line tools and established procedures.
• Identify customer needs, follow through on all calls, and provide prompt resolution to inquiries.
• Provide information to the customer and place appropriate notes in the system indicating the exact action that is or needs to be taken in a timely manner.
• Maintain thorough knowledge of systems so that information can be researched and communicated to customers.
• Learn and retain a thorough working knowledge of all existing and new regulations.
Qualifications
Customer Service Assistant Requirements:• Energetic and passionate individuals interested in providing top-quality customer service to a variety of constituent groups.
• Excellent communication skills, including speaking and writing skills.
• Experience thriving in a fast-paced environment and maintaining composure and excellence under pressure.
• Experienced problem solvers and critical thinkers with a very strong interest in helping others and will be an effective facilitator for the initial-eligibility process and applying NCAA legislation to various scenarios.
Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. INDADM