Customer Service Representative Intermediate Apply Now **Job Summary** The Coordinator of Student Enrollment Services functions as a key member of the University of Michigan-Dearborn One-Stop Student Services team serving in a first-tier training and support role to maximize accuracy and deliver an exceptional student experience at the University of Michigan-Dearborn. This role works under the general supervision of the Director of Enrollment Student Services and serves as a resource to others for resolution of complex student problems and issues. **Responsibilities*** **Duties/Physical Demands:** + Support the activities that ensure outstanding and timely first-tier service of our students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service level agreements across campus are completed in a timely fashion to enhance the student experience. (30%) + Under the direction of the Director of Enrollment Student Services, assist in identifying improvements in the delivery of student services and developing both traditional and non-traditional service lines. (20%) + Provide support to student workers and/or other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to provide seamless service to students. (15%) + Work collaboratively with EM and campus partners to offer support at events, ensure campus tour routes and scripts are updated, and represent One-Stop in presentations when needed. (15%) + Support outreach efforts to prospective, new, and continuing students in order to remove barriers to recruitment, retention, and graduation. (10%) + Other duties as assigned. (10%) **Key Additional Responsibilities at Intermediate Level:** + Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist with testing and management of student-facing pages as they relate to content display. + Assist in training and presentation of training materials to new student ambassadors and full-time staff. + Assist in presentations to campus partners, prospective students, new students/parents, and current students as the need arises. + Serve as higher-tier support for escalated service issues. **Skills You Have** + Ability to work with diverse populations + Demonstrated excellent oral and written communication skills + Excellent organizational, prioritization, and attention to detail skill sets + Demonstrated practical interpersonal skills and enthusiasm, as well as respect for individuals + Ability to work effectively under pressure and handle multiple tasks simultaneously + Ability to exercise sound judgment and maintain confidentiality + Ability to manage customers with high expectations + Demonstrated experience working in a collaborative team-oriented office environment + Demonstrated ability to provide excellent customer service **Required Qualifications*** **Minimum Qualifications at Entry Level:** + Bachelor?s degree + Experience with student service and/or student systems-related functions (i.e. CRM Management, student call centers) + Strong customer service background **Minimum Qualifications at Intermediate Level:** + Bachelor?s degree + Three to five years of full-time, professional experience working in higher education, admissions, registrar, financial aid, student accounts, or related field + Strong customer service background + Experience in Salesforce CRM and/or Banner **Modes of Work** Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) . **Underfill Statement** This position may be underfilled at a lower classification depending on the qualifications of the selected candidate. **Background Screening** The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act. **U-M EEO Statement** The University of Michigan is an equal employment opportunity employer. **Job Detail** **Job Opening ID** 272556 **Working Title** Customer Service Representative Intermediate **Job Title** Customer Service Rep Inter **Work Location** Dearborn Campus Dearborn, MI **Modes of Work** Hybrid **Full/Part Time** Full-Time **Regular/Temporary** Regular **FLSA Status** Nonexempt **Organizational Group** Dbn Enrlmt Mgmt **Department** Dbn Enrollment Student Service **Posting Begin/End Date** 1/06/2026 - 1/20/2026 **Salary** $45,000.00 - $58,000.00 **Career Interest** Administration Apply Now