JOB TITLE: NOLS Customer Service Representative
REPORTS TO: Recruitment and Expedition Scholarship Coordinator
JOB OBJECTIVE: Customer Service Representatives are one of the first points of contact for prospective and enrolled students. The position is responsible for providing excellent customer service via phone, email, chat, and virtual channels for schoolwide offerings (Expeditions, Wilderness Medicine, Risk Services, Custom Education, and Alumni). The Customer Service Representative is a part of the Sales + Marketing Team.
● Must demonstrate exceptional customer service skills
● Passion for NOLS mission and excitement for fulfilling it in creative ways
● Strong interpersonal, organizational, verbal and written communication skills
● Enthusiasm for and ability to connect with a wide variety of individuals
● Ability to build rapport quickly in person as well as through remote conversation/correspondence with a wide audience
● Must demonstrate a propensity for self-leadership
● Excellent “expedition behavior”
● Collaborate to work effectively in both a team environment and independently
● Basic computer knowledge and willingness to learn required systems
● Office skills such as information tracking, filing, creating and maintaining spreadsheets, and data entry is preferred
● NOLS graduate is preferred
LEADERSHIP OR SUPERVISORY DUTIES: There are no direct supervision duties for this position, but cooperation skills are required. Must demonstrate a propensity for self-leadership with ability to balance being a member of a high-paced work environment while also remaining self-directed, seeking feedback, articulating needs, and maintaining a degree of ownership and responsibility.
Works as a team with the other Customer Service Team members, especially as workloads shift seasonally. Works as a team with other Admissions, and Sales + Marketing, Headquarters and NOLS Location staff.
FUNDS AND/OR PROPERTY: Responsible for securing expedition deposits and tuition installments in a timely fashion, and for accurately communicating financial status of a student's account.
Customer service: Be well-versed to communicate with prospective and enrolled NOLS students
Clerical support: Front line coverage and office tasks related to school-wide enrollment support, such as filing, database updates, reviewing simple forms, etc.
Other projects as assigned
EQUAL EMPLOYMENT OPPORTUNITY: NOLS does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetics information, disability unrelated to job or admission requirements, or status as a protected veteran. The school’s nondiscrimination policy applies to all phases of its employment process, its admission and financial aid programs, and to all other aspects of its educational programs and activities. Retaliation directed to any person who pursues a discrimination complaint or grievance, participates in a discrimination investigation, or otherwise opposes unlawful discrimination is prohibited.
CRIMINAL BACKGROUND CHECK: A criminal background check is required of all NOLS employees.
E-VERIFY: NOLS participates in E-Verify.
COVID-19 VACCINE POLICY: All employees that work at NOLS facilities and who have regular contact with other employees and or students are required to be fully vaccinated against COVID-19 by their first day of work, unless they meet a medical, disability or religion exemption and a reasonable accommodation is approved. Any COVID-19 vaccine approved by the World Health Organization (WHO) is an acceptable vaccine for the purpose of this policy. Full vaccination or an approved exemption is a condition of employment for all new employees. Employees that work remotely and do not have contact with other employees and or students are not required to be vaccinated or have an approved exemption.
WORK LOCATION: NOLS World Headquarters, Lander, WY.
HOW TO APPLY: Send cover letter and résumé to Trish Eubanks, Recruitment and Expedition Scholarship Coordinator (aka, Customer Service Supervisor) .
Contact Trish Eubanks with questions.
CLOSING DATE FOR APPLICATIONS: Open until filled.
STARTING DATE: TBD.
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