Summary

The Customer Service Associate, SMDEP is provides support to program applicants via the telephone and email.  Frequent interaction with: Program Coordinator, Co-Director of SMDEP at American Dental Education Association (ADEA), SMDEP Program Coordinators at the 12 sites, college registrars, professors, professional staff and pre-health advisors.  Internal contacts include the Information Technology and Business Services.

Responsibilities

• Establish rapport with customers, assisting them with articulating and clarifying questions and concerns.
• Explain program policies in audience appropriate language.

• Research and follow-up with constituents regarding inquiries in a timely manner; identify and report programming problems to Program coordinator.
• Contribute to the honing and improvement of service policies and processes.
• Provide technical assistance, by troubleshooting extensive software and minimal hardware problems.
• Respond to applicant inquiries via mail, email, telephone or fax concerning the Summer Medical and Dental Education Program.
• Edit, enter, and maintain various databases and thoroughly document SMDEP processing procedures.
• Perform quality control checks within processing by cross checking data within established databases.  Also, conduct inventory periodically by matching physical document materials against electronic applicant database to ensure that all data is in congruence.

Minimum Qualifications

Associates degree preferred; high school or general education diploma (GED) required with 2-3 years experience in a fast-paced, customer-centered service environment.

Minimum 2 of years of customer service experience, preferably in Help desk environment.  Solid verbal and written communication skills.  Proficiency in Windows environment with proficiency in Microsoft Office (Word, Excel, Access, PowerPoint).

Customer service and data entry experience. Solid administrative skills. Experience with e-mail communications, the internet, and general knowledge of PCs.  Knowledge of computer and scanning software and hardware to, and Adobe Acrobat is required. Strong database background is useful.  Knowledge of Dreamweaver and Robohelp desirable.