Student Customer Service
Representatives serve as the frontline contact for prospective students and their families, college
counselors and liaisons, and community partners via inbound and outbound phone
calls, as well as email communications. They
must be enthusiastic, people‐oriented, and enjoy talking about the Drexel
experience over the phone. This position requires the employee to possess an in‐depth
knowledge of the University to be able to provide excellent customer service
and to explain the benefits of being a current Drexel Student. A Student
Customer Service Representative is an important ambassador of Drexel
University, responsible for providing excellent customer service to members of
the university community and public whom call and/or email campus.
counseling for prospective students and their families while clearly
articulating the Drexel brand and benefits of a Drexel education at both the
undergraduate and graduate levels via various communication channels including
phone and email. This includes regularly staffing the university’s
primary Admissions phone lines and general email box, and counseling students
or determining if these inquiries need to be escalated to other departments.
a comprehensive understanding of the university’s brand and how the division
translates messaging to students, including topics such as Drexel’s academics,
financing options, cooperative education, student life, other academic opportunities,
and Philadelphia; demonstrate strong ability to articulate this brand messaging
to various audiences.
a comprehensive understanding of the University’s policy and procedures in
relation to key areas of interest to prospective students (i.e. financial aid,
scholarships, billing, class registration, housing selection, health and
immunizations, etc.); demonstrate strong ability to explain and effectively
counsel students on navigating these processes.
a comprehensive understanding of the recruitment and enrollment cycles for
freshman, transfer and graduate populations (both domestic and international)
in order to best counsel and support students who are seeking a Drexel
position is required to meet daily and weekly quality assurance goals as an
individual and team respective to returning student inquiries, proactively
providing key information to the audience around important dates and brand
information, and quality of information communicated.
various call campaigns assigned to remind or encourage students/families to
attend on-campus events
duties as assigned.
Qualifications: Must have excellent communication skills to be able to effectively communicate the Drexel brand to all student levels and populations, while educating them on Drexel’s academic offerings and admissions processes. The Student Customer Service Representative must be enthusiastic, people-oriented, and enjoy working with students and their families. Must be a full‐time, undergraduate student, in good standing. Must demonstrate a positive attitude, strong work ethic, and a desire to work with people. Must be committed to developing communication and customer experience skills. Must demonstrate pride in the Drexel experience. Must be available to work during Call Center operational hours, Monday through Friday from either 8:30 am - 12:30 pm or 2:00 pm ‐ 5:00 pm Must be available to work between 12 to 20 hours per week. Must have a valid SSN and be currently eligible to work in the US Must be proficient with MS Office and internet.