Customer Service Specialist
About this role
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University
Department:
Time Type:
Full time
Job Type:
FLSA Status:
Non-ExemptWork Modality:
Union:
Job Description:
Summary:
With the ongoing integration of the AU Career Center and AU Abroad into a unified portfolio, this position serves as a central communications and client engagement hub anchored within the Career Center. The Customer Service Specialist provides first-line guidance on Career Center services, programs, and resources, while also offering general information and appropriate referrals related to AU Abroad. The role engages with more than 100 students, parents, faculty, and employers daily via email, phone, and in-person interactions.
As one of the primary points of contact for the Career Center, this position shapes the client experience, establishes expectations for service delivery, and ensures timely, accurate, and consistent communication across all channels. The role plays a critical function in connecting constituents to the appropriate resources across both areas, while maintaining a primary focus on Career Center operations and services.
Essential Functions:
1.) Client Engagement and Communications Management
Serve as the first point of contact for a high-volume, multi-channel communication stream (email, phone, and in-person), responding to and triaging all inquiries with accuracy, professionalism, and sound judgment.
Manage the daily screening, prioritization, and routing of communications for an office of 30+ staff, ensuring timely follow-up and continuity of service.
Provide clear, informed guidance on services, resources, and processes, helping clients navigate a complex ecosystem of offerings.
Set the tone for a welcoming, responsive, and professional office environment.
2.) Operational Coordination and Office Infrastructure
Coordinate and maintain core operational systems that support staff effectiveness, including scheduling structures, internal communications tools, and shared resources.
Manage advisor appointment scheduling and ensure efficient calendar operations.
Oversee the creation and dissemination of internal materials such as office schedules, organizational charts, and shared communications.
Coordinate with facilities and IT partners to address space, technology, and equipment needs.
3.) Knowledge Management and Training
Serve as the primary trainer for front desk operations, onboarding and mentoring student staff and new team members.
Maintain and continuously improve the Front Desk OneNote as a dynamic knowledge base, ensuring consistent protocols, procedures, and service standards.
Identify opportunities to streamline processes and improve communication flow across the office.
4.) Team and Program Support
Provide administrative and logistical support to Career Center and AU Abroad staff, adapting to cyclical and seasonal demands.
Contribute to event execution and support office-wide initiatives and committees as needed.
Competencies:
Serving Customers.
Supporting Coworkers.
Acquiring and Analyzing Information.
Prioritizing and Organizing.
Acting Ethically and with Integrity.
Displaying Creativity.
Supporting a Diverse and Inclusive Community.
Position Type/Expected Hours of Work:
Full-time.
35 hours per week.
This is a fully in-person position, between the hours of 9:00am and 5:00pm.
This is a union-eligible position.
Salary Range:
$25.00 - $26.00 per hour.
Required Education and Experience:
High school diploma or equivalent.
1 - 3 years of relevant experience.
Preferred Education and Experience:
Work or academic experience in a college/university setting.
Experience in a busy office environment.
Experience with technology and/or online resources used by the AU Career Center.
Additional Eligibility Qualifications:
One year of customer service experience, demonstrating well-developed customer service and information management skills.
Excellent verbal and written communication skills. Able to interact with a diverse set of clientele with a high level of professionalism and diplomacy.
Must be able to perform multiple tasks, work under pressure, and communicate with friendliness and comfort.
Ability to work independently and as part of a team.
Consistently reliable, with an ability to deliver high quality work on a regular basis.
Proficiency with MS Office Word and Excel.
Experience with scheduling software or a demonstrated ability to learn new software.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Benefits
AU offers a competitive benefits package. Click here to learn about American University's unique benefit options.
Other Details
Hiring offers for this position are contingent on successful completion of a background check.
Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.
Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
American University is an E-Verify employer.
Current American University Employees
American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.
Contact Us
For more information or assistance with the American University careers site, email theworkline@american.edu.
American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.