Customer Service Representative

### **Position Overview:**

The Customer Service Representative, is responsible for the successful administration and operational execution of Pre-Licensing and Post-Licensing, communication. This role serves as the central coordination point between students, instructors, sponsors, regulatory agencies, and internal teams — ensuring a high-quality educational experience and full compliance with state licensing requirements.

This position requires a detail-oriented professional with strong organizational skills, a commitment to accuracy, and the ability to manage multiple concurrent priorities. The Program Coordinator plays a key role in student success, regulatory compliance, instructor support, sponsor relations, and operational excellence.

### What You'll Do

• Manage student communications throughout the lifecycle of Pre-Licensing and Post-Licensing programs.
• – Send course welcome communications, exam information, completion requirements, and deadline reminders.
• – Communicate exam eligibility, retake procedures, and next steps following course completion.
• – Provide guidance regarding licensing applications, background checks, and state exam registration.
• – Conduct proactive student outreach and follow-up to support successful completion and licensure.
• – Document and track student feedback to identify trends and opportunities for improvement.
• – Respond to student inquiries and provide operational support related to course participation.

Course Administration & Exam Operations

• – Coordinate operational activities for classroom, livestream, and online education programs.
• – Load and administer progress exams, final exams, and exam preparation materials.
• – Monitor student completion of required coursework and preparation activities.
• – Verify student eligibility for final examinations and manage pass/fail processing and notifications.
• – Coordinate exam scheduling, retake processes, and all exam-related communications.
• – Maintain accurate student records and course completion documentation.
• – Ensure timely completion of course evaluations and student engagement activities.

Regulatory Compliance & Commission Reporting

• – Prepare and submit required reports and course summaries to state regulatory agencies.
• – Verify course completion records, enrollment counts, pass/fail results, and reporting accuracy.
• – Ensure compliance with all Commission reporting requirements and established deadlines.
• – Maintain documentation supporting course completion and regulatory submissions.
• – Research and resolve discrepancies in student records and reporting data.
• – Coordinate corrections and updates to previously submitted records as necessary.

Instructor Support & Program Coordination

• – Provide instructors with class rosters, student progress reports, and final course results.
• – Communicate pass/fail outcomes and course completion information to instructors.
• – Coordinate administrative activities supporting course delivery.
• – Serve as liaison between instructors and internal operational teams.
• – Support the successful execution of education programs and instructor needs.

Continuing Education Sponsor Management

• – Coordinate Continuing Education sponsorship programs and related partnerships.
• – Serve as the primary operational contact for sponsors participating in educational programs and events.
• – Manage sponsor communications, scheduling, logistics, and fulfillment of sponsorship commitments.
• – Maintain sponsor records and participation tracking.
• – Support sponsor retention through responsive communication and effective program execution.

Career Expo & Event Coordination

• – Coordinate career expos, networking events, and student engagement initiatives.
• – Manage event logistics, registrations, communications, vendor coordination, and preparation.
• – Serve as the primary point of contact for participating employers, sponsors, and attendees.
• – Track attendance, participation, and event outcomes.
• – Support initiatives designed to increase student engagement and career placement opportunities.

Reporting, Systems & Data Management

• – Utilize student information systems, learning management systems, CRM platforms, and internal databases.
• – Maintain operational spreadsheets, tracking tools, and program records.
• – Generate reports related to enrollments, completion rates, pass/fail outcomes, and operational performance.
• – Audit data for accuracy and completeness across internal and external reporting systems.

Process Improvement & Operational Excellence

• – Document operational procedures and maintain up-to-date process documentation.
• – Identify opportunities to improve efficiency, accuracy, compliance, and the student experience.
• – Assist with the implementation of new operational processes and systems.
• – Participate in special projects and departmental initiatives.
• – Support continuous improvement efforts across the Education Operations function.

### What You'll Need to Succeed

• Associate degree or equivalent combination of education and work experience.
• – Two or more years of experience in program coordination, education administration, operations, customer service, or a related field.
• – Strong organizational and project coordination skills with demonstrated ability to manage multiple priorities.
• – Excellent written and verbal communication abilities.
• – Strong attention to detail and commitment to accuracy.
• – Ability to meet deadlines and adapt in a fast-paced environment.

Preferred

• – Bachelor’s degree.
• – Experience in education, licensing, compliance, regulatory operations, or workforce development.
• – Familiarity with learning management systems, CRM platforms, or student information systems.
• – Experience coordinating events, sponsorships, or external partnerships.
• – Background in reporting and data analysis.