Customer Service Coordinator, Program Management

Northeastern University
Massachusetts, United States
Salary Not specified
Closing date
Sep 22, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support
Employment Level
Employment Type
Full Time

Job Details

Customer Service Coordinator, Program Management

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
The Global Experience Office (GEO) is a central office of global education at Northeastern University, committed to ensuring that every Northeastern student has an opportunity to engage in intellectually challenging and culturally enriching experiences throughout the world. To achieve this, GEO partners with Northeastern colleges and units to integrate meaningful global experiences into their curricula and to enhance their capacity through global mobility. Northeastern's signature programs, including Dialogues of Civilizations, Global Quest, The Program, and Semester-In, are carefully designed to reflect the Northeastern University (NU) global mission, complement students' on-campus studies, deepen students' knowledge of the world and their chosen field of study, and help students develop intercultural and political sensitivity, utilize and strengthen foreign language skills, explore global career options, and grow as individuals. Through these programs, GEO facilitates global experiences for over 3,800 NU students and 200 additional foreign incoming students.


Customer Service
  • Assist the Program Management and Student Success Team with direct communication to students and parents and enhance the overall level of customer service and satisfaction.
  • Respond to a high volume of program inquiries from prospective and enrolled students/parents on the phone and email in a professional manner.
  • Provide timely responses and track email inquiries from students and parents. Identify and report trends with recommendations for process or program improvements to resolve re-occurring questions / problems.
  • Discuss first-year academically-integrated programs with prospective students/parents at Admissions information sessions during yield season. Maintain working knowledge of program content to be able to answer all inquiries with confidence and ease. Provide high level triage for those inquiries which are unique and ad hoc to appropriate stakeholder. Diplomatically ensure that response was sent to inquirer.
  • Provide guidance to Alumni Ambassadors and other temporary staff as to office protocols and policies along with any other ad hoc need so that everyone is situated for success in an office environment.

Event Coordination
  • Support, and at times take the lead, on planning and coordinating assigned aspects of first-year academically-integrated program events, trainings and meetings.
  • Assist the Events & Outreach Coordinator in planning and execution of first year academically integrated events, which may include but is not limited to working with various university and non-university stakeholders, reserving room space, and creating audio/visual presentations.
  • Coordinate conference calls and videoconferencing. Ensure all parties have necessary data in order to participate.
  • Maintain online database collection of student files and forms such as passport photos. Ensure student database is always current and accurate.
  • Ensure each document contained within student database meets all criteria requirements.
  • Provide support to the Communications & Digital Media Coordinator in website postings such as posting country specific alerts and announcements by remaining current of all such activity through various means as well as performing actual posting within necessary timeframes, including the removal of said posting once no longer relevant.

Administrative Tasks
  • Write and disseminate meeting minutes
  • Copying and filing
  • Support the Communications & Digital Media Coordinator in maintaining social media presence (Facebook and Twitter) by advising on post content and providing other updates so that the NU's customized programs' media footprints remain relevant, active, and current to incoming program participants as well as program alumni.
  • Manage on-site program inventory, e.g., flash drives; password logins; procurement cards, etc. Ensure collection of said items is completed and delivered to appropriate party as part of site closing activities. Coordinate with the GEO Operations Administrative Assistant for the assignment and collection of cell phones to staff.
  • Mailing and shipping via FedEx
  • Ordering supplies
  • Complete special projects as needed and assist in other duties as necessary

  • Participate in GEO and university projects as necessary.
  • Lead GEO projects as necessary.
  • Oversee applicable Standard Operating Procedures.
  • Liaise with other Northeastern departments as needed.

Other duties as assigned

  • Bachelor's degree required in higher education, international education, or related field.
  • Minimum 1-3 years' experience in higher education, with preferred focus on international higher education, administrative experience or related educational experience. Experience working with students is required.
  • Excellent interpersonal, diplomatic, and intercultural communication skills are required.

  • Customer service experience is essential.

  • Process flows understanding and the ability to work well in a team environment with limited supervision.
  • Demonstrated ability to multi-task in a fast-paced work environment.
  • Strong computer skills, with proficiency in Microsoft Word, Excel, PowerPoint, Skype, and social media.
  • Possess strong writing skills.
  • Ability to exercise sound judgment.
  • Detail oriented and strong organization, prioritization, time management, and follow-through skills.

  • Demonstrated sensitivity to the needs and concerns of a diverse student population.
  • Ability and willingness to work evening and weekend hours as required.

    Salary Grade:

    Additional Information:
    Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

    All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

    To learn more about Northeastern University's commitment and support of diversity and inclusion, please see

    To apply, visit


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