Jenni Friesen is the manager of higher ed account management at Nelnet Campus Commerce. After 12 years in higher ed, Jenni had some great advice on helping educational dreams come true and providing the best customer experience possible.
Q: What makes you passionate about what you do?
A: It’s easy to find passion working here, especially with so many opportunities to work with customers and hear stories about how we truly have a hand in students achieving their goals by making college more affordable.
Q: How do you keep your team connected?
A: My biggest tip on staying connected is to over–communicate.
Every Friday I look through all the meetings I’ve attended and notes that I’ve taken, and I list all the items I want to communicate with my team.The following week in our team meeting, we’ll go through that list and discuss any questions the team has. This helps everyone feel more connected and engaged with what we’re doing.
Q: What is one characteristic you love to see in a new team member?
A: I always love to have self-starters on my team.People who are motivated to get to know the team, our customers, and just jump in and take the bull by the horns.
We have many different platforms and there’s a lot to learn about each one, so individuals that are willing to jump in and solve the issues that come up every day are the ones that find success..
Q: What is the customer experience like at Nelnet Campus Commerce?
A: With our best-in-class customer service, there’s always an account manager there to support you, build trust, and find answers to problems.
We’re always just a phone call or email away, and we want to make sure you have the excellent customer service you expect from us.
Q: How do we help our customers?
A: We tailor our service to each individual customer. Our model allows us to provide what each customer specifically needs after we’ve gotten to know them and learned what their preferences are.
We offer variety with our products and commitment with our people.