Enterprise Service Clerk

This beginning course explores the foundations of technology as well as current trends and emerging topics in information technology. Students complete hands-on projects in operating systems, web browsers, and web-based office applications. Students will also be introduced to topics such as understanding programming, computer security and social media.

NOTE: This course can be taken in the intersession PRIOR to semester 1 and the remaining requirements can be completed in the first semester.

The world of customer service is constantly evolving. This course highlights the key strategies, principles, attitudes, and techniques needed to provide excellent customer service in today's business environment. Customers are digital and on the move and expect the same from their interactions with companies. As customer behavior changes, so do their expectations of the type of interaction that is appropriate to address their concerns. Considerations for omni-channel customer service, the impact on call centers, and the art of customer service will be examined.

This course introduces students to records and information management. The entire range of records (physical, image, and electronic media) is discussed. Topics of study include alphabetic filing rules, as well as alphabetic, subject, numeric, and geographic storage, retrieval, and transferring systems. The alphabetic filing rules presented are consistent with ARMA (Association of Records Managers and Administrators) guidelines. Also included are an introduction to electronic records management principles and procedures and legal concerns related to records management. Microsoft Access is used to practice electronic records activities.

This course includes a detailed study of business applications using Microsoft Excel spreadsheet package. Topics include the commands, formats, and functions of Excel with emphasis on its use as a problem solving and financial analysis tool. Students will also learn to create macros, customize ribbons and tabs, and integrate Excel with other applications and the World Wide Web. Students will also have an introduction to writing Visual Basic code.

Through the use of Microsoft Word software, skills are developed in creating, revising, formatting, storing, and printing a variety of business documents. Skills are developed from basic functions and editing tools through intermediate features such as AutoText, columns, custom tab settings, charts and graphs, graphics, envelopes, labels, and headers/footers. Emphasis is placed on professional quality production of documents. Students also learn to increase productivity through the use of automated features and multiple windows. Students develop problem-solving skills through the use of document revisions and trouble-shooting assignments. Additionally, students develop advanced skills in areas of interest ranging from legal applications to brochures and newsletters. Hands-on experience is provided in a microcomputer lab. This class covers the objectives necessary for the MOS and Expert certification in Word.