Classification: Customer Service Specialist- Intermediate (CSS-I)
Campus: Willmar
Bargaining Unit: AFSCME, 206
Employment Condition: Unlimited, Full-time
Classified Status: Classified
Work Schedule: Monday- Friday, 8:00AM-4:30PM
Work Area: Student Services
Wage: $20.45- $27.12
PCN: 00760040

Job Summary
This position serves as the front line of the Student Services department and is focused on delivering high-quality customer service via face-to-face, email and telephone interactions.  This position delivers support to students and their families, faculty, staff and others in the College community by providing essential information, assistance navigating online resources, answering questions in the areas of course enrollment information, academic records, financial aid, disability services, payments and billing. This position requires a strong working knowledge of all service areas of Student Services and is expected to work directly with the Student Service staff on more in-depth inquiries. This position requires a high level of customer service, professional knowledge and ongoing training in order to research, investigate, problem-solve, and resolve both simple and complex student issues under minimal supervisory guidance, regularly exercising professional judgement and discretion on individual student cases. This position also provides general reception for the college and administrative support, which may include but is not limited to data entry, management of student files and records, document imaging and managing appointments within the customer relationship management system.

PRINCIPLE RESPONSIBILITIES AND RESULTS

1. Maintain a thorough and comprehensive understanding of the College’s financial aid, records, registration, advising and billing processes, services, and resources to provide clear and concise responses to requests for information assistance from internal and external customers.  Asking inquiring questions is critical before referring to appropriate staff or department.  This position provides technical support for using eServices\ including registration, financial aid, scheduling courses, billing, etc.  Answers calls promptly and provides accurate information to callers or routes calls appropriately.  Develops rapport and trust with prospective, applicant, and current students to promote the understanding of college policy, procedures, and operations. Demonstrates initiative in resolving situations not requiring personal attention from one of the Directors in Student Services. Treat all interactions with integrity and confidentiality.  Direct students and families to resources needed to navigate Student Services. Assist with the intake and handing out of forms/documents.  Escalate more complex or time-sensitive issues to the appropriate Student Services staff. Follow-up with students or staff as needed to ensure proper resolution of an issue.
2. Perform administrative duties for student services including (but not limited to):  registration overrides, suspension appeals, transcript requests, FAFSA, all forms processed in Student Services area in both paper format and electronic.  Take appropriate action as forms go thru workflows in Perceptive Content.  Scan documents into Perceptive Content.
3. Provides general administrative support for the student services directors as well as the admissions, registration, financial aid, disability services, advising and counseling staff including (but not limited to):  Schedule appointments, set up school visits and tours, quality assurance checks on all data entry, assisting with student flags, special projects and mailings.  Scan advising notes into Perceptive Content.
4. Performs other duties as assigned to ensure the smooth functioning of the student services departments.  Supervises, trains, and assigns daily responsibilities to student workers.

KNOWLEDGE, SKILLS AND ABILITIES

• This position requires analytical and problem-solving skills along with a high level of attention to detail and organizational skills.  This position also requires skills in the areas of interpretation of information, computation, ability to work well under pressure and deal will people in a professional manner.  In this position, human relations and interpersonal skills are of equal importance with technical skills.  This position requires the ability to perform duties with a minimum of supervision and must make appropriate decisions. 

• Knowledge of customer service practices and principles sufficient to identify each customer’s needs, meet quality standards for services, that result in customer satisfaction.
• Ability to explain policies and procedures in a clear, concise, and professional manner to both internal and external customers.
• Skill in customer service sufficient to provide prompt and accurate information to customers in person, on the phone, and through email and other written or electronic correspondence.
• Knowledge of math sufficient to maintain complete and accurate financial records and balance and resolve discrepancies
• Skill in word processing sufficient to prepare, edit, and finalize emails, memos, reports, and/or other documents and types of written communication that are grammatically correct, in proper format, and free of spelling errors.
• Ability to accurately input, verify, and edit electronic data.

• Advance knowledge of computer applications, i.e., ISRS, MS Office 7 Outlook, Perceptive Content, Oracle Service Cloud and CRM software.
• Experience working in a college One-Stop department
• Knowledge of Ridgewater College academic programs, policies and procedures and a commitment to the values of education for all individuals.
• Interview techniques and communication skills sufficient to obtain routine information from prospective students.
• Knowledge of college, Minnesota State, Federal, State and local laws, rules, policies and procedures pertaining to student data privacy and admissions.
• Knowledge of Federal and State regulations governing financial aid programs along with goals and objectives of the Financial Aid Office.
• Ability to maintain the confidentiality of private information according to law, rules, policies and procedures is essential.
• Ability to work independently and work effectively in a team environment.
• Ability to write and speak multiple languages.

• Ability to: Work in/maintain a stationary position for extended periods of time and collect and deliver items from one location to another.

• 11 paid holidays each year
• Medical Insurance (Single Coverage $39.66 per month and Family Coverage is $270.54 per month)
• Dental Insurance (low deductibles)
• Paid Parental Leave (six weeks)
• Employer paid life insurance
• Short and Long Term Disability
• Pre-tax Flexible Spending Accounts (Medical and Dependent Care)
• Retirement Plan
• Tax-deferred Compensation
• Generous vacation and sick leave