Administrative Program Assistant: Customer Service Representative

OSU Oregon State University•Corvallis, OR

2d•Onsite

About The Position

This recruitment will be used to fill one full-time Administrative Program Assistant: Customer Service Representative position for the Office of Admissions at Oregon State University (OSU). The Office of Admissions is responsible for the recruitment of prospective students, processing applications, responding to inquiries regarding admission and general information, and processing articulation of transfer credits for individuals applying to and attending Oregon State University. The primary purposes of this position are to provide excellent customer service, answer inquiries, and bring resolution to issues via phone, email, live chat or through in-person interaction and to maintain accurate student application information and documentation. This position assists with the processing of documents and applications and applies state, university, office and system regulations and requirements to all processes.

Requirements

Three years of office experience which included two years at full performance level and experience generating documents; and Lead work responsibility or coordination of office procedures.
Customer service experience, specifically in a high paced work environment with constant interruptions to the daily tasks/projects assigned.
Experience answering a high volume of phone calls and emails.
Strong communication skills, both verbal and written.
Experience with a fast-paced, time sensitive environment
Ability to multi-task and stay focused.
Experience in providing and receiving information in person, by phone, or electronically.
Competent using Microsoft Windows, email, word processing, and spreadsheets.
Able to independently research, assess, and retrieve information from the internet.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.

Nice To Haves

Experience in fee processing.
Experience with the Slate application system, Banner student information system, OnBase document imaging system, and with application processing.
Ability to explain information regarding specific programs or services provided by the University and provide in-depth technical information regarding policies, procedures, and programs.
A demonstrable commitment to promoting and enhancing diversity.
Three years of office experience which includes experience generating documents and coordination of office procedures.
Type 50+ words per minute.

Responsibilities

Exercise creative problem solving and collaboration to resolve errors in document imaging, application completion, or stalled files in evaluation process.
Upload and index application documents into a document imaging system.
Handle and respond to high volumes of chat requests for information throughout daily operations, potentially managing multiple chats simultaneously.
Regularly interact with applicants, students and colleagues regarding potential and awarded transfer credits.
Load test data, collect and distribute mail, process non-degree and professional program applications, application fee refunds, and Advanced Tuition Deposit checks.
In absence of set parameters or guidelines, make independent decisions on accuracy of data and when to resolve versus report errors, with the understanding this decision may affect data integrity, influence student yield, or revenue for Oregon State University.
Provide training on processes, policies, and decision making to student staff team.