Advising, Counseling & Career Center Customer Service Specialist / Customer Service Special Senior
About The Position
The Advising, Counseling & Career Center Customer Service Specialist (CSS Senior) delivers high-quality customer service to prospective, current and returning students through virtual and on-campus services. This position supports a wide range of stakeholders – including students, families, faculty, staff, and transfer partners – by providing essential information about departmental services, online resources, college policies and procedures, and appropriate referrals. This role requires strong communication skills and the ability to effectively assist individuals from diverse backgrounds, often in complex and high-stress situations. This role regularly assists students experiencing crisis and must remain calm, exercise sound judgement and connect students with appropriate resources or services. This position requires a strong understanding of all service areas and works closely with the office manager to address complex inquiries. Responsibilities include providing front desk coverage, supporting department staff and faculty, and collaborating with the office manager and student workers. This position requires a high level of customer service, professional knowledge and ability to resolve independently both simple and complex student issues with minimal supervision, regularly exercising professional judgement and discretion on individual student and faculty issues in compliance with federal privacy regulations. This position also provides administrative support, which may include but is not limited to data entry, management of confidential student files and records, document imaging and managing and assigning cases within the customer relationship management (CRM) system. This position will actively advance the college’s strategic goals, including achieving equity in educational outcomes and supporting a culturally responsive and service-oriented culture, through individual and departmental efforts.
Requirements
- Using business English grammar, spelling, and punctuation to write and edit reports, letters, and other documents.
- Skill in using office software applications, such as Microsoft suite, document imaging systems, customer relationship management systems and student information systems.
- Skill in customer service sufficient to effectively communicate, listen to, and elicit information with tact and diplomacy.
- Oversee, lead, train, and evaluate the work activities of employees in their work area.
Nice To Haves
- One (1) year of experience within an educational or mental health setting, such as a college or university admissions, retention, career, advising, or counseling department.
- Experience providing guidance to other employees on handling difficult or complex problems and resolving escalated complaints.
- Skill in effectively organizing and prioritizing one’s own work.
- Skill in understanding and applying oral and written business process, policy, procedural, and technical instructions.
- Multilingual Proficiency in Spanish or Somali.
Responsibilities
- Deliver high-quality customer service to prospective, current and returning students through virtual and on-campus services.
- Support students, families, faculty, staff, and transfer partners by providing essential information about departmental services, online resources, college policies and procedures, and appropriate referrals.
- Assist individuals from diverse backgrounds, often in complex and high-stress situations.
- Regularly assist students experiencing crisis, remaining calm, exercising sound judgment, and connecting students with appropriate resources or services.
- Provide front desk coverage.
- Support department staff and faculty.
- Collaborate with the office manager and student workers.
- Resolve independently both simple and complex student issues with minimal supervision, regularly exercising professional judgment and discretion on individual student and faculty issues in compliance with federal privacy regulations.
- Provide administrative support, including data entry, management of confidential student files and records, document imaging, and managing and assigning cases within the customer relationship management (CRM) system.
- Actively advance the college’s strategic goals, including achieving equity in educational outcomes and supporting a culturally responsive and service-oriented culture.
Benefits
- Low-cost medical, dental, vision insurance
- Income protection plans
- Generous vacation and sick leave
- 11 paid holidays each year
- Employer paid life insurance
- Pre-tax flexible spending accounts
- Retirement plans
- Tax-deferred compensation plans
- Tuition waivers available for yourself and eligible dependents once certain criteria are met.
- Low-cost medical and dental insurance with affordable deductibles
- Employer-paid life insurance
- Short- and long-term disability
- Pre-tax healthcare and dependent care accounts with a roll-over option.
- Confidential Employee Assistance Program (EAP) for mental health, legal, and financial counseling.
- 12 paid holidays
- Generous vacation and sick time
- Six weeks of Paid Parental Leave.
- Robust Pension Plan
- 457(b) and 403(b) retirement accounts
- Various investment options.
- Dedicated professional development
- Tuition waivers for both you and your dependents.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
