Customer Service Specialist, Senior
About The Position
Are you looking to use your attention to detail and problem-solving experience in a collaborative team environment? Are you a self-starter who works well independently but also enjoys working with a team? Do you want employment helping students achieve their educational goals? Do you like analyzing processes to resolve issues? If you are student-focused and enjoy the challenge of working in a fast-paced, academic environment, this may be the position for you. University Registrar Services is seeking a detail-oriented individual to join the Records and Enrollment team on the Tempe campus as a Customer Service Specialist, Sr. to answer student inquiries, solve complex problems, assist with specialized projects, and give guidance to student workers. The ideal candidate will be detail-oriented, possess strong customer service skills, communicate effectively, demonstrate leadership skills, be tech-friendly, and have experience in higher education. The Tempe campus is dynamic, vibrant, and a great environment in which to work. We encourage you to apply if you want to grow professionally, acquire new skills, and work for a leading innovator in higher education. Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: Tuition Reduction Program for staff members, their spouses, and dependents. Health, dental, vision, and life insurance benefits. Retirement program designed to promote long-term savings and provide income upon retirement. Paid time for volunteer and professional development. Wellness program for preventative health education and screenings. Disability and leave program for income protection. Employee assistance for free and confidential behavioral health services. Additionally, University Registrar Services supports flexible work options, ranging from alternative work schedules to hybrid remote work schedules, subject to approvals per ASU policy.
Requirements
- High School Diploma and three years (3) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Nice To Haves
- Experience providing customer service in a team environment and high-volume service location.
- Experience in retrieving and updating information in a student information system (e.g. PeopleSoft).
- Microsoft Office applications (i.e. Word, Excel, Outlook).
- Experience in resolving complex issues and researching non-routine inquiries received by students, faculty, and staff; University departments, and advising units.
- Demonstrated knowledge of University policies and procedures.
- Evidence of of ability to clearly communicate to perform essential functions.
- Experience with CRM systems, (i.e., Salesforce).
- Experience establishing and maintaining effective working relationships with faculty, staff, student, community partners, and other stakeholders.
- Demonstrated knowledge of FERPA.
Responsibilities
- Provide general information and convey university policies and procedures to students, faculty, staff and the general public in-person, by telephone and by e-mail.
- Complete registration transactions and enrollment verifications, including transaction/discrepancy research and resolution in a timely manner.
- Analyze processes to resolve issues.
- Act as liaison with departments and colleges.
- Oversee the processing of non-routine/complex issues.
- Assist with training of staff and student workers.
- Assist as needed with student workers.
- Coordinate and participate in special projects, committees and reports.
- Work within guidelines of established methods; obtain, clarify and provide information within established parameters.
- Plan and prioritize workload to meet set deadlines.
Benefits
- Tuition Reduction Program for staff members, their spouses, and dependents.
- Health, dental, vision, and life insurance benefits.
- Retirement program designed to promote long-term savings and provide income upon retirement.
- Paid time for volunteer and professional development.
- Wellness program for preventative health education and screenings.
- Disability and leave program for income protection.
- Employee assistance for free and confidential behavioral health services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
