Customer Service Specialist, Senior
About The Position
University Registrar Services seeks a Customer Service Specialist Sr to join the Records and Enrollment team at the Downtown Phoenix campus. This position serves as the primary contact for customer service on subjects such as registration eligibility, academic record policies and procedures, and issues related to the overall maintenance of student records, while communicating to both external and internal customers in a professional manner. A somewhat faster-than-average pace will be the norm for this position. This position seeks to build positive and collaborative relationships with the university community all while managing multiple priorities and acquiring ongoing skills and knowledge. This position also supports training and quality control.
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.
- Applicant must be eligible to work in the U.S. without sponsorship.
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), and using 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 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 verification's, 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.
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
Senior
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
