Customer Service Specialist, Senior

Arizona State University • Tempe, AZ

4d • Hybrid

About The Position

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.

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.
• 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 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.
• Ability to quickly change priorities which may include and/or are subject to resolution of conflicts.
• Ability to clearly communicate to perform essential functions.

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.
• 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.
• Flexible work options, ranging from alternative work schedules to hybrid remote work schedules, subject to approvals per ASU policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED