Senior Buckeye Link Counselor

The Ohio State University • Columbus, OH

1d • $44,900 - $47,000 • Onsite

About The Position

The Senior Counselor serves as a fully functioning Buckeye Link Counselor trained on Undergraduate Admissions, Graduate and Professional Admissions, and University Orientation with enhanced responsibilities serving as an advanced resource for problem resolution and workload management within Buckeye Link. Responsibilities include assisting in supporting student employees and workload management, making schedule adjustments for student employees and communicating these changes, identifying training needs and contributing to developing/presenting training sessions, serving as a resource to staff and student employees to assist and/or resolve complicated or escalated cases, providing direct and immediate feedback to staff and student employees, responding to internal cases, and assisting with escalated cases. The Senior Counselor is also responsible for managing and ensuring Undergraduate Admissions, University Orientation, and Graduate and Professional Admissions knowledge in Salesforce Knowledge and that email templates have up-to-date information. Additionally, they build strong relationships with stakeholders and consistently seek ways to improve procedures in Buckeye Link for effectiveness and efficiency, working with Buckeye Link leadership to implement change.

Requirements

• Bachelor's Degree or equivalent combination of education/experience
• four (4) years of relevant experience required
• considerable experience in customer service and/or call center
• ability to work independently
• comfortable working with concerned escalated students and families and relaying potentially unfavorable information
• advanced knowledge of the Student Information System(SIS) and Salesforce
• knowledge and expertise in at least one of the areas supported by Buckeye Link (UA, GP, UO) required
• general understanding of university policies and procedures
• the ability to work with students/parents and staff from diverse backgrounds including different cultural and socioeconomic backgrounds
• this position requires the successful completion of a background and credit check.

Nice To Haves

• Advanced degree in relevant field may be desirable.
• Four to eight (4-8) years of relevant experience.

Responsibilities

• Serves as a resource for staff and student employees; assists and/or resolves complicated and escalated cases; identifies training needs and assists the trainer with developing/presenting training sessions; provides real time feedback to staff and student employees; Assists in managing student employees and workload management; makes schedule adjustments for student employees.
• Serves as Senior Buckeye Link Counselor to support office objectives and customer service expectations; provides in-depth analysis and guidance; develops and consistently maintains a current knowledge base of university, state, and federal rules and regulations across the functions of student financial aid, student accounts, registration, residency, admissions, and other functions supporting the student's academic pursuits.
• Provides weekly updates; updates the internal knowledge base; assists in basic technology troubleshooting; works with home offices to research complicated cases; functions as Orientation Appointment Manager; performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior