Customer Service Counselor

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens.

Our entrepreneurial spirit, high‑impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision.

Come Take Flight at KSU!

Primary Location for

Job Responsibilities:

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060. Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service.

• Monitors the department's phones and e‑mail systems.
• Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid.
• Documents communication, interactions, and information according to established guidelines.
• Escalates inquiries to appropriate personnel, per guidelines.
• Maintains compliance with institutional, USG, state, and federal regulations.

• High School diploma or equivalent.
• Previous experience in a customer service role.

• Bilingual.
• An undergraduate or advanced degree from an accredited institution of higher education.
• Prior experience in customer service at an accredited institution of higher education.

Must be able to work in a fast‑paced work environment, demonstrate time‑management and ability to achieve goals; high level of empathy; handle difficult and confidential situations; manage multiple tasks or projects simultaneously; meet assigned deadlines.

• Working knowledge of and abiding by the regulations of the Family Education Rights and Privacy Act (FERPA) and the Higher Education Act of 1965.
• Excellent interpersonal, initiative, teamwork, problem‑solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills.
• Proficiency with computer applications and programs associated with the position (e.g., Microsoft Office suite, BANNER, OnBase, Degree Works, Salesforce / Target
  
  X / CRM programs).
• Strong attention to detail, follow‑up skills, customer‑service skills, and phone and e‑mail etiquette.

Kennesaw State University is an Equal Employment Opportunity Employer. It prohibits harassment and discrimination on the basis of race, color, sex, sexual orientation, gender identity, ethnicity or national origin, religion, age, genetic information, disability, veteran or military status, and more. For additional information or to file a complaint, contact the Office of Institutional Equity at English Building, Suite 225, eeo.

• This position is not supervisory.
• This position has no financial responsibilities.
• Position does not require driving.
• Position is a position of trust.
• Position does not require a purchasing card (P‑Card).
• Position may travel 1%–24% of the time.
• Position does not require security clearance.

• Credit Report
• Standard Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. If results confirm a disqualifying criminal history, candidates will be immediately disqualified from employment eligibility.

Applicants are required to include professional references as part of their application process. Some positions may require additional job‑based screenings such as motor vehicle report, credit check, pre‑employment drug screening and/or verification of academic credentials. https://(Use the "Apply for this Job" box below)./