Customer Service Specialist, Senior

Job Profile

Enrollment and Records Assistant 3 Non-Exempt

Enrollment and Records

Full time

$20.00 - $21.00 per hour; offer dependent on experience

Provides complex support for the use and maintenance of enrollment and student records information systems to ensure high quality delivery of student registration services.

• 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.

• High School Diploma and three years (3) experience appropriate to the area of assignment/field; or equivalent combination of experience and/or training.

• Experience providing customer service in a team environment and high‑volume service location.
• Experience retrieving and updating information in a student information system (e.g., People Soft).
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Experience resolving complex issues and researching non‑routine inquiries received by students, faculty, staff, university departments, and advising units.
• Demonstrated knowledge of university policies and procedures.
• Clear communication skills.
• Experience with CRM systems (e.g., Salesforce).
• Ability to establish and maintain effective working relationships with faculty, staff, student, community partners, and other stakeholders.
• Knowledge of FERPA.
• Ability to quickly change priorities and manage conflicts.
• Clear communication skills.

Activities performed in an environmentally controlled office setting with extended periods of sitting, keyboarding, and manipulating a computer mouse; required to stand for varying lengths of time and walk moderate distances to perform work. Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds.

Driving not required for this position.

Campus:
Tempe

No Federal Funding

• Tuition reduction program for staff members, spouses, and dependents.
• Retirement program.
• Paid time for volunteer and professional development.
• Wellness program.
• Disability and leave program.
• Employee assistance program for confidential behavioral health services.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

ASU conducts pre‑employment screening which may include verification of work history, academic credentials, licenses and certifications.

ASU conducts pre‑employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses and certifications. Employment is contingent upon successful passing of the background check.

A fingerprint check is not required for this position.