Senior Customer Service Specialist

Responsibilities

• 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, 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., People Soft).
• 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.