Student Services Assistant - Front Desk​/Customer Service Special

Position: Student Services Assistant - Front Desk /Customer Service Special
All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

Working Title:

Student Services Assistant
- Front Desk /Customer Service Special Institution:

Ridgewater College Classification

Title:

Customer Svcs Specialist Int Bargaining Unit / Union:206: AFSCME
- Clerical and Office City:

RIDG
- Willmar CampusFLSA:

Non Job Exempt Full Time / Part Time:

Full time Employment Condition:

Classified
- Unlimited Salary Range:$21.12 - $29.73

Job Description This position serves as the front line of the Student Services department and provides administrative support college-wide, which may include but is not limited to data entry, management of student files and records, document imaging, scheduling appointments, and being assigned special projects by others within the college. This position delivers support to students and their families, faculty, staff, and others in the college community by providing essential information, assistance navigating online resources, answering questions in the areas of course enrollment information, academic records, financial aid, disability services, payments and billing.

This position requires a high level of customer service, professional knowledge and ongoing training to research, investigate, problem-solve, and resolve both simple and complex student issues under minimal supervisory guidance, regularly exercising professional judgement and discretion on individual student cases. The person in this position must be able to work independently, with minimal supervision and possess the interpersonal communication skills needed to do work for multiple people.

PRINCIPLE RESPONSIBILITIES AND RESULTS
1. Maintain a thorough and comprehensive understanding of the College’s financial aid, records, registration, advising and billing processes, services and resources to provide clear and concise responses to requests for information assistance external customers. Asking inquiring questions is critical before referring to appropriate staff or department. This position provides technical support for using eServices including registration, financial aid, scheduling courses, billing, etc.

Answers calls promptly and provides accurate information to callers or routes calls appropriately. Develops rapport and trust with prospective, applicant, and current students to promote the understanding of college policy, procedures, and operations. D emonstrates initiative in resolving situations not requiring personal attention from one of the Directors in Student Services. Treat all interactions with integrity and confidentiality. Direct students and families to resources needed to navigate Student Services.

Assist with the intake and handing out of forms/documents. Escalate more complex or time-sensitive issues to the appropriate Student Services staff. Follow-up with students or staff as needed to ensure proper resolution of an issue. This position also includes the following, but is not limited to:

Greet visitors and assist or direct them appropriately.

Answers phones, transfers calls, and takes messages as appropriate.

Provide answers to questions and provide follow-up messages in a professional manner.

Assists students with special projects and activities.

Schedule appointments for students.

Disseminates information or refers customers to appropriate resources.

Project a positive image for the institution.

Set up school visits and tours

Other customer service duties as needed.
2. Provides clerical and other general office and administrative support for the student services including financial aid office and the college’s faculty, staff, and administration. Duties include but are not limited to:

Administrative duties for student services:
Registration overrides, financial aid tracking, FAFSA support, all forms processed in the student services area (paper and electronic), work with electronic workflow software.

Preparing purchase requisitions and completing transactions within appropriate software

Scheduling and taking minutes during faculty advisory board meetings.

Conducting student background studies for certain programs.

Preparing, copying, assembling forms, mailings, packets,…