"Customer Service Counselor"

Customer Service Counselor

Job ID: 287357

Location: Marietta, Georgia

Full/Part Time: Full Time

Regular/Temporary: Regular

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!

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

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

Responsibilities

KEY RESPONSIBILITIES:

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

Required Qualifications

Educational Requirements
High School diploma or equivalent

Required Experience
Previous experience in a customer service role

Preferred Qualifications

Additional Preferred Qualifications
Bilingual

Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education

Preferred Experience
Prior experience in services at an accredited institution of higher education

Knowledge, Skills, & Abilities

ABILITIES
Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals
High level of empathy and ability to deal with difficult and confidential situations
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1%-24% of the time.
This position does not require security clearance.

Background Check

• 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. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All 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://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf