Specialist, Student Service Center

Job Description

Essential Functions:

• Greet and welcome students, staff, and others when entering the Student Service Center and Admissions. Check in visitors who arrive for an appointment and schedule future appointments for Student Services staff as needed. Triage students, staff, and other visitors at the front desk by answering general questions related to offices within the Student Service Center and Admissions. This includes taking students through the enrollment and financial aid processes.
• Be highly self-motivated and able to effectively communicate virtually with not only customers but also the team and supervisor. Use professional judgment in determining how to best serve the customer and act as a gatekeeper, ensuring all office policies and procedures are adhered to. This role also requires great communication skills, patience, and leadership skills. Additionally, be prepared to serve as an intermediary between students and their assigned Advisor or Admissions Representative.
• Provide support for students in Ozone or by using our lobby computers as time allows. Make copies for students (i.e., tax returns, state-issued ID, social security cards, consortium agreements, etc.). Process registration forms, provide Bank Mobile account activation and refund preference support, review book voucher eligibility and increase as needed, assist in requesting academic records, and answer general questions related to payment options. Act as one of the Instant Messaging contacts between the Toledo and Findlay-area campus front desk staff and be prepared to provide details referring to the wait time and/or confirming the fax has been received.
• Assist with performing targeted student outreach that supports various enrollment management initiatives including student satisfaction and retention. Reaching out to students and offer directions and/or scheduling appointments based on their student type, financial, and academic standing. This requires remarkable communication, empathy, quick thinking, and persuasion skills.
• Have a growth mindset, positive attitude, helpfulness, and be capable of adapting to change in a timely manner. Needs a great capacity to handle stressful situations and difficult customers within the office with a professional demeanor. Has a strong and resourceful way to multi-task and competence to work independently with little supervision. Aptitude to comply with all regulations and policies concerning the privacy of student records.
• Monitor materials needed for daily operations. Ensure that documents in our lobby and supplies at the front desk are well stocked. Keep a good working relationship with other Specialists, and as a team, communicate regarding daily functions to ensure completion of assigned responsibilities. Work to follow the same policies and procedures regardless of campus location.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Basic knowledge of records, student accounts, and financial aid, advising, admissions, career services, Prior Learning Assessment (PLA), and student employment. Working knowledge of Ozone is preferred.
• Basic computer skills, including Microsoft Office (Word, Excel, PowerPoint, Publisher, and Teams). Familiar with using a copy machine and fax machine. Typing skills for creating various documents such as signs, spreadsheets, flyers, PowerPoint presentations, etc.
• Ability to handle stressful situations and difficult customers with a professional demeanor. Ability to multi-task and work independently with little supervision. Capacity to comply with all regulations and policies concerning the privacy of student records.
• Professional, courteous, team player. Enthusiastic and outgoing. Willing to assist individuals of various backgrounds, skill levels, gender, and ethnicity. We are an open-enrollment institution, and we serve a very diverse student population.

Minimum Education/Experience:

• High School Diploma or equivalent (G.E.D.)
• Minimum of one-year customer service experience in an office related environment, basic computer skills including Microsoft Office (Word, Excel, PowerPoint, Publisher, and Teams).
• Basic knowledge of records, student accounts, and financial aid is recommended. A working knowledge of Ozone and Workday.

Job Classification:

Staff

Duty Days:

260 Days

Work Schedule:

8-4:30 or 8:30-5:00 TBD every semester

Grant Funded Position:

No - Not Grant Funded

FLSA Status:

United States of America (Non-Exempt)

Pay Basis:

Hourly

Hiring Range:

$13.97-$15.71

Retirement System:

SERS - SERS (Retirement System Classification)