The Specialist in the College Telephone Information Center is expected to provide outstanding customer service by greeting callers, answering detailed questions related to student accounts, managing outside inquiries, handling complaints, and solving complex problems for a wide variety of concerns. A Specialist is expected to multi-task, manage multiple monitors and database systems while answering questions related to (but not limited to): Admissions information, financial aid, student payment activity, appointments for academic advising, registration, bookstore pricing and course textbooks, college testing, and general information about the college.
ESSENTIAL JOB FUNCTIONS
Provides comprehensive high quality customer service, reception and accurate intake for all callers in a fast paced environment. Resolves customer, operational and administrative problems. Resolves most issues on the spot and referring student to appropriate department for further assistance as necessary. Perform the daily operations activities of Telephone Information Center. Procedures include consistent verification of ID, verification of student electronic records, and verification of payment information. Interprets and responds to student and general public inquiries regarding admissions, financial aid, registration and general college policies and procedures.
Tracks all activities, evaluates their effectiveness and recommends outreach changes and improvements. Maintain confidentiality of student records and other information. Assists in troubleshooting basic technology problems affecting callers.
Collaborates with and executes referrals to business partners throughout other college departments/personnel. Assists in the collection of fees, recording financial transactions, and delivering financial deposits.
Assists with basic clerical work, data entry, and other academic support projects as directed. Complies with all local, state, federal, and national regulations
OTHER DUTIES & RESPONSIBILITIES
Other duties as required inclusive of providing assistance as needed during peak periods.
Maintains confidentiality of student records in accordance with FERPA guidelines as well as internal regulations and procedures, with the ability to adapt to changing needs of the College and business partners. Hours may include working outside of a normal workweek schedule as well as weekend availability on an as needed basis. This individual may work overtime or offset hours as necessary and may need to work additional evenings/weekends on occasion.
Typical office environment. Regular exposure to moderate noise typical to business offices. Must travel to various Columbus State campuses and sites.
High School Diploma or GED with at least three years progressively responsible experience in the area of the assigned specialized function (preference will be given to those with Telephone Representative/Customer Service or Call Center prior employment). State Motor Vehicle Operator's License or demonstrable ability to gain access to work site(s). An appropriate combination of education, training, coursework and experience may qualify a candidate. Must submit both a resume and cover letter, explaining past work experience and applicant's interest in this position.
Additional Information: Must submit both a resume and cover letter, explaining past work experience and interest in this position.
Internal Number: req3039_1604085702
About Columbus State Community College
Columbus State Community College has been meeting the diverse educational needs of the Central Ohio community for more than 50 years. The college is proud to be an important contributor to the growth and progress of the region and to serve as the front door to higher education in Central Ohio. From the first graduating class in 1965 through this year, 50,000 students have earned associate degrees in 50-plus technical fields and academic transfer programs. Columbus State also offers Associate of Arts and Associate of Science degree programs whose coursework fulfills the freshman and sophomore year requirements for bachelor’s degree programs offered by four-year colleges and universities throughout the state. Specific transfer agreements with more than 40 colleges and universities are in place at Columbus State, and new direct-to degree partnership programs are being developed all the time. Columbus State now has two campuses serving Central Ohio educational needs. The Columbus Campus is located on 85 acres in downtown Columbus. The 108-acre, full-service Delaware Campus welcomed its first students in 2010. Additionally, Columbus State offers classes at nine convenient regional learning centers throughout Central Ohio.