Specialist - Telephone Representative

Requisition ID: req2716

Job Title: Specialist - Telephone Representative

Department: Enrollment Mgmt & Student Svcs

Location: Columbus Campus

Employment Type: Staff

Employment Status: Board Approved

Bargaining Unit: Non-Bargaining Unit

FLSA Status: Non-Exempt

Compensation Type: Hourly

Compensation: $17.52

Schedule: M-Th 8-5, Fridays 8-4:30. Occasional evening until 6:30pm. Occasional Saturdays 9-12, extended hours until 7:00pm 3 times per year (semester peak weeks)

The College

Community colleges are uniquely positioned to respond to workforce needs and make higher education an affordable reality. There has never been a better time to join a two-year college, and there’s no better place to do it than at Columbus State. A laser focus on student success and a partnership mindset have established Columbus State as a key talent provider in a thriving regional economy, and a premier community college that is changing the nation’s education and workforce landscapes. With more than 46,000 students across two campuses, at several regional learning centers, and online, Columbus State is the nation’s only institution recognized as an Achieving the Dream (ATD) college, an AACC Guided Pathways institution, and a participant in The Right Signals Initiative through the Lumina Foundation. Columbus State employees at all levels benefit from an engaging, collaborative, and supportive culture that rewards innovation and vision. We provide competitive compensation, comprehensive benefits, and professional development opportunities. We are dedicated to ensuring that the diversity of Columbus State faculty and staff reflects that of our students and region. We are proud to be a central part of a community that embraces differences and celebrates the many cultures, beliefs, and lifestyles that define Central Ohio.

The City

Columbus, Ohio is also home to The Ohio State University and more than 30 other colleges and universities as well as the headquarters of multiple Fortune 500 companies. Columbus is one of America’s fastest-growing cities, offering a wealth of cultural experiences, dining, entertainment, shopping opportunities, and more. That’s why Central Ohio residents find living here so fulfilling, both professionally and personally.

Position Summary

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.

Core Competencies

Professionalism, Adaptability, Managing Work, Communication, Continuous Improvement, Quality Orientation, Customer/Student/Employee Focus, Energy, Collaboration

ESSENTIAL JOB FUNCTIONS

CUSTOMER SERVICE

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.

CLERICAL

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.

Usual Physical Requirements:

While performing duties of this job, the employee regularly exhibits digital dexterity when entering data into computer. The employee regularly stands and walks for extended periods of time, and occasionally sits. Employee converses verbally with others in person and by telephone. Employee occasionally reaches with hands or arms, climbs or balances and stoops, kneels, crouches or crawls. Vision demands include close, relatively detailed vision when focusing on a computer screen. With multiple conference spaces as well as meetings across the campus, employee regularly walks outside to other buildings.

Working Conditions:

Typical office environment. Regular exposure to moderate noise typical to business offices. Must travel to various Columbus State campuses and sites.

Knowledge, Skills and Abilities:

Knowledge of: Department related computer software, programs, and applications, database management; standard practices within area of specialization; communication and relationship-building strategies; customer service and public relations principles; community college philosophy and operations; standard office practices and procedures.

Ability to: Appreciate diversity and work effectively with persons of varying cultures and backgrounds; develop and maintain positive and productive working relationships with associates, supervisors, students and faculty, and general public; answer routine inquiries in-person or by phone; remain calm and deescalate sensitive issues; work independently, demonstrating initiative and follow-through, as well as work as part of a larger team; accurately and empathetically address all customer concerns; demonstrate flexibility; maintain confidential and sensitive information; maintain accurate and complete work records; apply general accounting principles.

Skill in: Verbal and written communications; listening; multitasking and planning; scheduling, organizing work; maintaining good public relations and excellent customer service; follow-up; problem solving; application of job software programs; general typing and administrative work; operating general office equipment.

Minimum Qualifications:

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.