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Customer Services Specialist - EP

Employer: Johns Hopkins University
Location: Maryland, United States
Salary: Salary Not Specified
Date posted: Mar 2, 2021

Position Type: Administrative, Student Affairs, Admissions, Enrollment, Retention & Registrar
Employment Type: Full Time

Engineering for Professionals (EP) is the part-time, graduate division of the Whiting School of Engineering at Johns Hopkins University. We offer master’s degrees, post-baccalaureate certificates and post-master’s certificates to working professionals across 20 different engineering and applied science disciplines. Classes are offered at multiple locations with an emphasis on an online pathway.

Customer Service Specialist

The successful office of JHU Engineering for Professionals is seeking a Customer Service Specialist to assist the Admissions, Marketing and Student Services teams. The position will be responsible for answering inquiry phone calls, ‘walk-in guests’, online chat platforms and two general email accounts. They must serve their position with strong communication skills and with the ability to act as a liaison between both admissions and student services departments by representing all EP programs.

This position is not eligible for visa sponsorship

Position Responsibilities & Expectations:

Continue building student interest in EP programs by answering phone, email, and chat inquiries. Act as a liaison between advisors, chairs, vice-chairs, and program coordinators to ensure students are successfully supported throughout matriculation. Update and record student information in the student database SIS and Slate. Report recent admits to marketing office for outgoing communications. Attend staff meetings and cross-departmental meetings to inform both admissions and marketing or other EP departments on the most up to date student application data. Track and assist students entering full acceptance from provisional or conditional admission by updating Slate and SIS application status. First point of contact for all calls regarding application or registration status and program questions in real time or shortly after if missed. First point of contact for email inquiriesor redirect to coordinator if necessary. Advise applicants and students regarding program specific requirements including admission requirements, degree requirements, GPA, provisional/conditional status, advisor contact information, instructor contact information, etc. Assist with graduation preparations and participate in the EP graduation ceremony. Ability to work with application CRM and operations database. Other duties as assigned.

Minimum Qualifications:

High School Diploma/GED required.

Two years office/clerical experience.

Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications:

Associate’s degree or Bachelor's degree preferred. Experience with computer applications such as MS Office Suite: Word, Excel, Access, and Outlook and CRM systems such as ISIS and Slate. Familiarity of federal, state and local laws and regulations pertaining to student privacy such as FERPA and HIPPA. Knowledge of JHU academic programs, organizational structure and policies. Excellent interpersonal skills with strong emphasis on customer service. Knowledge of higher education policies and procedures pertaining to student records.

Classified Title:Academic Program Assistant
Working Title: Customer Services Specialist - EP
Role/Level/Range: ATO 37.5/02/OD
Starting Salary Range:$15.26 to $21.00 per hour
Employee group: Full Time
Schedule: M-F 9am to 5pm
Exempt Status: Non-Exempt
Location: 01-MD:Homewood Campus
Department name: 10001473-EP Personnel
Personnel area: Whiting School of Engineering

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Homewood Campus

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm

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