Student Services Specialist
- Employer
- Fayetteville State University
- Location
- Fayetteville, North Carolina, United States
- Salary
- Competitive Salary
- Date posted
- Mar 7, 2025
View more categoriesView less categories
- Position Type
- Administrative, Student Affairs, Enrollment Management, Disability Services, Student Activities & Services
- Employment Type
- Full Time
Position Information
Position Information
Position Title:
Student Services Specialist
Working Title:
Contact Center Specialist
Position Number:
000147 & 000148
Full-time or Part-time:
Full Time
Time Limited Position:
No
Number of Vacancies:
2
Department:
Enrollment Management
Posting Number:
0402467
SHRA/EHRA:
SHRA
Job Category:
Professional
Hiring Range:
$43,940.00 - $43,940.00
Overall Position Competency:
Journey
Description of primary duties and responsibilities:
Primary Purpose of the Organizational Unit:
The objective of the Bronco Contact Center is to provide a culture of responsiveness and expert student service within academic affairs. The Bronco Contact Center consolidates and enhances services provided through the Financial Aid, Registrar’s, and Admissions Offices and serves as a first point of contact for these offices as well as the Fayetteville State University main extension. This minimizes student wait times and eliminates the need for students and callers with general university inquiries to contact different areas for support. It also provides true and real-time connection with our community partners and external entities. The Bronco Contact Center is designed to support FSU web tools that assist students with all student service functions. The center focuses on the enrollment areas to enhance the university’s efforts to engage and retain students and to provide seamless delivery of services and assistance to students while also taking on the role of the “Voice of University” by answering all incoming calls to the University’s main line.
Description of Work Continued:
Primary Purpose of the Position:
This position is eligible for flexible work arrangements, including remote/hybrid work. Fayetteville State University employees are generally required to reside in North Carolina within a reasonable commuting distance of their assigned duty station.
The primary purpose of the Bronco Contact Center Student Services Specialist is to provide front-line counseling, superior customer service and support, and holistic problem resolution in the areas of university general inquiries, registration, financial aid, accounts, and admissions. This position will provide information and service relative to policies, processes, and procedures to prospective and current students, parents, and external entities and perform other duties as assigned. This position is expected to troubleshoot student issues and resolve complex issues that may cross several departments. This position is expected to go beyond simply answering the question the student may ask, and instead review their record and issues holistically and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Bronco Contact Center.
Minimum Remote Work Requirements:
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Knowledge skills and abilities:
Communication: Ability to convey information clearly and concisely to groups or individuals, either verbally or in writing, to ensure that they understand the information and the message. Ability to listen and respond appropriately to others.
Knowledge – Technical: Possession of a designated level of technical skill or expertise in a specific technical area(s) and the ability to keep up with current developments and trends in areas of expertise. It may be acquired through academic, apprenticeship or on-the-job training or a combination of these
Integrity: Ability to maintain social, ethical, and organizational norms. Ability to firmly adhere to codes of conduct and ethical principles.
Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues.
Building Partnerships: Ability to develop and use collaborative relationships to facilitate the accomplishment of work goals. Ability to identify opportunities and take action to build strategic relationships between work units, divisions or departments, and other groups (both internal and external), including local governments, stakeholders, the Legislature, or other organizations.
Data Collection: Ability to observe, monitor, collect, and record data. Ability to assess the accuracy, validity, and integrity of the data
Preferred Qualifications:
Five (5) years of experience in call center/phone service setting.
Three (3) years in Higher Ed/ and or customer service experience.
Special Instructions to Applicants:
Notice to Applicants
Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.
Closing Date:
03/21/2025
Open Until Filled:
No
Other Information
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
EEO Statement:
This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable), academic verification and credit history check (if applicable).
Fayetteville State University is committed to equality of educational opportunity and employment and does not discriminate against applicants, students, or employees based on race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, genetic information or veteran status. Moreover, Fayetteville State University values diversity and actively seeks to recruit talented students, faculty, and staff from diverse backgrounds.
Veteran's Statement
Fayetteville State University is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.
Quick Link
https://jobs.uncfsu.edu/postings/26419
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
Position Information
Position Title:
Student Services Specialist
Working Title:
Contact Center Specialist
Position Number:
000147 & 000148
Full-time or Part-time:
Full Time
Time Limited Position:
No
Number of Vacancies:
2
Department:
Enrollment Management
Posting Number:
0402467
SHRA/EHRA:
SHRA
Job Category:
Professional
Hiring Range:
$43,940.00 - $43,940.00
Overall Position Competency:
Journey
Description of primary duties and responsibilities:
Primary Purpose of the Organizational Unit:
The objective of the Bronco Contact Center is to provide a culture of responsiveness and expert student service within academic affairs. The Bronco Contact Center consolidates and enhances services provided through the Financial Aid, Registrar’s, and Admissions Offices and serves as a first point of contact for these offices as well as the Fayetteville State University main extension. This minimizes student wait times and eliminates the need for students and callers with general university inquiries to contact different areas for support. It also provides true and real-time connection with our community partners and external entities. The Bronco Contact Center is designed to support FSU web tools that assist students with all student service functions. The center focuses on the enrollment areas to enhance the university’s efforts to engage and retain students and to provide seamless delivery of services and assistance to students while also taking on the role of the “Voice of University” by answering all incoming calls to the University’s main line.
Description of Work Continued:
Primary Purpose of the Position:
This position is eligible for flexible work arrangements, including remote/hybrid work. Fayetteville State University employees are generally required to reside in North Carolina within a reasonable commuting distance of their assigned duty station.
The primary purpose of the Bronco Contact Center Student Services Specialist is to provide front-line counseling, superior customer service and support, and holistic problem resolution in the areas of university general inquiries, registration, financial aid, accounts, and admissions. This position will provide information and service relative to policies, processes, and procedures to prospective and current students, parents, and external entities and perform other duties as assigned. This position is expected to troubleshoot student issues and resolve complex issues that may cross several departments. This position is expected to go beyond simply answering the question the student may ask, and instead review their record and issues holistically and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Bronco Contact Center.
Minimum Remote Work Requirements:
- Verified internet service (secure, reliable, and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). FSU will provide all equipment needed to get started! (laptop, dual monitor, software.)
- Workspace must be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you will participate in workspace audits (e.g., remote desktop observation, call and screen recordings, pictures of workspace setup, video chats, etc.).
- You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Knowledge skills and abilities:
Communication: Ability to convey information clearly and concisely to groups or individuals, either verbally or in writing, to ensure that they understand the information and the message. Ability to listen and respond appropriately to others.
Knowledge – Technical: Possession of a designated level of technical skill or expertise in a specific technical area(s) and the ability to keep up with current developments and trends in areas of expertise. It may be acquired through academic, apprenticeship or on-the-job training or a combination of these
Integrity: Ability to maintain social, ethical, and organizational norms. Ability to firmly adhere to codes of conduct and ethical principles.
Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues.
Building Partnerships: Ability to develop and use collaborative relationships to facilitate the accomplishment of work goals. Ability to identify opportunities and take action to build strategic relationships between work units, divisions or departments, and other groups (both internal and external), including local governments, stakeholders, the Legislature, or other organizations.
Data Collection: Ability to observe, monitor, collect, and record data. Ability to assess the accuracy, validity, and integrity of the data
Preferred Qualifications:
Five (5) years of experience in call center/phone service setting.
Three (3) years in Higher Ed/ and or customer service experience.
Special Instructions to Applicants:
Notice to Applicants
Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.
Closing Date:
03/21/2025
Open Until Filled:
No
Other Information
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
EEO Statement:
This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable), academic verification and credit history check (if applicable).
Fayetteville State University is committed to equality of educational opportunity and employment and does not discriminate against applicants, students, or employees based on race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, genetic information or veteran status. Moreover, Fayetteville State University values diversity and actively seeks to recruit talented students, faculty, and staff from diverse backgrounds.
Veteran's Statement
Fayetteville State University is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.
Quick Link
https://jobs.uncfsu.edu/postings/26419
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * How many years of customer service experience do you possess?
- Less than 1
- 1-3 years
- More than 3 years
- * Do you have experience working in a high volume call center
environment?
- Yes
- No
- * Describe your experience with call center software.
(Open Ended Question)
- * Do you have any prior higher education experience? If you
answered yes, please explain.
(Open Ended Question)
Required Documents
- Cover Letter
- Resume/Curriculum Vitae
- Other Document
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