Job Description

SUMMARY:

The Student Services Customer Support Specialist will be responsible for providing support to all areas of public communication, assist in data entry task, and provide additional support to the student services department.

MAJOR DUTIES AND RESPONSIBILITIES:

Answer incoming communication from the public and either answer based organizational questions or direct the appropriate department.

Course and student record keeping in current SOE SIS.

Utilize phone etiquette and communication skills to ensure positive interactions with the public.

Collaborate with team members to ensure efficient handling of communication inquiries.

Performing other duties as assigned.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal - Maintains confidentiality. Protects the integrity and reputation of the school and ensures a fair and educational environment for students.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive experience for students in the Program. Puts success of program above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:

Education:

High School diploma or GED.

Experience:

Functional computer literacy.

Functional working knowledge of Office365 (Word, Excel, PowerPoint, Outlook, etc.).

Skills in multi-tasking with the ability to manage competing demands, set priorities and provide timely responses to urgent issues.

Experience adapting to new conditions and assignments.

Experience in customer service building strong relationships to be able to interact with students, staff and the public in a pleasant, tactful, courteous manner.

CERTIFICATION AND LICENSURE:

State Driver License

Language Ability:

Must exhibit the ability to read, analyze, and interpret education-related material. Must have the ability to write routine reports and correspondence and the ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to calculate figures.

Reasoning Ability:

Ability to solve practical problems and interpret a variety of instructions in different formats. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Excel and PowerPoint.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to wet or humid conditions (non-weather); outdoor weather conditions; extreme cold (non-weather) and extreme heat (non-weather). The employee is occasionally exposed to work in high, precarious places.

The noise level in the work environment is usually moderate.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl.

COMMENTS:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

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