Student Service Specialist

4 weeks ago

Fairmont, United States Pierpont Community & Technical College Full time
Job DescriptionJob DescriptionSalary:

Posted 8/14/2024 until  8/28/2024 or until filled   

 

                                         Pierpont Community & Technical College Job Description

                 

JOB TITLE:   Customer Service Specialist (Student Services)                     

 

AGENCY:       Pierpont Community and Technical College

 

WORK LOCATION: Pierpont Advanced Technology Center, 500 Galliher Drive Fairmont, West Virginia 26554   

                       

FLSA Status:                Nonexempt       


Employee Category:    Classified                                                    

_____________________________________________________________________________________

GENERAL JOB SUMMARY:

The Customer Services Specialist is responsible for assisting incoming and current students with basic issues pertaining to admissions, recruiting, registration, graduation, financial aid, and student accounts via the telephone, email, and in-person.  In addition, this position is responsible for assisting additional constituents, including faculty, staff, and outside customers.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responds to telephone, email, and in-person basic inquiries regarding admissions, recruiting, registration, graduation, financial aid, and student accounts processes
  • Assists students and parents with basic interpretation and explanations of college, state, and federal policies and procedures
  • Serves as point of contact for electronic communications and mailings received from both students and non students
  • Responds to and processes requests for information including those initiated by the marketing and communications and the enrollment management departments related to recruitment and retention activities
  • Encourages potential students to enroll and provides support to potential and existing students by researching inquiries as needed, obtaining follow up information from the appropriate department, communicating the information and following up to ensure customer satisfaction
  • Process incoming mail and returned mail through a detailed processing structure, requiring strict adherence to institutional, state, and federal policies
  • Scanning internal documents, in addition to reviewing previously scanned documents for accuracy
  • Supports customer service by providing answers to inquiries or links to appropriate party or academic and student service support offices as needed
  • Provides other support functions related to the College
  • Performs other duties as assigned


MINIMUM QUALIFICATIONS:

  • Ability to handle multiple and competing tasks
  • Experience in a fast paced, high call volume, structured environment
  • Strong commitment to customer service
  • Skills in customer service, basic math, grammar and basic level skills in word processing (MS Word) and spreadsheet application
  • Ability to handle a high call volume while maintaining integrity and accuracy
  • Excellent communications skills (interpersonal, verbal and written)
  • Ability to work as a member of a team as well as an individual contributor
  • Ability to learn basic and complex college, state, and federal policies and procedures


EDUCATION AND EXPERIENCE:

  • Associates degree and one year of higher education experience, or an equivalent combination of education and experience, is required.

PHYSICAL REQUIREMENTS:

  • Conditions are those of a typical office environment, requiring frequent oral communication with students and colleagues, the ability to enter data and written communications in electronic format in a timely manner, and sufficient mobility to be present and address students, their parents, and fellow professionals at appropriate college and regional functions.
  • Must be able to frequently sit; talk or hear; and lift up to 10 pounds unassisted
  • Must be able to work in an environment with a moderate noise level

 

 DISCLAIMER:

This description does not state or imply that the duties listed are the only duties to be performed by the position incumbent. Employees are required to follow job-related instructions and perform other job-related activities assigned by their supervisor.  Most requirements are subject to possible modification in order to provide a reasonable accommodation to individuals with disabilities.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, students, other employees, or the general public.

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