Customer Service Specialist Sr

104813BR

Campus: Tempe

Customer Service Specialist Sr

Job Description

Are you looking to use your attention to detail and problem-solving experience in a collaborative team environment? Are you a self-starter who works well independently but also enjoys working with a team? Do you want employment helping students achieve their educational goals? Do you like analyzing processes to resolve issues? If you are student-focused and enjoy the challenge of working in a fast-paced, academic environment, this may be the position for you. University Registrar Services is seeking a detail-oriented individual to join the Records and Enrollment team on the Tempe campus as a Customer Service Specialist, Sr. to answer student inquiries, assist with other specialized projects, and give guidance to student workers. The ideal candidate will be detail-oriented, possess strong customer service skills, communicate effectively, demonstrate leadership skills, be tech-friendly, and have experience in higher education. The Tempe campus is dynamic, vibrant, and a great environment in which to work. We encourage you to apply if you want to grow professionally, acquire new skills, and work for a leading innovator in higher education.

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:

• Tuition Reduction Program for staff members, their spouses, and dependents.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.

Additionally, University Registrar Services supports flexible work options, ranging from alternative work schedules to hybrid remote work schedules, subject to approvals per ASU policy.

Job Family

Clerical & Admin Support

Department Name

University Registrar Services

Full-Time/Part-Time

Full-Time

VP Code

EXEC VP/PROVOST

Scope of Search

Open

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$21.00 per hour

Close Date

03-October-2024

Category

01

Essential Duties

• Provide general information and convey university policies and procedures to students, faculty, staff and the general public in-person, by telephone and by e-mail.
• Complete registration transactions and enrollment verifications, including transaction/discrepancy research and resolution in a timely manner.
• Analyze processes to resolve issues.
• Act as liaison with departments and colleges.
• Oversee the processing of non-routine/complex issues.
• Assist with training of staff and student workers.
• Assist as needed with supervision of student workers.
• Coordinate and participate in special projects, committees and reports.
• Work within guidelines of established methods; obtain, clarify and provide information within established parameters.
• Plan and prioritize workload to meet set deadlines.

Minimum Qualifications

Associate’s degree in related field and two to three years customer service experience in a frontline service environment OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Experience providing customer service in a team environment and high-volume service location.
• Experience in retrieving and updating information in a student information system (e.g., PeopleSoft).
• Experience with Microsoft Office applications (i.e., Word, Excel, Outlook).
• Experience in resolving complex issues and researching non-routine inquiries received by students, faculty, and staff; University departments, and advising units.
• Demonstrated knowledge of University policies and procedures.
• Evidence of effective communication skills.
• Experience with CRM systems, (i.e., Salesforce).
• Experience establishing and maintaining effective working relationships with faculty, staff, student, community partners, and other stakeholders.
• Demonstrated knowledge of FERPA.
  

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse; required to stand for varying lengths of time and walk moderate distances to perform work. Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds. Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts. Ability to clearly communicate to perform essential functions.

Department Statement

University Registrar Services develops and maintains registration and academic records for the University, consistently applying a commitment to accuracy, integrity, and confidentiality. Our primary goal is to promote quality by exceeding our customers’ expectations, as we assist students, prospective students, parents, alumni, faculty, staff, and the community. Through an array of diversified functions, innovative technology, and focused data reporting, University Registrar Services actively supports the colleges/schools in the advancement of the University’s goals for service, teaching, retention, and graduation. ASU offers an array of employee benefits, including reduced tuition for employees, their spouses and dependents; competitive rates for health and life benefits; a wellness program; disability and leaves program (vacation, sick, and family); paid holidays; and retirement programs. Visit https://cfo.asu.edu/hr-benefits for further details, as well as https://cfo.asu.edu/hr-applicant to view ASU President Crow's video on what ASU has to offer employees.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.