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Student Services Specialist

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Location: Columbus OH

Company Name: The Ohio State University

Occupational Category: 43-4051.00,Customer Service Representatives

Date Posted: 2020-02-17

Valid Through: 2020-03-18

Employment Type: FULL_TIME


For security purposes, this system automatically logs you off when it senses no activity for 60 minutes. Please click either the Next button or you can go to different pages of the application by selecting the page from the dropdown menu and clicking GO button every 60 minutes in order to avoid losing your data. Position Information Top Message Both current Ohio State employees and the general public may apply for this unclassified professional position. Message to Applicants Number of Positions Available 6 University Title Student Services Specialist Working Title Buckeye Link Counselor Department Buckeye Link Department Location Columbus Requisition Number 449205 Summary of Duties Buckeye Link Counselor The Buckeye Link team helps students and families take care of the business of being a Buckeye. Counselors provide integrated service related to admissions, accounts and billing, financial aid, and academic records, while providing excellent customer service. The Buckeye Link Counselor will spend a significant amount of their time providing information and assisting in problem resolution for students and families. This individual will be responsible for ensuring that every person who interacts with our office is provided with the highest level of service. This position will function with a high degree of autonomy and personal accountability. The Buckeye Link Counselor is expected to maintain knowledge of the four represented areas and keep current with frequent changes within those areas. This is an opportunity to assist students in matters essential to their continued education by helping them with the business of being a college student, from application through graduation.Position Environment Buckeye Link is a highly scheduled, fast-paced and continuously changing environment. The majority of contacts to Buckeye Link are via phone, so the Buckeye Link Counselor spends most of the day answering questions from students and families over the phone. As an office, we pride ourselves in being a collaborative environment where teamwork and sharing ideas are viewed as vital to the success of the unit. This is a full-time, hourly, administrative professional position which may require additional hours or occasional evening and weekend hours during peak times. Performance Objectives Specifically this position will be responsible for: 1) Providing excellent service to students and families. 2) Communicating professionally with a diverse audience mainly via phone and email as well as some in-person interactions. 3) Demonstrating university values in all interactions. 4) Holistically counseling students with a focus on first contact resolution and advocating for the students in a large, complex university setting while also upholding all university policies. 5) Utilizing OSU’s Student Information Systems to answer inquiries and troubleshoot accounts. The selected candidate will spend the first two months on the job completing our intensive training program. Various training methods will provide in-depth knowledge of university, state, and federal rules and regulations in order to prepare counselors for serving students and families. Beyond the initial new hire training program, staff are provided with ongoing training and professional development opportunities. This position functions with a moderate to high degree of autonomy and makes decisions according to established policies and procedures. Counselors are expected to manage their own workload to achieve productivity goals related to serving students and regular and reliable attendance is required. Additional Information for Applicants: Closing Statement: The Ohio State University is committed to building a diverse faculty and staff for employment and promotion to ensure the highest quality workforce, to reflect human diversity, and to improve opportunities for minorities and women. The university embraces human diversity and is committed to equal employment opportunity, affirmative action, and eliminating discrimination. This commitment is both a moral imperative consistent with an intellectual community that celebrates individual differences and diversity, as well as a matter of law. Discrimination against any individual based upon protected status, which is defined as age, ancestry, color, disability, gender identity or expression, genetic information, military status, national origin, race, religion, sex, sexual orientation, or veteran status, is prohibited.There are six positions available with this posting. Pre Employment Screening Requires the successful completion of a background check. Required Qualifications Required Experience: Bachelor’s Degree or equivalent combination of education/experience; considerable experience in customer service and/or call center; resume and cover letter required. This position requires the successful completion of a background and credit check. Desired Qualifications Desired Experience: In-depth knowledge of university, state, and federal rules and regulations relative to financial aid, admissions, registration, and student accounts and in-depth knowledge of the university’s student information systems desired. The ability to analyze, interpret data and present appropriate solutions and recommendations while making independent decisions and the ability to work with students, parents and staff from diverse backgrounds including different cultural and socioeconomic backgrounds is desired. Target Salary $16.35 - $17.31 Hourly Job Category Administrative and Professional Job Appointment (FTE%) 100.0 Full/Part Time Full-time Temporary or Regular Term Posting Start Date 05/11/2019 Posting End Date 05/19/2019 Dept Contact Name Da Costa,Christie Nikol Dept Contact Phone 614/292-7211