What are the responsibilities and job description for the Customer Service Counselor position at Inside Higher Ed?
Job Title: Customer Service Counselor
Location: Marietta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 293370
About Us
Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!
Location
(Primary Location for Job Responsibilities) Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.
Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.
Job Summary
Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service
Responsibilities
KEY RESPONSIBILITIES:
Educational Requirements
High School diploma or equivalent
Required Experience
Previous experience in a customer service role
Preferred Qualifications
Additional Preferred Qualifications
Bilingual
Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education
Preferred Experience
Prior experience in customer service at an accredited institution of higher education
Abilities
Knowledge, Skills, & Abilities
Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals
High level of empathy and ability to deal with difficult and confidential situations
Able to handle multiple tasks or projects at one time meeting assigned deadlines
KNOWLEDGE
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965
Skills
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Equal Employment Opportunity
Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1%-24 of the time.
This position does not require security clearance.
Background Check
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.
All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.
https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf
Location: Marietta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 293370
About Us
Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!
Location
(Primary Location for Job Responsibilities) Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.
Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.
Job Summary
Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service
Responsibilities
KEY RESPONSIBILITIES:
- Monitors the department's phones and e-mail systems
- Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid
- Documents communication, interactions, and information according to established guidelines
- Escalates inquiries to appropriate personnel, per guidelines
- Maintains compliance with institutional, USG, state, and federal regulations
Educational Requirements
High School diploma or equivalent
Required Experience
Previous experience in a customer service role
Preferred Qualifications
Additional Preferred Qualifications
Bilingual
Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education
Preferred Experience
Prior experience in customer service at an accredited institution of higher education
Abilities
Knowledge, Skills, & Abilities
Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals
High level of empathy and ability to deal with difficult and confidential situations
Able to handle multiple tasks or projects at one time meeting assigned deadlines
KNOWLEDGE
Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965
Skills
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Equal Employment Opportunity
Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1%-24 of the time.
This position does not require security clearance.
Background Check
- Credit Report
- Standard Enhanced
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.
All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.
https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf