Customer Service Agent

This position reports to the Student Financial Services Customer Service Manager, and serves as the face of the university interacting with both prospective and current students as well as their families. They will be responsible for providing a variety of customer service support to students, families, faculty, staff, and the general public.

Job Duties/Responsibilities

Assisting Students and Families

• First point of contact for students and families in person, on the phone, or via email.
• Triage each contact, provide answers or requested information, if needed, connect the student or family with appropriate specialty area of office.
• Greeting visitors, assessing needs, answering questions, accepting payments, and providing guidance on Financial Aid and Billing issues.
• Provide an engaging in-person support atmosphere for students and families seeking additional help. This ultimately helps contribute to all recruiting and retention efforts.
• Answer inbound phone calls, assessing needs and providing guidance.
• Assists students with the completion of forms and requirements.
• Monitoring Student Financial Services central email box – reviewing, investigating, and responding to emails.
• Reviewing and resolving issues on student accounts or financial aid applications.
• Investigating complex student inquiries – reaching out to other departments for information, making decisions, and escalating situations as necessary.
• Updating student account profiles with pertinent information.
• Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and financial aid application process.
  
  

Operational Duties

• Complete various Student Financial Services projects as necessary to support departmental operations including organizing special outreach messaging to students and participation in events such as Freshman Move-in, Orientation, Commencement, etc.
• Serve as backup for Financial Aid or Student Accounts staff members with various duties. For example, this position may provide support to the primary staff member responsible for the development of Dynamic Forms.
• Assists with the processing of Dynamic Forms, our secure portal for document upload and all incoming documents from email, mail, fax, and walk in.
• Assist the Special Operations Coordinator with the management of needed office supplies to ensure seamless operations.
• Partially oversee the daily tasks of the student workers.
• Other duties as assigned.
  
  

Minimum Qualifications

• High school graduation and three years of related business/accounting/bookkeeping experience. Associate’s degree in Accounting and one year business, accounting or bookkeeping experience, or any combination equal to three years.
• To the extent required by department, computer application skills, such as spreadsheets, word processing, e-mail, browser software, data entry/retrieval/management, and knowledge of other software applications.
• Customer service skills including the ability to establish and maintain effective working relationships with faculty, staff, students and the general public.
• Aptitude for learning new business/accounting procedures and technology.
• Organizational and analytical abilities.
• Excellent verbal and written communication skills.
• Ability to handle confidential information.
  
  

Preferred Qualifications

• Associate’s Degree or higher.
• 2-3 years in a customer service capacity.
• Experience with working in an educational environment.
• Excellent mathematical and problem solving skills.
  
  

Applicant Instructions

Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/Cover Letter section of your application:

• Resume/CV
• Cover Letter
  
  

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

Plymouth State University offers high-quality baccalaureate, graduate, and doctoral degree programs. Through research and innovative community partnerships, the University contributes to the economic, social, cultural, and environmental development of the North Country and Lakes Region of New Hampshire and beyond.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range

$16.05 - $26.37

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

Location:

Plymouth