Edtech.com's Summary

Arizona State University is hiring a Customer Service Specialist. This role involves responding to various inquiries and processing student record transactions for the University Registrar Services team, ensuring accuracy and resolving discrepancies. The position requires effective communication, technical troubleshooting, and maintaining records to support the institution's mission through technology.

Highlights

Provide information and explain university policies to students, faculty, staff, and the public via in-person, phone, and email communication.
Assist with registration transactions, enrollment verifications, and resolving transaction or discrepancy issues promptly.
Maintain and classify diverse records and documents related to student information.
Serve as a reference for resolving procedural problems and respond to technical administrative questions.
Investigate complex problems or errors in records and prepare reports or forms as needed.
Plan and prioritize workload to meet deadlines efficiently.
Experience required with student information systems such as PeopleSoft and CRM systems like Salesforce.
Proficiency in Microsoft Office suite (Word, Excel, Outlook) is necessary.
Knowledge of university policies, FERPA regulations, and effective communication skills are essential.
Position offers $20.00 per hour with a comprehensive benefits package including tuition reduction, health insurance options, retirement plans, and wellness programs.

Customer Service Specialist Full Description

Job Profile:IT Helpdesk Coordinator 2 Non-Exempt

Job Family:IT Support Services

Time Type:Full time

Max Pay - Depends on experience:$20.00 USD Hourly

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:
High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:
Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

Job Description:

Position Salary Range: $20.00 per hour

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? 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, to answer a variety of inquiries and process transactions on student records. The ideal candidate will be detail-oriented, possess strong customer service skills, communicate effectively, tech-friendly and have experience in higher education. If you are looking for an opportunity to grow professionally, acquire new skills, and work for a leading innovator in higher education, we encourage you to apply.

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.

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.
Assist with registration transactions, and enrollment verifications, including transaction/discrepancy research and resolution in a timely manner.
Maintain a variety of records requiring classification and compilation of varied information.
Serve as a reference source to assist departments and employees in resolving discrepancies or procedural problems utilizing knowledge of specialized function; responds to technical administrative questions ensuring necessary follow-up is performed.
Check, review or prepare records, reports, forms or other documents of various kinds pertinent to assigned function(s); investigates complicated problems or errors.
Plan and prioritize workload to meet set deadlines.

Desired Qualifications:

Experience with providing customer service in a team environment and in a 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 the expectations of our customers, 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.

Driving Requirement:Driving is not required for this position.

Location:Campus: Tempe

Funding:No Federal Funding

Instructions to Apply:

Current Employees and Students should apply directly within Workdayusing the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$14484.htmld

To be considered, your application must include all of the following attachments:

Cover letter
Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

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. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

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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 inclusive excellence, 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, 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 Police Department 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.

Fingerprint Check Statement:This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Original Job Description