Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist works to enhance and support the experience of students and guests through customer services. This position provides operational support to the Enrollment Management Team to ensure consistent communication and collaboration. Daily duties include managing the front desk, answering phone lines and maintaining campus schedules. Hiring Range is $17.57 - $18.89 USD Hourly. The final salary offer will be determined based on the candidate's qualifications and experience. Equivalent combination of education, training and relevant professional experience will be considered.

Essential Functions

• Employee will demonstrate TSTC Core values of Excellence, Accountability, Service and Integrity with internal and external stakeholders, customers, students and members of the community.
• This position provides front-of-the-house customer service for their building and campus; therefore, primary duties may include: managing the front desk, answering phones, serving and directing visitors, maintaining campus calendars for classes, tours, events and information, conducting individual and group tours. Additionally, this position supports campus staff and faculty as it relates to serving students and guests.
• Maintain an excellent working relationship with all TSTC personnel and provide exemplary customer service to all groups while maintaining confidentiality of student records in compliance with the Family Educational Right to Privacy Act, state law, and college policies. Attend meetings and trainings as necessary to maintain knowledge of new and existing recruiting, financial aid, admissions, and records policies. Have an understanding of all systems used within the college to onboard a student, including Colleague, Salesforce, Portal and our website.
• Assists prospective students with the admissions process; application, program options, application requirements, and have a clear understanding of the enrollment processes and services offered to our students.
• Coordinate the planning, preparation and production of materials for the campus meetings.
• Be adequately informed on campus services (admissions, financial aid, testing, and program requirements) available to new or prospective students, for support of other departments.
• Communicate orally and written with department to enhance internal and community relationships. Ability to anticipate conditions and plan ahead, establish priorities and meet schedules.
• Obtain the appropriate knowledge and understanding of the financial aid process to accurately be able to assist applicants and current students with the financial application process and to answer specific questions regarding the students' financial aid status.
• Support Student Recruitment with campus-level scheduling, planning and logistics. Assist Student Recruitment with campus tours and other on-site events.
• Obtain knowledge and understanding of the Office of the Registrar processes in order to process and assist current students in completing forms, to include; Add/Drop, withdrawals, Change of Major, Data Corrections, and Transcript Requests.
• Other duties as assigned

Education/Experience/Knowledge/Skills

• High school diploma with exceptional background. Associates degree or higher in an appropriate field from an accredited college or university preferred.
• Minimum of 5 years of generalist and/or customer service experience required. Minimum of 3 years education or professional office experience preferred. Experience in sales, recruiting, admissions, records, financial aid, outreach or a related field preferred.
• Ability to build and maintain collaborative relationships with college faculty and staff, administration, and students.
• Should have considerable experience in a recognized profession or business, and specialized training in office practices and administrative procedures.
• Proficiency handling multiple responsibilities and priorities.
• Excellent organizational, problem solving, and decision-making skills.
• Strong Verbal and written communication.
• Knowledge of academic policies and procedures preferred
• This job description covers a position in which the percentage of time spent on the essential functions will vary based on the workload and will ultimately be determined by the supervisor.

Equal Opportunity Employer

Texas State Technical College (TSTC), as an equal opportunity employer, complies with all applicable federal and state laws regarding nondiscrimination. TSTC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

Employment Eligibility Verification

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at TSTC.

Background Checks

A criminal history background check will be required for the finalist(s) under consideration for this position.