Customer Service Associate

Student Services Specialist - Customer Svc Special Intermed

Institution: Minnesota West Community and Technical College

Classification Title: Customer Svcs Specialist Int

Bargaining Unit / Union: 206: AFSCME - Clerical and Office

City: MWST - Pipestone Campus

FLSA: Non Job Exempt

Full Time / Part Time: Part time

Employment Condition: Classified - Unlimited

Salary Range: $21.12 - $29.73

Job Description: This position provides exemplary customer services and support to both internal and external constituents and provides timely, accurate, and detailed information to prospective and current students, to help the College reach its enrollment goals. The position requires a strong working knowledge of all service areas of admissions, advising, registration and financial aid and is expected to work collaboratively with all Student Services and Student Support offices on more in-depth inquiries for resolution. The Student Support Specialist requires a high level of professional customer service and knowledge in order to research, investigate, and resolve both simple and complex student issues under minimal supervision, regularly exercising professional judgement and discretion on individual student cases. This includes providing complicated and specialized information regarding policies and procedures in high-pressure, high-volume situations. This position includes additional specialized project work and administrative support, based on the need of Office of Student Services and Enrollment. Administrative support, which may include but is not limited to data entry, management of student files and records. This position has direct responsibility for understanding process from the start of the college application to graduation, which requires extensive knowledge of Minnesota State and Minnesota West policy and procedures, technical skills, and great attention to details.

All employees, on a daily basis, are expected to execute a service commitment to ensure all students are served and have a positive experience.

Serves as the primary customer service liaison within the Office of Student Services and Enrollment.

• Maintains a thorough and comprehensive understanding of the College's admissions processes, college programs, support services and resources and provides clear and concise responses to requests for information and assistance from external customers.
• Direct students and families to resources needed to navigate the overall college experience.
• Aid with appointment scheduling, online application, financial aid, eServices, and more.
• Use specialized knowledge to provide problem resolution for more difficult or more involved, complicated, and controversial issues. Final answer and resolution of problems frequently require outreach and repeated discussions/interviews with the customer. Follow-up with students or staff as needed to ensure proper resolution of the issue. Exercise initiative in resolving situations not requiring the Dean or Director's personal attention - only escalate situations as appropriate. Treat all issues with integrity and confidentiality.
• Serve as front line in financial aid completion, tracking letter completion, loan counseling, and understanding of awarding of aid.
• Educate, guide, and ability to apply state and college policies related to bills, payment, financial aid, code of conduct, grievance, satisfactory academic progress, registration holds, and credit limit.
• Schedule, coordinate, and support group and individual campus visits, tours, and other recruitment events for prospective students and their families.
• Plan, schedule, coordinate, and support graduation and retention activities and events.
• Provide comprehensive support to students, families, employees, campus visitors and external clientele.

Perform quality assurance and administrative support to ensure accurate and timely processing of student records and campus operations.

• Verify, organize, image and maintain the accuracy of data entered into student records using systems such as Workday, ISRS, EAB/Navigate Student Success & Enrollment Success, and Perceptive Content.
• Assist in mitigating student fraud through ID and student information verification.
• Conduct student outreach campaigns and follow-up communications to support application, registration, appointments, and other student requirements while providing professional, accurate, and courteous customer service.
• Provide campus administrative support by managing mail and shipping, maintaining office, event, and student basic needs supplies, and coordinating EMS event scheduling, contracts, and campus event planning.

Business Office Support

• Provide accounting support to the campus in the form of receipting, and cash management in preparation for deposit.
• Coordinate collections with college business office by identifying student's deferments, agency funding, etc.
• Trouble shooting errors on student's accounts and monitor the Department of Finance for electronic funds transfer and process appropriately.
• Reconcile local bank account monthly.
• Sell merchandise in the campus store.
• Other business office functions as assigned.

Other duties as assigned

• Provide additional support to the Office of Student Service and Enrollment through specialized tasks and projects, such as but not limited to student worker supervision, completing requisitions, uploading receipts, outreach to vendors, etc. and communicating to the college. Participate in work group discussion for mapping business processes, measuring improvement and coordinating work for continuous improvement of processes and procedure related to Student Services and Enrollment. Perform other duties as assigned to ensure the smooth functional of the department and maintain the reputation of the organization as a viable business partner.

Salary Range: $21.12 - $29.73 per hour. Part-time; 37.50 hours per week.

This position requires working on-site at the Pipestone campus. Remote work or hybrid work arrangements are not available for this position.

Minimum Qualifications

• Skill in customer service sufficient to provide prompt and accurate information to customers in person, on the phone, and through email and other written or electronic correspondence.
• Ability to respectfully engage with clients, coworkers, and customers, when handling difficult or complex problems and resolving escalated complaints or disputes. Ability to answer questions and advise customers of program policies, procedures, and regulations.
• Knowledge of standard computer software programs for word processing, spreadsheets, and databases sufficient to create, modify, and protect files.
• Skill in document and records management sufficient to maintain electronic or paper files for efficient organization and retrieval of information.
• Ability to analyze and make recommendations to management for new or revised administrative and program practices and procedures for smooth and efficient office operation.
• Skill in basic accounting sufficient to identify and resolve discrepancies in accounting records.

Preferred Qualification

• Translating from Spanish to English to sufficient to meet clients, co-workers, and customer's needs.
• Knowledge of admissions, registration and financial aid procedures and services sufficient to answer student, staff, and the public's questions.
• Knowledge of Minnesota West programs, policies, services, and procedures sufficient to answer questions asked and refer other questions appropriately.
• Skilled in using MS Office (Outlook, Word, Excel, and Access), online chat or instant messaging applications, customer relationship management software, or Minnesota State ISRS database.
• Knowledge of FERPA and Minnesota Government Data Practices Act and the ability to maintain the confidentiality of private information in compliance with laws, policies, and procedures.
• Demonstrated initiative to trouble-shoot and correct incomplete and complicated situations

Other Requirements

• You must apply online and attach an electronic cover letter and resume to your online application in order to be considered for this position.
• All applicants must be able to lawfully accept employment in the United States at the time of employment.
• In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check

Work Shift (Hours / Days of work)

Monday - Friday; 37.50 hours per week.

Telework (Yes/No)

No. This position requires onsite work and is not eligible for telework or remote work.

About

Minnesota West Community and Technical College is a student-centered, open-access community and technical college within the Minnesota State Colleges and Universities system. The college provides transfer, occupational and career programs, workforce training, educational outreach and life-long learning opportunities. The College is committed to accomplishing its mission: Dedicated to serving the varied educational needs of our diverse populations in affordable, accessible and supportive settings.

Minnesota West Community and Technical College is a comprehensive community and technical college with five southwestern Minnesota campuses: Canby, Granite Falls, Jackson, Pipestone, and Worthington and learning centers in