Customer Service Specialist

Company Description A Minnesota community and technical college, Ridgewater offers nearly 100 educational programs in transfer and technical education. In fact, some of our programs are unique in not only Minnesota, but also the nation. With campuses in Willmar, Hutchinson, and online, Ridgewater serves more than 5,500 students. For 2020 and 2021, Ridgewater has been ranked as Minnesota’s #1 Community College based on value, strong academics, student life, facilities, diversity, student experiences, location, and safety! Role Description This position provides general reception for the college and administrative support, which may include but is not limited to data entry, management of student files and records, document imaging, scheduling appointments, taking meeting minutes and being assigned special projects by others within the college. This position delivers support to students and their families, faculty, staff, and others in the college community by providing essential information, assistance navigating online resources, answering questions in the areas of course enrollment information, academic records, financial aid, disability services, payments and billing. This position requires a high level of customer service, professional knowledge and ongoing training in order to research, investigate, problem‑solve, and resolve both simple and complex student issues under minimal supervisory guidance, regularly exercising professional judgement and discretion on individual student cases. Maintain a thorough and comprehensive understanding of the College’s financial aid, records, registration, advising and billing processes, services and resources to provide clear and concise responses to requests for information from external customers. This position provides technical support for using eServices including registration, financial aid, scheduling courses, billing, etc. Answers calls promptly and provides accurate information to callers or routes calls appropriately. Develops rapport and trust with prospective, applicant, and current students to promote the understanding of college policy, procedures, and operations. Demonstrates initiative in resolving situations not requiring personal attention from one of the Directors in Student Services. Treat all interactions with integrity and confidentiality. Direct students and families to resources needed to navigate Student Services. Assist with the intake and handing out of forms/documents. Provides general administrative support for administrators, directors, faculty, and some staff positions as it is required. Some related tasks could include, but are not limited to: scheduling meetings and taking minutes, student background checks, making copies, assembling forms and mailings, creating correspondence. Performs other duties as assigned to ensure the smooth functioning and coordination of work across the college and to maintain the reputation of the organization as a vital and viable business partner. Minimum Qualifications Knowledge of customer service practices and principles sufficient to identify each customer’s needs, meet quality standards for services that result in customer satisfaction. Ability to explain policies and procedures in a clear, concise, and professional manner to both internal and external customers. 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. Knowledge of math sufficient to maintain complete and accurate financial records and balance and resolve discrepancies. Skill in word processing sufficient to prepare, edit, and finalize emails, memos, reports, and/or other documents and types of written communication that are grammatically correct, in proper format, and free of spelling errors. Ability to accurately input, verify, and edit electronic data. Preferred Qualifications Experience using Minnesota State systems, including ISRS, ImageNow, D2L, SharePoint, MS Teams, and/or test bank generators. Knowledge of Ridgewater College academic programs, policies and procedures and a commitment to the values of education for all individuals. Interview techniques and communication skills sufficient to obtain routine information from prospective students. Excellence in positive problem‑solving skills/dilemma resolution skills. Ability to produce well‑written reports and summaries. Ability to manage multiple projects with precision of detail and with complete follow‑through to meet established deadlines. Ability to multi‑task and organize information (with multiple interruptions) as it is received and prioritize tasks to be completed in an accurate and timely manner. Ability to maintain the confidentiality of private information according to law, rules, policies, and procedures is essential. #J-18808-Ljbffr