Customer Service Agent

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, and connect the student or family with the appropriate specialty area of the 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, contributing to recruiting and retention efforts. Answer inbound phone calls, assess needs and provide guidance. Assist students with the completion of forms and requirements. Monitor Student Financial Services central email box – review, investigate, and respond to emails. Review and resolve issues on student accounts or financial aid applications. Investigate complex student inquiries – reach out to other departments for information, make decisions, and escalating situations as necessary. Update student account profiles with pertinent information. Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and the financial aid application process. Operational Duties Complete various Student Financial Services projects to support departmental operations, including organizing special outreach messaging to students and participating in events such as Freshman Move-in, Orientation, Commencement, etc. Serve as backup for Financial Aid or Student Accounts staff members with various duties, such as providing support to the primary staff member responsible for the development of Dynamic Forms. Assist with the processing of Dynamic Forms, the 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, or an Associate’s degree in Accounting plus one year business accounting or bookkeeping experience, or any combination equal to three years. Computer application skills such as spreadsheets, word processing, e‑mail, browser software, data entry/retrieval/management, and knowledge of other software applications, as required by department. 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 working in an educational environment. Excellent mathematical and problem‑solving skills. 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 its campus communities and encourages applications from qualified individuals who will help it 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 per hour. Actual offer to be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. Location Plymouth, New Hampshire #J-18808-Ljbffr