Advising Customer Service Associate - Customer Svc Special Intermed

Advising Customer Service Associate - Customer Svc Special Intermed

Institution: Saint Paul College

Classification Title: Customer Svcs Specialist Int

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

City: St. Paul

FLSA: Non Job Exempt

Full Time / Part Time: Full time

Employment Condition: Classified - Unlimited

Salary Range: $20.45 - $28.79

Job Description

Job Summary:

Under the supervision of the Assistant Director of Pathway Advising, this position ensures that accurate, timely and complete information is relayed to all prospective and current Saint Paul College students regarding Pathway Advising services through virtual and in-person communication methods. This position will also provide administrative support to staff working in the Advising Department, and provide work direction to student employees. This position is integral to the department's service excellence initiative; coordinates student appointments and staff schedules; supports the department's complex data tracking and grant management needs; and assesses complicated student questions to which there are no basic procedural answers. All employees of Saint Paul College are responsible for promoting a culture that supports diversity and inclusion in all forms.

Job Duties:

• Provide exceptional culturally responsive customer service to students on behalf of the Advising department.
• Provide administrative support to the Pathway Advising team.
• Provide administrative support for mandatory New Student Orientation and first semester advising appointments.
• Manage student communication on behalf of the advisors and director.
• Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

Salary Range: $20.45 - $27.12 hourly.

Minimum Qualifications:

• Customer services skills sufficient to actively listen to and understand customer needs and provide accurate information and appropriate alternatives in a timely, thorough, courteous, respectful, and professional manner in person, over the phone and in writing.
• Knowledge of reading, writing and oral communication sufficient to perform the job duties described above in order to effectively communicate with both internal and external customers to explain policies and procedures.
• Knowledge of current data entry procedures and the ability to input data quickly and accurately;
• Ability to navigate complex network of programs, resources, and community agencies to compile diverse sources of information into answers for customers and to recommend and develop procedural changes.
• Experience with software systems such as Microsoft Suite or similar sufficient to successfully communicate and track information via Word, Excel, and PowerPoint or similar applications.
• Ability to research and analyze complex situations in order to connect students with the appropriate person/support resource.

Preferred Qualifications:

• Two-year degree.
• 2 years' experience working in student affairs, preferably in an urban community college.
• Experience working with a diverse population including: students identified as first generation, historically disadvantaged, non-traditional, and/or underrepresented students.
• Experience using ISRS and/or a CRM.
• Ability to maintain the confidentiality of private information according to law (FERPA, ADA), rules, policies, and procedures.
• Strong organizational skills and ability to understand, follow, recommend and develop procedures.
• Ability to deescalate upset or angry customers and professionally convey difficult messages to students.

Other Requirements:

All resumes must clearly address the Required Qualifications as stated above. If your skills match the required skill for this position, the department may contact you. Reference checks will be conducted for all finalists. This may include a review of documentation related to job performance and education and contact with the finalist current and/or previous employers. Applicant must be authorized to work for any employer in the United States. We are unable to sponsorship or take over sponsorship of employment visa at our institution. The successful candidate under U.S. Citizenship and Immigration Services regulations must be able to accept work in the U.S. by the day employment begins.

Work Shift (Hours / Days of work): Monday - Friday; 8:00 AM - 4:30 PM.

Telework (Yes/No): There may be limited opportunities for telework.

About:

Saint Paul College was established in 1910, and we are proud to be honoring education for more than a century. Saint Paul College is committed to supporting diversity in all of its forms. Applicants representing diverse backgrounds are encouraged to apply. We are an equal opportunity, affirmative action employer, and encourages application from underrepresented groups. Recognized as a Beyond the Yellow Ribbon employer offering support for veteran and military students. A member of the Minnesota State Colleges and Universities system.

Benefits Information: At Minnesota State, we have a GREAT BENEFITS PACKAGE! Our generous benefits include 11 paid Holidays, Vacation Time, Sick Time, six weeks of Paid Parental Leave, low cost medical and dental insurance with low deductibles ($250 - $1500), a Pension Plan, 457(b) and 403(b) retirement plans and other retirement investment options, pre-tax medical and dental expense (with roll-over option) and dependent care accounts, employer paid life insurance, short and long term disability, as well as professional development and a tuition waiver program for employees and their dependents, etc. We promote the health and well-being of our employees and take work/life balance seriously.