Customer Service Agent

Customer Service Agent

The Customer Service Agent position works within the fast-paced Student Financial Services office. This position reports to the Student Financial Services Customer Service Manager, and serves as the face of the university interacting with both prospective and current students as well as their families. They will be responsible for providing a variety of customer service support to students, families, faculty, staff, and the general public.

Job Duties:

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, if needed, connect the student or family with appropriate specialty area of 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.
• This ultimately helps contribute to all recruiting and retention efforts.
• Answer inbound phone calls, assessing needs and providing guidance.
• Assists students with the completion of forms and requirements.
• Monitoring Student Financial Services central email box – reviewing, investigating, and responding to emails.
• Reviewing and resolving issues on student accounts or financial aid applications.
• Investigating complex student inquiries – reaching out to other departments for information, making decisions, and escalating situations as necessary.
• Updating student account profiles with pertinent information.
• Counsel students about policies including residency appeals, billing due dates, student drops for non-payment, and financial aid application process.

Operational Duties

• Complete various Student Financial Services projects as necessary to support departmental operations including organizing special outreach messaging to students and participation in events such as Freshman Move-in, Orientation, Commencement, etc.
• Serve as backup for Financial Aid or Student Accounts staff members with various duties. For example, this position will provide support to the primary staff member responsible for 1098T process. Counsel student and families about the 1098 T form, investigate errors, and work with primary to develop resolutions.
• Assists with the development and processing of Dynamic Forms, our secure portal for document upload.
• Collect fee payments from student organizations and clubs.
• Partially oversee the daily tasks of the student workers.

Minimum Qualifications:

• High school graduation and three years of related business/accounting/bookkeeping experience.
• Associate's degree in Accounting and one year business, accounting or bookkeeping experience, or any combination equal to three years.
• To the extent required by department, computer application skills, such as spreadsheets, word processing, e-mail, browser software, data entry/retrieval/management, and knowledge of other software applications.
• 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 with working in an educational environment
• Experience with Workday software.
• Excellent mathematical and problem solving skills.

Plymouth State University offers high-quality baccalaureate, graduate, and doctoral degree programs. Through research and innovative community partnerships, the University contributes to the economic, social, cultural, and environmental development of the North Country and Lakes Region of New Hampshire and beyond.

Plymouth State University (PSU) is transforming the campus to create a first-of-its-kind university holistically organized around integrated clusters. Our goal is to provide a dynamic interdisciplinary and innovative learning environment. Students, faculty, staff, and community will connect to solve real-world challenges that will benefit people and organizations at all levels. We are a residential and comprehensive university with a warm and engaged learning community focused on teaching excellence and regional engagement. The University is located in the heart of the Lakes Region and White Mountains of New Hampshire and serves approximately 4,300 undergraduate and more than 2,000 graduate students.

Surrounded by lakes and mountains, PSU's 170-acre campus provides students with an outstanding natural laboratory for learning and an ideal setting for outdoor recreation. PSU has consistently earned national recognition for its commitment to community service, environmental sustainability, academic excellence, and employee wellness.

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 our campus communities and encourages applications from qualified individuals who will help us 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.

Location: Plymouth

Salary Grade: Non-Exempt Staff 10