Buckeye Link Counselor

The Ohio State University; Columbus (OH); On-site; USD 27,000 - 28,000; Full time

Job summary

The Ohio State University Buckeye Link Counselor assists students and families by handling inquiries via phone, email, and in person, offering holistic counseling and solutions to navigate university services. The role emphasizes empathy, clear communication, and problem solving in a fast-paced, student-centered environment.

Two openings exist; the position is regular, with a 40-hour work week, First Shift, located in Student Academic Services.

Qualifications

• Bachelor's degree or equivalent combination of education/experience.
• Two years of relevant experience with minimum of one year in customer service and/or call center environment.

Responsibilities

• Providing excellent service to students and families mainly through the phone in addition to email and in-person interactions by holistically counseling students with a goal of first contact resolution.
• Communicating professionally with their audience.
• Advocating and removing barriers to student success within a large complex university setting.
• Demonstrating university and organizational values in all interactions.

Skills

Customer service

Communication

Empathy

Problem solving

Education

Bachelor's degree or equivalent

Job description

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Job Title: Buckeye Link Counselor; Department: Strategic Enrollment | Buckeye Link

Buckeye Link Counselor Summary

The Buckeye Link team helps students and families take care of the business of being a Buckeye. We pride ourselves in providing exceptional and integrated service in support of financial aid billing admissions and student records. Buckeye Link Counselors spend a significant amount of their time on the phone interpreting questions from students and families in order to assess their individual needs, and provide appropriate solutions and/or recommendations applicable to their unique situations. Interactions require Counselors to proficiently navigate multiple systems while also applying knowledge acquired through training and leveraging available resources in order to translate relatively complex information into easily digestible and consumable information for students and families. This position is a rewarding opportunity to assist students in matters essential to their academic success by helping them with the business of being a college student from application through graduation.

Position Environment

Buckeye Link is a highly scheduled fast-paced and continuously changing student-centered environment. The majority of students and families call Buckeye Link for assistance so the Buckeye Link Counselor spends most of the day working independently while trouble-shooting and resolving issues over the phone. Inquiries are generally unique in nature which requires account research and possibly additional follow up with students and families. Often times students and families are confused and/or upset when contacting Buckeye Link so it is imperative Counselors demonstrate empathy and resiliency in all interactions.

Performance Objectives

Specifically, this position will be responsible for:

• Providing excellent service to students and families mainly through the phone in addition to email and in-person interactions by holistically counseling students with a goal of first contact resolution.
• Communicating professionally with their audience.
• Advocating and removing barriers to student success within a large complex university setting.
• Demonstrating university and organizational values in all interactions.

Additional Information

There are two (2) openings for this position.

Required Experience

Bachelor's degree or equivalent combination of education/experience. Two years of relevant experience with minimum of one year in customer service and/or call center environment as a student employee or professional staff member.

Desired Experience

Desired candidate would have 2-4 years of experience in customer service, experience resolving complex issues. experience having difficult conversations, and demonstrate maturity and resilience and the ability to work with students, families, and staff from diverse backgrounds including different cultural and socioeconomic backgrounds. Sensitive to cultural diversity and ability to professionally communicate and interact effectively with people of all ages and identities. Comfortable answering inquiries and troubleshooting student accounts.

Career Roadmap

Function: Academic Administration
Sub-function: Student Services
Career Band: Individual Contributor - Specialized
Career Level: S2

The pay range for this job profile is $19.47 - $20.25 per hour. The offer for this position will fall within this range based on internal equity, unit's available budget, and the candidate's qualifications.

Location: Student Academic Services (0160)

Position Type: Regular

Scheduled Hours: 40

Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.