Customer Service Specialist

asu; Tempe (AZ); Hybrid; USD 23,000 - 32,000; Full time

Job summary

Arizona State University’s Tempe campus seeks an Enrollment and Records Assistant 1 Non-Exempt to support the maintenance of enrollment and student records information systems for high-quality student registration services. The role involves handling inquiries, processing transactions, and collaborating with teams to resolve issues, while ensuring compliance with FERPA and university policies.

A detail-oriented, tech-friendly candidate with strong communication thrives in this fast-paced

Qualifications

• Experience with providing customer service in a team environment and in a high-volume service location.
• Experience in retrieving and updating information in a student information system (e.g., PeopleSoft).
• Experience with Microsoft Office applications (i.e. Word, Excel, Outlook).
• Experience in resolving complex issues and researching non-routine inquiries received by students, faculty, and staff; University departments and advising units.
• Demonstrated knowledge of University policies and procedures.
• Evidence of effective communication skills.
• Experience with CRM systems, (i.e., Salesforce).
• Experience establishing and maintaining effective working relationships with faculty, staff, student, community partners and other stakeholders
• Demonstrated knowledge of FERPA.

Responsibilities

• Provide general information and convey university policies and procedures to students, faculty, staff and the general public in-person, by telephone and by e-mail.
• Assist with registration transactions, enrollment verifications, transcript-related requests, and legal name changes. Including transaction/discrepancy research and resolution in a timely manner.
• Maintain a variety of records requiring classification and compilation of varied information.
• Serve as a reference source to assist departments and employees in resolving discrepancies or procedural problems utilizing knowledge of specialized function; responds to technical administrative questions ensuring necessary follow-up is performed.
• Check, review or prepare records, reports, forms or other documents of various kinds pertaining to assigned function(s); investigates complicated problems or errors.
• Plan and prioritize workload to meet set deadlines.

Skills

Customer service

Communication skills

Team collaboration

Problem solving

Attention to detail

Tech-savvy

Tools

PeopleSoft

Microsoft Word

Excel

Outlook

Salesforce

Job description

Job Profile:

Enrollment and Records Assistant 1 Non-Exempt

Job Family:

Enrollment and Records

Time Type:

Full time

Job Profile Summary:

Supports maintenance of enrollment and student records information systems to ensure high quality delivery of student registration services.

Job Description:

Position Salary: $20.00 per hour

Are you looking to use your attention to detail and problem-solving experience in a collaborative team environment? Are you a self-starter who works well independently but also enjoys working with a team? Do you want employment helping students achieve their educational goals? If you are student-focused and enjoy the challenge of working in a fast-paced, academic environment, this may be the position for you. University Registrar Services is seeking a detail-oriented individual to join the Records and Enrollment team on the Tempe campus as a Customer Service Specialist, to answer a variety of inquiries and process transactions on student records. The ideal candidate will be detail-oriented, possess strong customer service skills, communicate effectively, tech-friendly and have experience in higher education. The Tempe campus is dynamic, vibrant, and a great environment in which to work.

Essential Duties:

• Provide general information and convey university policies and procedures to students, faculty, staff and the general public in-person, by telephone and by e-mail.
• Assist with registration transactions, enrollment verifications, transcript-related requests, and legal name changes. Including transaction/discrepancy research and resolution in a timely manner.
• Maintain a variety of records requiring classification and compilation of varied information.
• Serve as a reference source to assist departments and employees in resolving discrepancies or procedural problems utilizing knowledge of specialized function; responds to technical administrative questions ensuring necessary follow-up is performed.
• Check, review or prepare records, reports, forms or other documents of various kinds pertaining to assigned function(s); investigates complicated problems or errors.
• Plan and prioritize workload to meet set deadlines.

Desired Qualifications:

• Experience with providing customer service in a team environment and in a high-volume service location
• Experience in retrieving and updating information in a student information system (e.g., PeopleSoft)
• Experience with Microsoft Office applications (i.e. Word, Excel, Outlook)
• Experience in resolving complex issues and researching non-routine inquiries received by students, faculty, and staff; University departments and advising units.
• Demonstrated knowledge of University policies and procedures.
• Evidence of effective communication skills.
• Experience with CRM systems, (i.e., Salesforce).
• Experience establishing and maintaining effective working relationships with faculty, staff, student, community partners and other stakeholders
• Demonstrated knowledge of FERPA.

Working Environment:

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse; required to stand for varying lengths of time and walk moderate distances to perform work. Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds.

Department Statement:

In support of the university's mission and goals, Academic Enterprise Enrollment advances awareness of Arizona State University as the New American University through data-informed strategies that enroll and support a student population reflective of its vision across campus and digital immersion environments. AEE brings professionalism and discipline to the formulation of enrollment strategy and the refinement of enrollment processes and is an effective collaborator with our college and school colleagues and other enrollment partners within the Academic Enterprise, the Knowledge Enterprise, the Learning Enterprise and EdPlus. AEE comprises the following units: Academic Enterprise Communications; Academic Enterprise Enrollment Solutions; Admission Services; Financial Aid and Scholarship Services; the International Students and Scholars Center; the Pat Tillman Veterans Center; Technology and Data Solutions; and University Registrar Services.

Academic Enterprise Enrollment core values:

• Make the human connection: We commit to listen, offer empathy and show compassion.
• Drive success with teamwork: We solve problems with collaboration and creativity.
• Promote a thriving community: We recognize work-life balance and embrace our individual differ