Senior Buckeye Link Counselor

The Ohio State University; Columbus (OH); On-site; USD 45,000 - 47,000; Full time

Job summary

The Ohio State University is hiring a Senior Buckeye Link Counselor in Columbus, OH. You will act as a fully functioning Buckeye Link Counselor with responsibilities across Undergraduate Admissions, Graduate/Professional Admissions, and Orientation, focusing on resolving complex cases and improving processes.

Key duties include supporting student employees, adjusting schedules, developing training, maintaining Salesforce/knowledge base content, and working with Buckeye Link leadership to

Qualifications

• Experience in customer service and/or call center environments.
• Advanced knowledge of student information systems (SIS) and Salesforce.
• Familiarity with university policies and working with diverse populations.

Responsibilities

• Serve as a resource for staff and student employees; resolve escalated cases and provide real-time feedback.
• Maintain knowledge base across admissions, orientation, and related functions; update templates as needed.
• Provide weekly updates and support training, scheduling, and workload management.

Skills

Customer service

Call center

Independent work

Communication

Education

Bachelor’s Degree / equivalent

Job description

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Job Title:

Senior Buckeye Link Counselor

Department:

Strategic Enrollment | Buckeye Link

The Senior Counselor serves as a fully functioning Buckeye Link Counselor trained on Undergraduate Admissions, Graduate and Professional Admissions, and University Orientation with enhanced responsibilities serving as an advanced resource for problem resolution and workload management within Buckeye Link; responsibilities include, but are not limited to: assists in supporting student employees and workload management; makes schedule adjustments for student employees and communicates these changes to the appropriate parties; identifies training needs and contributes to developing/presenting training sessions; serves as a resource to staff and student employees to assist and/or resolve complicated or escalated cases, provides direct and immediate feedback to staff and student employees so that they may learn from the experience and apply knowledge to future cases; responds to internal cases, and assists with escalated cases; is responsible for managing and ensuring Undergraduate Admissions, University Orientation, and Graduate and Professional Admissions knowledge in Salesforce Knowledge and that email templates have up-to-date information; builds strong relationships with stakeholders; consistently seeks for ways to improve procedures in Buckeye Link for effectiveness and efficiency, and works with Buckeye Link leadership to implement change.

Job Duties/Responsibilities

60% Serves as a resource for staff and student employees; assists and/or resolves complicated and escalated cases; identifies training needs and assists the trainer with developing/presenting training sessions; provides real time feedback to staff and student employees; Assists in managing student employees and workload management; makes schedule adjustments for student employees.

25% Serves as Senior Buckeye Link Counselor to support office objectives and customer service expectations; provides in-depth analysis and guidance; develops and consistently maintains a current knowledge base of university, state, and federal rules and regulations across the functions of student financial aid, student accounts, registration, residency, admissions, and other functions supporting the student’s academic pursuits.

15% Provides weekly updates; updates the internal knowledge base; assists in basic technology troubleshooting; works with home offices to research complicated cases; functions as Orientation Appointment Manager; performs other duties as assigned.

Required Qualifications

Bachelor’s Degree or equivalent combination of education/experience; four (4) years of relevant experience required; considerable experience in customer service and/or call center; ability to work independently; comfortable working with concerned escalated students and families and relaying potentially unfavorable information; advanced knowledge of the Student Information System(SIS) and Salesforce; knowledge and expertise in at least one of the areas supported by Buckeye Link (UA, GP, UO) required; general understanding of university policies and procedures; the ability to work with students/parents and staff from diverse backgrounds including different cultural and socioeconomic backgrounds; this position requires the successful completion of a background and credit check.

Preferred Qualifications

Advanced degree in relevant field may be desirable. Four to eight (4-8) years of relevant experience.

Additional Information:

The targeted hiring range for this position is $44,900- $47,000. The offer for this position will fall within this range based on internal equity, unit’s available budget, and the candidate’s qualifications.

Career Roadmap

Function: Academic Administration

Sub-Function: Student Services

Career Band: Individual Contributor - Specialized

Job Level: S3 Senior

Location:

Student Academic Services (0160)

Position Type:

Regular

Scheduled Hours:

40

Shift:

Varying Shifts

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

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