Senior Buckeye Link Counselor

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

Job summary

The Ohio State University Wexner Medical Center is seeking a Senior Buckeye Link Counselor to support Undergraduate Admissions, Graduate and Professional Admissions, and University Orientation. You will manage escalated cases, mentor staff, and maintain knowledge bases to improve Buckeye Link procedures.

Ideal candidates bring at least four years of customer service or call center experience, strong independent work capabilities, and expertise in SIS and Salesforce.

Qualifications

• Bachelor's degree or equivalent with four years of relevant experience.
• Extensive customer service/call center background.
• Ability to work independently and handle escalated situations.
• Familiarity with SIS and Salesforce; knowledge of UA, GP, UO functions.

Responsibilities

• Acts as a resource for staff and students, resolving complex/escalated cases and providing real-time feedback.
• Senior Buckeye Link Counselor to support objectives and deliver in-depth guidance across university functions.
• Provides weekly updates, maintains knowledge base, and assists in basic tech troubleshooting.

Skills

Customer service

Call center experience

Independent work

Training needs assessment

Communication skills

Education

Bachelor's Degree or equivalent combination of education/experience

Tools

Salesforce Knowledge

Student Information System (SIS)

Job description

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 QualificationsBachelor'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 QualificationsAdvanced 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 AdministrationSub-Function: Student ServicesCareer Band: Individual Contributor - SpecializedJob 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.***