Senior Buckeye Link Counselor

Ohio State University; United States; On-site; USD 45,000 - 47,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

Paid time off

Retirement plan

Job summary

Ohio State University is seeking a Senior Buckeye Link Counselor within Strategic Enrollment to serve as an advanced resource for problem resolution and workload management across Buckeye Link.

You will mentor staff and student employees, manage escalated cases, maintain up-to-date knowledge bases for undergraduate admissions, graduate and professional admissions, orientation, and related processes in Salesforce Knowledge, and contribute to procedural improvements.

Qualifications

• Bachelor's degree or equivalent and 4+ years of relevant experience.
• Advanced knowledge of SIS and Salesforce required.
• Knowledge of Buckeye Link areas UA, GP, or UO.

Responsibilities

• Serve as a resource for staff and student employees and resolve escalated cases.
• Maintain and update knowledge base across admissions, orientation, and student services.
• Provide training support and weekly updates, and assist with office objectives.

Skills

Customer service

Call center experience

Independence

Education

Bachelor's degree or equivalent

Tools

Salesforce

Student Information System (SIS)

Job description

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.

Equal Opportunity Employer

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

Benefits

Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including:

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

As Buckeyes, we accomplish more together. No matter your role, you’ll be part of creating what people need now: pathways to education, research and health care. Working at Ohio State means you’re part of a team with a strong sense of community and an unwavering commitment to excellence — and, of course, incomparable Buckeye spirit. We bring out the best in people, help each other succeed and learn together. By joining Ohio State, you become part of a top‑20 public university with one of America’s leading academic health centers. We’re a team of dedicated colleagues with access to boundless resources that support you.