Details
Posted: 12-May-22
Location: Bloomington, Minnesota
Salary: Open
Location: Bloomington
Full/Part Time: Full Time
Employment Condition: Unlimited
Job Description:
We are a proud equal opportunity and affirmative action employer, and we seek applicants with deep connections to the cultural communities to which our students belong. We encourage applications from women, people of color, persons with disabilities, and individuals with protected veteran status.
ABOUT THE POSITION
This position serves as the front line of the Student Services department and is focused on delivering high-quality customer service via face-to-face, email, online chat and telephone interactions. The CSS Senior delivers support to students and their families, faculty, staff and others in the College community by providing essential information, assistance navigating online resources, answering questions in the areas of course enrollment information, academic records, financial aid, payments and billing. This position requires a strong working knowledge of all service areas of Student Services and is expected to work directly with the Student Service Coaches on more in-depth inquiries. The CSS Senior requires a high level of customer service, professional knowledge and ongoing training in order to research, investigate, problem-solve, and resolve both simple and complex student issues under minimal supervisory guidance, regularly exercising professional judgement and discretion on individual student cases. This positions also provides administrative support, which may include but is not limited to data entry, management of student files and records, document imaging and managing and assigning cases within the customer relationship management and online chat systems.
Required Qualifications:
QUALIFICATIONS
Essential(the following qualifications are required to move forward your candidacy; as such, ensure your application contains descriptions of your work experience sufficient to demonstrate competency in each of the following)
- Knowledge of customer service practices and principles sufficient to identify customer's needs, meet quality standards for services, and evaluate customer satisfaction
- Ability to work in an online setting to provide excellent customer service while working remotely
- Excellent oral and written communication skills to communicate complex concepts and guidance to stakeholders. The ability to fluently speak, read, write, understand and respond to a variety of spoken and written communications as well as effectively communicate policies, procedures and information in a positive, professional and courteous manner
- Skill in data entry sufficient to compile, sort, and verify data accuracy before entering; and the ability to check input and output data for completeness, accuracy, and discrepancies
- Provide prompt, courteous and accurate information to customers in person, on the phone, through the online chat system, over e‐mail and other written correspondence while being able to make transfers or referrals using these systems when appropriate.
- Skill in word processing sufficient to use software, such as Microsoft Word and/or Microsoft Outlook to type and format letters, memos, reports, and minutes of meetings
- Computer skills sufficient to send emails, create word processing documents, spreadsheets, collect data, and create reports that can be utilized in an online work environment.
- Detail oriented, extremely accurate and the ability to manage a variety of tasks simultaneously
- English (speaking, reading, writing) sufficient to interpret and respond to students, staff, faculty and other stakeholders in a clear and concise manner
Preferred Qualifications:
Preferred Qualifications:
- Experience working in a college One-Stop department
- Experience working in Student Affairs
- Advance knowledge of computer applications, i.e., ISRS, MS Office 7 Outlook, Perceptive Content, Oracle Service Cloud and CRM software
- Knowledge of college, Minnesota State, Federal, State and local laws, rules, policies and procedures pertaining to student data privacy and admissions
- Demonstrated knowledge of and share the college's interest in diverse cultures and populations
- Demonstrated inter-cultural competencies
- Excellent time management, organization, interpersonal and written communication skills
- Knowledge of Normandale Community College policies and procedures, including data privacy laws and FERPA
- Ability to work independently and work effectively in a team environment
- Demonstrate initiative to trouble-shoot and correct incomplete and complicated application and admissions issues
- Ability to write and speak multiple languages
About:
WHY NORMANDALE
Normandale is the largest community college in the Minnesota State Colleges and Universities system, serving almost 15,000 students from diverse backgrounds, 42% of whom are students of color and nearly 25% are first-generation. We offer opportunities for individuals to grow and learn and advance all the while working for an organization that is committed to providing an inclusive and equitable space for students to learn.
Benefits Info:
GREAT BENEFITS PACKAGE
As an agency of the State of Minnesota, Normandale offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short- and long-term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year. Learn more at http://www.normandale.edu/departments/human-resources/employee-benefits.
For information on benefits, visit SEGIP's website. This position is also part of American Federation of State, County and Municipal Employees (
AFSCME). The
collective bargaining agreement outlines many additional benefits provided.
