Maintains and manages the activities of the Penguin Service Center: A One Stop for Campus to receive essential information, find guidance and resolve enrollment-related concerns in financial aid, records, registration and student billing. Ensures unparalleled customer service for all cross-functional transactions of the office. Provides direct supervision for Penguin Service Center staff and manages all training support. Stays up to date on university, departmental, federal, and state regulations; exercises authority to implement changes and make exceptions. Researches and increases knowledge about best practices in higher education customer service models; assesses data and creates processes to continuously improve the customer service experience for students.
Bachelor's degree and at least three years of student service experience in higher education environments. Demonstrated customer service experience and data reporting knowledge; competent grasp of technology.
Master's degree in college counseling, student affairs field or relevant discipline; three years of progressive higher education experience in records, registration, financial aid, student billing, a one stop office or integrated student service center; supervisory experience; extensive experience with Banner or a similar student information system; in-depth knowledge of records, financial aid, registration and student billing in higher education environments; demonstrated leadership qualities; knowledge of and experience with mentoring/training staff, data mining, reporting, and analytics for customer service; strong work ethic and attention to detail.
Since 1908, Youngstown State University has prepared its graduates to become leaders in the region, the state, and the nation. Located on a beautiful 140-acre campus near downtown Youngstown, Ohio, YSU offers a comprehensive selection of major programs backed by a strong tradition of teaching and scholarship. YSU has a diverse student body of approximately 12,700 students. Multicultural students make up nearly 18 percent of the student body at the University, and over 400 international students hail from fifty-five countries. A student-faculty ratio of 16:1 provide the personal contact associated with a smaller institution, and its connection to the Ohio state system of higher education enables it to draw on the vast resources of that system. Youngstown State University is a comprehensive urban research university that provides associate, baccalaureate, and graduate instruction and continuing education in one location. The University offers a broad curriculum in the School of Graduate Studies and Research and six colleges: Business Administration; Education; Creative Arts and Communications; Health and Human Services; Liberal Arts and Social Sciences; and Science, Technology, Engin...eering, and Mathematics. Youngstown State University provides for a broad-based education through a core curriculum of 45 semester hours spread across five areas of concentration and emphasizing the development of writing, speaking, and critical-thinking skills.