Coordinator of Customer Service
Company: Kansas State University Foundation
Location: Manhattan
Posted on: June 18, 2022
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Job Description:
About This Role:
This position is responsible for coordinating efforts that allows
the Office of Recruitment and Admissions (ORA) to deliver high
quality, timely and responsive customer service via phones, email,
chat, mailings, and walk-in traffic. Primary responsibilities
include:
Assist in driving high quality customer service
* Gain in-depth understanding of recruitment and admissions
processes, systems and software to effectively train others
* Create, update and present customer service training topics to
professional and student staff
* Serve as the primary representative from ORA that will support
the efforts of Enrollment Management Central (EMC), a collaborative
effort among the offices of Recruitment and Admissions, Registrar
and Student Financial Assistance
* Make recommendations on how to better the experience for the end
customer
Supervise customer service team
* Support professional staff members (2) who supervise student
staff by providing regular updates, reviews, goal setting,
scheduling, and professional development.
* Develop schedules of when employees, full-time staff and student
staff, will take shifts to support customer service for ORA and
EMC
* Ensure staff members are provided with proper equipment,
materials, and access to systems in order to fulfill their job
duties
Provide customer service
* Respond to escalated or complicated calls.
* Monitor support chats for ORA and EMC to give just-in-time
information and to inform future training.
* Serve as a back up staff member for answering phones, email
queues and other efforts.
* Work shifts at the Enrollment Management Central (EMC)
Other duties as assigned for office support:
* Engage in ongoing training and maintain an elevated level of
knowledge about the University to support prospective students and
current students
* Manage customer service technology for the Office of Recruitment
and Admissions which may include phones, email queues, and other
tools leveraged to respond to customers.
* Special projects as assigned.
This position will be housed in the Berney Family Welcome Center -
an $18 million dollar University facility. It is the premier
location for prospective students, families, current students,
employers, donors, alumni, and community members. In addition, this
position is eligible for a hybrid remote work agreement allowing
for a combination of working in the office and working
remotely.
Why Join Us:
Office of Recruitment and Admissions assists student and families
in the college search process and transition to K-State. ORA offers
quality programs and services designed to provide information,
guidance, and access to our campus community.
Kansas State University offers a comprehensive benefits package
that includes health insurance, life insurance, retirement plans,
paid time off - vacation, sick, and holidays. To see what benefits
are available, please visit:
https://www.k-state.edu/hcs/benefits
We Support Diversity and Inclusion:
Kansas State University embraces diversity and inclusion. The
university actively seeks individuals who foster a collegial
environment and cooperative interactions with coworkers, students,
and others. The University is dedicated to promoting the Principles
of Community.
What You'll Need to Succeed:
Minimum Qualifications:
* Bachelor's Degree
* 1-3 years of relevant experience
Preferred Qualifications:
* Experience in higher education specific to recruitment,
admissions, enrollment management or student affairs.
* Supervision experience of student staff and/or professional
staff.
* Social and communication skills and the ability to engage with
others of diverse backgrounds.
* Possess a high energy level and be able to work under strict
deadlines.
* Strong ability to lead, multitask and stay organized; exceptional
communication skills both written and verbal.
* Self-motivated, team player with a commitment to a high standard
of excellence.
* Demonstrated proficiency with technology including Customer
Relationship Management tool (experience with Technolutions Slate
or Salesforce is helpful), Student Information System such as
PeopleSoft, Microsoft Office, efficient use of email, etc.
Other Requirements:
* Applicants must be currently authorized to work in the United
States at the time of employment
How to Apply:
Please submit the following documents:
* Cover letter
* Resume
* Three Professional References
Screening of Applications Begins:
Immediately and continues until position is filled. For best
consideration, apply by May 16.
Anticipated Hiring Salary Range:
$39,780 - $43,100
Equal Employment Opportunity:
Kansas State University is an Equal Opportunity Employer. All
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender, gender
identity, age, national origin, disability or status as a protected
veteran.
Background Screening Statement:
In connection with your application for employment, Kansas State
University will procure a Background Screen on you as part of the
process of considering your candidacy as an employee.
Advertised: Apr 21, 2022 Central Daylight Time
Applications close:
Keywords: Kansas State University Foundation, Manhattan , Coordinator of Customer Service, Hospitality & Tourism , Manhattan, Kansas
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