Coordinator of Customer Service

Company: Kansas State University Foundation
Location: Manhattan
Posted on: June 18, 2022

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:

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