Customer Service Specialist Senior

Job Details Working Title: Student Services Customer Service Specialist Job Class: Customer Service Specialist, Senior Agency: Normandale Community College Job ID : 76647 Location : Bloomington Telework Eligible : Yes - A hybrid schedule of 2 teleworking days and 3 in-office days per week can be implemented following a brief probationary period Full/Part Time : Full-Time Regular/Temporary : Unlimited Who May Apply : Open to all qualified job seekers Date Posted : 05/11/2024 Closing Date : 05/17/2024 Hiring Agency/Seniority Unit : MN St Colleges & Universities / Normandale CC-AFSCME Division/Unit : MnSCU Normandale CC / Student Services Appointment Type : Unlimited, Full-time Work Shift/Work Hours : Day Shift / 8:00am-4:30pm Days of Work : Monday - Friday Travel Required : No Salary Range: $20.96 - $28.37 / hourly; $43,764 - $59,236 / annually Classified Status : Classified Bargaining Unit/Union : 206 - Clerical/AFSCME Work Area : Student Services Office FLSA Status : Nonexempt Designated in Connect 700 Program for Applicants with Disabilities: Yes The work you'll do is more than just a job. At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Job Summary 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 student and their families, faculty, staff, and others in the college community by providing essential information, assistance navigating online resources, and answering questions in the areas of course enrollment information, academic records, financial air, 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 position 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 system.
This position will actively advance the college's strategic goals, including to achieve equity in educational outcomes and to support a culturally responsive and service-oriented culture, through individual and departmental efforts.
Qualifications Minimum Qualifications Knowledge of customer service practices and principles sufficient to identify customer's needs, meet quality standards for service, 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 email, and other written correspondence while being able to make transfers of referrals using these systems when appropriate. Skill in work processing sufficient to use software, such as Microsoft Work 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. Communication skills (speaking, reading, writing) sufficient to interpret and respond to students, staff, faculty, and other stakeholders in a clear and concise manner. Preferred Qualifications Experience working in a college One-Stop department. Experience working in Student Affairs. Advanced 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. Additional Requirements The college regrets that it is unable to offer H-1B sponsorship at this time. The successful candidate, under U.S. Citizenship and Immigration Services regulations, must be able to accept work in the U.S. by the day employment begins.
An offer for this position may be contingent upon the completion of a background check.
In accordance with the Minnesota State Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to Minnesota State's vehicle use criteria and consent to a Motor Vehicle Records check.
Application Details How to Apply Select "Apply for Job" at the top of this page. If you have questions about applying for jobs, contact the job information line at or email . For additional information about the application process, go to
Contact If you have questions about this position, contact John Norman at .
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to John Norman at .
Why Normandale Community College Normandale is the largest community college in the Minnesota State Colleges and Universities system, annually serving almost 15,000 student from a diverse set of backgrounds, 42% of whom are students of color and nearly 25% are first-generation. We offer opportunities for individuals to grow, learn, and advance their careers while working for an organization that is committed to providing an inclusive and equitable space for students and employees to learn. We are passionately committed to achieving racial equity in student outcomes and in advancing cultural competency in the classroom and services provided.
Working together to improve the state we love. What do Minnesota's State employees have in common?
A sense of purpose in their work Connection with their coworkers and communities Opportunities for personal and professional growth Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include: Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans Fertility care, including IVF Diabetes care Dental and orthodontic care for adults and children 6 weeks paid leave for parents of newborn or newly adopted children Pension plan that provides income when you retire (after working at least three years) Employer paid life insurance to provide support for your family in the event of death Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury Tax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being Support to help you reach your career goals: Training, classes, and professional development Tuition reimbursement Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov) Employee Assistance Program (EAP) for work/life support: A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.
Other Information Employment information for this position can be found in its collective bargaining agreement or its plan document at
AN EQUAL OPPORTUNITY EMPLOYER Minnesota State is an equal opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at or email . Please indicate what assistance is needed.