Customer Service Specialist / Administrative Assistant

All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

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Job Description

This position serves as the front line of the Student Services department and provides administrative support college-wide which may include but is not limited to data entry management of student files and records document imaging scheduling appointments taking meeting minutes and being assigned special projects by others within the college. This position 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 disability services payments and billing. This position requires a high level of customer service professional knowledge and ongoing training 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. The person in this position must be able to work independently with minimal supervision and possess the interpersonal communication skills needed to do work for multiple people.

PRINCIPLE RESPONSIBILITIES AND RESULTS

• Maintain a thorough and comprehensive understanding of the Colleges financial aid records registration advising and billing processes services and resources to provide clear and concise responses to requests for information assistance external customers. Asking inquiring questions is critical before referring to appropriate staff or department. This position provides technical support for using eServices including registration financial aid scheduling courses billing etc. Answers calls promptly and provides accurate information to callers or routes calls appropriately. Develops rapport and trust with prospective applicant and current students to promote the understanding of college policy procedures and operations. Demonstrates initiative in resolving situations not requiring personal attention from one of the Directors in Student Services. Treat all interactions with integrity and confidentiality. Direct students and families to resources needed to navigate Student Services. Assist with the intake and handing out of forms/documents. Escalate more complex or time-sensitive issues to the appropriate Student Services staff. Follow-up with students or staff as needed to ensure proper resolution of an issue.

• Provides clerical and other general office and administrative support for the colleges faculty staff and administration.

• Serve as a backup test administrator to the test center on the Willmar campus.

KNOWLEDGES SKILLS AND ABILITIES

This position requires analytical and problem-solving skills along with a high level of attention to detail and organizational skills. This position also requires skills in the areas of interpretation of information computation ability to work well under pressure and deal will people in a professional manner. In this position human relations and interpersonal skills are of equal importance with technical skills. This position requires the ability to perform duties with a minimum of supervision and must make appropriate decisions.

Salary Range: $20.45 - $27.12/hr.

Minimum Qualifications

• Knowledge of customer service practices and principles sufficient to identify each customers needs meet quality standards for services that result in customer satisfaction.

• Ability to explain policies and procedures in a clear concise and professional manner to both internal and external customers.

• Skill in customer service sufficient to provide prompt and accurate information to customers in person on the phone and through email and other written or electronic correspondence.

• Knowledge of math sufficient to maintain complete and accurate financial records and balance and resolve discrepancies.

• Skill in word processing sufficient to prepare edit and finalize emails memos reports and/or other documents and types of written communication that are grammatically correct in proper format and free of spelling errors.

• Ability to accurately input verify and edit electronic data.

Preferred Qualification

• Experience using Minnesota State systems including ISRS ImageNow D2L SharePoint MS Teams and/or test bank generators.

• Knowledge of Ridgewater College academic programs policies and procedures and a commitment to the values of education for all individuals.

• Interview techniques and communication skills sufficient to obtain routine information from prospective students.

• Excellence in positive problem-solving skills/dilemma resolution skills.

• Ability to produce well-written reports and summaries.

• Ability to manage multiple projects with precision of detail and with complete follow-through to meet established deadlines.

• Ability to multi-task and organize information (with multiple interruptions) as it is received and prioritize tasks to be completed in an accurate and timely manner.

• Ability to maintain the confidentiality of private information according to law rules policies and procedures is essential.

• Ability to work independently and work effectively in a team environment.

• Ability to write and speak multiple languages.

Other Requirements

Physical Requirements

• Ability to: Work in/maintain a stationary position for extended periods of time and collect and deliver items from one location to another.

Work Shift (Hours / Days of work)

Monday - Friday / 8:00AM- 4:30PM

Telework (Yes/No)

No this is an in -person role on campus

About

Institution Information

MISSION: Ridgewater College empowers diverse learners to reach their full potential and enrich their lives through personalized and relevant education in an accessible supportive and inclusive environment.

VISION: Ridgewater College is a student-centered educational leader focused on innovation excellence and affordability.

GUIDING PRINCIPLES:

• Enterprising - We are future-focused and change-oriented developing creative solutions to challenges that maximize our institutional system and local resources.

• Empowerment We develop and empower employees to make decisions to best serve students and stakeholders.

• Excellence We strive to exceed expectations in all that we do.

• Diversity Equity and Inclusion We seek to understand and appreciate the needs and experiences of every individual and actively work to provide genuine opportunities for everyone to succeed and participate in college activities and processes.

• Trust and Respect We are committed to developing a culture based in processes and behavior that create trust and respect among all stakeholders.

• Collaboration We connect and work together to achieve common goals while respecting needs and interests of stakeholders.

• Curiosity and Creativity We constantly strive to understand learn change and improve.

• Accountability As individuals and groups we willingly accept and take ownership of our successes and failures.

Benefits Information:

At Minnesota State we have a GREAT BENEFITS PACKAGE! Our generous benefits include 11 paid Holidays Vacation Time Sick Time six weeks of Paid Parental Leave low cost medical and dental insurance with low deductibles ($250 - $1500) a Pension Plan 457(b) and 403(b) retirement plans and other retirement investment options pre-tax medical and dental expense (with roll-over option) and dependent care accounts employer paid life insurance short and long term disability as well as professional development and a tuition waiver program for employees and their dependents etc. We promote the health and well-being of our employees and take work/life balance seriously.

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