Customer Service Counselor

Job Title : Customer Service Counselor

Location : Marietta, Georgia

Regular / Temporary : Regular

Full / Part Time : Full-Time

Job ID : 292013

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia . We are searching for talented people to join Kennesaw State University in our vision . Come Take Flight at KSU!

Location

(Primary Location for Job Responsibilities) Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Job Summary

Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service

Responsibilities

KEY RESPONSIBILITIES :

1. Monitors the department's phones and e-mail systems

2. Provides timely and accurate responses to students, prospective students, parents and / or guardians regarding financial aid

3. Documents communication, interactions, and information according to established guidelines

4. Escalates inquiries to appropriate personnel, per guidelines

5. Maintains compliance with institutional, USG, state, and federal regulations

Required Qualifications

Educational Requirements

High School diploma or equivalent

Required Experience

Previous experience in a customer service role

Preferred Qualifications

Additional Preferred Qualifications

Bilingual

Preferred Educational Qualifications

An undergraduate or advanced degree from an accredited institution of higher education

Preferred Experience

Prior experience in services at an accredited institution of higher education

Knowledge, Skills, & Abilities

ABILITIES

Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals

High level of empathy and ability to deal with difficult and confidential situations

Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE

Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965

SKILLS

Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills

Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)

Strong attention to detail and follow up skills

Strong customer service skills and phone and e-mail etiquette

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https : / / www.usg.edu / policymanual / section8 / C224 / #p8.2.18_personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https : / / www.usg.edu / policymanual / section6 / C2653 .

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu.

Other Information

This is not a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is considered a position of trust.

This position does not require a purchasing card (P-Card).

This position may travel 1%-24% of the time.

This position does not require security clearance.

Background Check

• Credit Report
• Standard Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening

results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and / or verification of academic credentials.

https : / / www.usg.edu / hr / assets / hr / hrap_manual / HRAP_Background_Investigation_Employment.pdf