Customer Svc Special Senior

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We are a proud equal opportunity and affirmative action employer, and we seek applicants with deep connections to the cultural communities to which our students belong. We actively seek and encourage applications from women, people of color, persons with disabilities, and individuals with protected veteran status.

Classification: Customer Service Specialist Sr

                          Unlimited, Full-time

                          8:00 AM to 5:00 PM (Monday – Friday)

*A flexible work schedule may be approved with up to two days remote work per week (if applicable)

Salary Range: Hourly from $22.62 to $30.62; Annually from $47,231 to $63,935

*Salary placement is dependent on education and experience

(Please note that a different range may be displayed elsewhere in this post due to a glitch, this is the correct range.)

The vacancy is posted online from Wednesday July 15 to Tuesday July 28 at 11:59pm

THE POSITION AND THE DEPARTMENT

This position provides exemplary customer service and support to both internal and external constituents in locating and obtaining services and provides timely and accurate information which may result in moving prospective students through the enrollment funnel. This position requires a strong working knowledge of all service areas of admissions and is expected to work collaboratively with other Student Affairs offices on more in-depth inquiries. The CSS Senior requires a high level of professional customer service and knowledge to research, investigate, and resolve both simple and complex student issues under minimal supervisory guidance, regularly exercising professional judgement and discretion on individual student cases. This includes providing complicated specialized information regarding policies and procedures in high-pressure, high-volume situations. This position includes additional specialized project work based on the need of the Office of Admissions to support the operations. This position also provides administrative support, which may include but is not limited to data entry, management of student files and records, and document imaging.

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.

YOUR QUALIFICATIONS

Minimum:

• Ability to respectfully engage with clients, coworkers, and customers, when handling difficult or complex problems and resolving escalated complaints or disputes.

• 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.

• Ability to interpret and explain program information to customers, clients, and coworkers, such as policy, procedures, eligibility requirements, application details, and payment methods.

• Analytical and problem-solving skills along with a high level of attention to detail and organizational skills.

• Skills in the areas of interpretation of information, computation, ability to work well under pressure and deal will people in a professional manner.

• Ability to perform duties with a minimum of supervision and must make appropriate decisions.

Preferred:

• Commitment to creating equitable experiences for diverse student populations.

• Experience providing at least 1 year of direct customer service in a college or university setting.

• Knowledge of Normandale academic programs, requirements and admissions processes.

• Demonstrate initiative to trouble-shoot and correct incomplete and complicated application and admissions issues.

• Knowledge of College, Minnesota State, Federal, State and local laws, rules, policies and procedures pertaining to student data privacy, FERPA, and admissions.

• Professional working proficiency in Spanish, Somali, Hmong, or Russian.

WHY NORMANDALE

Normandale is the largest community college in the Minnesota State Colleges and Universities system, annually serving almost 15,000 students 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.

GREAT BENEFITS PACKAGE

As an agency of the State of Minnesota, Normandale offers a comprehensive benefits package including low cost medical, dental, vision insurance, short- and long-term disability, generous vacation and sick leave, 11 paid holidays each year, employer paid life insurance, pre-tax flexible spending accounts, retirement plans, and tax-deferred compensation plans. Additional benefits include tuition waivers available for yourself and eligible dependents once certain criteria are met.

For information on benefits, visit SEGIP’s website SEGIP. This position is also part of the American Federation of State, County Municipal Employees (AFSCME). The AFCME (https://mn.gov/mmb/employee-relations/labor-relations/labor/afscme.jsp contract outlines many additional benefits provided.

For more information on retirement benefits, please view the retirement brochure through MMB.

HOW TO APPLY

Interested applicants should submit their application materials to this job posting. If you are unable to apply online, please contact the job information line at 651.259.3637.

If you are a current Minnesota State employee, please log into Workday, click on the Careers Hub section and search for the Job Code.

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.

Equal Employment Opportunity

Normandale Community College is committed to honoring human differences and cultivating inclusion of different values and ideas in employment and education opportunity. The college is committed to the principle that all individuals are to be treated with equality and dignity.

No person shall be discriminated against in the terms and conditions of employment, personnel practices, or access to and participation in, programs, services, and activities with regard to race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, or gender expression. In addition, discrimination in employment based on familial status or membership or activity in a local commission as defined by law is prohibited.

Reasonable accommodations will be made to applicants with disabilities. If you are an individual with a disability who needs assistance, please contact Human Resources at (952) 358-8269 or [email protected]. Please indicate what assistance is needed.

Benefits Information:

At Minnesota State, we take your well-being and work-life balance seriously. We offer a comprehensive benefits package that features low-cost medical and dental insurance with affordable deductibles, employer-paid life insurance, short- and long-term disability, and pre-tax healthcare and dependent care accounts with a roll-over option. To further support your holistic health, employees also have access to a confidential Employee Assistance Program (EAP) for mental health, legal, and financial counseling. Detailed plan details, rates, and coverage choices can be reviewed directly via the State Employee Group Insurance Program (SEGIP) website.

To support your life outside of work, our package includes 12 paid holidays, generous vacation and sick time, and six weeks of Paid Parental Leave. We also help you secure your financial future with a robust Pension Plan, 457(b) and 403(b) retirement accounts, and various investment options. Furthermore, we invest in your growth by providing dedicated professional development and tuition waivers for both you and your dependents. Please note that specific benefit eligibility and coverage levels may vary depending on the type of position, employee classification, and collective bargaining agreements.

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