Customer Service Specialist- Intermediate

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

Working Title:

Customer Service Specialist- Intermediate

Institution:

Ridgewater College

Classification Title:

Customer Svcs Specialist Int

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

RIDG - Willmar Campus

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$20.45 - $28.79

Job Description

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 and telephone interactions. 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 strong working knowledge of all service areas of Student Services and is expected to work directly with the Student Service staff on more in-depth inquiries. This position 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 general reception for the college and administrative support, which may include but is not limited to data entry, management of student files and records, document imaging and managing appointments within the customer relationship management system.

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 from internal and 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. D emonstrates 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. Perform administrative duties for student services including (but not limited to): registration overrides, suspension appeals, transcript requests, FAFSA, all forms processed in Student Services area in both paper format and electronic. Take appropriate action as forms go thru workflows in Perceptive Content. Scan documents into Perceptive Content. Provides general administrative support for the student services directors as well as the admissions, registration, financial aid, disability services, advising and counseling staff including (but not limited to): Schedule appointments, set up school visits and tours, quality assurance checks on all data entry, assisting with student flags, special projects and mailings. Scan advising notes into Perceptive Content. Performs other duties as assigned to ensure the smooth functioning of the student services departments. Supervises, trains, and assigns daily responsibilities to student workers.

KNOWLEDGE, 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

• Advance knowledge of computer applications, i.e., ISRS, MS Office 7 Outlook, Perceptive Content, Oracle Service Cloud and CRM software.

• Experience working in a college One-Stop department

• 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.

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

• Knowledge of Federal and State regulations governing financial aid programs along with goals and objectives of the Financial Aid Office.

• 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.

• In accordance with the Minnesota State Colleges & Universities (MnSCU) Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to MnSCUs vehicle use criteria and consent to a Motor Vehicle Records check.

Applications must Include:

• Application Online

• Resume

• Cover Letter

Work Shift (Hours / Days of work)

Monday- Friday : 8:00am-4:30pm

Telework (Yes/No)

No

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.

Desired Start Date:

08-18-2025

Position End Date:

Open Date:

07-16-2025

Close Date:

08-01-2025

Posting Contact Name:

Felicia Mary Telecky

Posting Contact Email:

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