Customer Service Specialist

Full job description Job Details Working Title: Administrative Assistant / CCS-I Job Class: Customer Service Specialist, Intermediate Agency: Minnesota State Who May Apply : Open to all qualified job seekers Date Posted : 04/10/2024 Closing Date : 04/24/2024 Hiring Agency/Seniority Unit : MN St Colleges & Universities / Willmar CC-AFSCME Division/Unit : MnSCU Ridgewater Hutchinson TC / MnSCU Rdgwtr Hutch TC Class 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: $19.57 - $25.95 / hourly; $40,862 - $54,183 / annually Classified Status : Classified Bargaining Unit/Union : 206 - Clerical/AFSCME Work Area : Student Services Location : Hutchinson FLSA Status : Nonexempt Telework Eligible : No Designated in Connect 700 Program for Applicants with Disabilities: Yes Make a difference in the lives of Minnesotans. The work you'll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.
Job Summary This position 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, 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 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.
PRINCIPLE RESPONSIBILITIES AND RESULTS Maintain a thorough and comprehensive understanding of the College's 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. 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 general administrative support for administrators, directors, faculty, and some staff positions as it is required. Performs other duties as assigned to ensure the smooth functioning and coordination of work across the college and to maintain the reputation of the organization as a vital and viable business partner. Qualifications Minimum Qualifications Knowledge of customer service practices and principles sufficient to identify each customer's 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 Qualifications 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. 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. Additional Requirements 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
In order to be given full consideration, applications must be complete and include a resume and three (3) professional references with contact information.
If you have questions about the position, contact Felicia Telecky at or .
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 Felicia Telecky at .
About Minnesota State 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. Why Work for Us Diverse Workforce We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.
A recent engagement survey of State of Minnesota employees found: 95% of employees understand how their work helps achieve their agency's mission 91% of employees feel trusted to do their jobs 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job 87% of employees report flexibility in their work schedule Comprehensive Benefits Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:
Public pension plan Training and professional development Paid vacation and sick leave 11 paid holidays each year Paid parental leave Low-cost medical and dental coverage Prescription drug coverage Vision coverage Wellness programs and resources Employer paid life insurance Short-term and long-term disability Health care spending and savings accounts Dependent care spending account Tax-deferred compensation Employee Assistance Program (EAP) Tuition reimbursement Federal Public Service Student Loan Forgiveness Program 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.