Buckeye Link Counselor

Screen reader users may encounter difficulty with this site. For assistance with applying, please contact hr-accessibleapplication@osu.edu. If you have questions while submitting an application, please review these frequently asked questions.

Current Employees and Students:

If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.

Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

• Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
• Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application. 

Job Title:

Buckeye Link Counselor

Department:

Strategic Enrollment | Buckeye Link

Buckeye Link Counselor Summary

The Buckeye Link team helps students and families take care of the business of being a Buckeye.  We pride ourselves in providing exceptional and integrated service in support of financial aid billing admissions and student records. Buckeye Link Counselors spend a significant amount of their time on the phone interpreting questions from students and families in order to assess their individual needs, and provide appropriate solutions and/or recommendations applicable to their unique situations.  Interactions require Counselors to proficiently navigate multiple systems while also applying knowledge acquired through training and leveraging available resources in order to translate relatively complex information into easily digestible and consumable information for students and families. This position is a rewarding opportunity to assist students in matters essential to their academic success by helping them with the business of being a college student from application through graduation.

Position Environment

Buckeye Link is a highly scheduled fast-paced and continuously changing student-centered environment. The majority of students and families call Buckeye Link for assistance so the Buckeye Link Counselor spends most of the day working independently while trouble-shooting and resolving issues over the phone. Inquiries are generally unique in nature which requires account research and possibly additional follow up with students and families. Oftentimes students and families are confused and/or upset when contacting Buckeye Link so it is imperative Counselors demonstrate empathy and resiliency in all interactions.

This position functions with a moderate to high degree of resourcefulness and independence and makes decisions according to established policies and procedures. Providing excellent service is of the utmost importance so quality and productivity metrics are reviewed regularly to ensure we are meeting the needs of our students and families. We pride ourselves in being an open collaborative environment where teamwork and sharing ideas are viewed as vital to the success of the unit. This is a full-time hourly administrative professional position. Staff are required to work additional hours during peak times around the start of each semester.  As one of the university’s largest student-facing offices the reliability of our employees is imperative to support student success.

Performance Objectives

Specifically, this position will be responsible for:

• Providing excellent service to students and families mainly through the phone in addition to email and in-person interactions by holistically counseling students with a goal of first contact resolution.

• Communicating professionally with a diverse audience.

• Advocating and removing barriers to student success within a large complex university setting.

• Demonstrating university and organizational values in all interactions.

Additional Information:

Required Education/Experience

Bachelor's Degree or equivalent combination of education/experience. Two years of relevant experience. Minimum of one year of experience in customer service and/or call center environment as a student employee or professional staff member. The ability to work with students, families, and staff from diverse backgrounds includin