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Working Title:

Advising Customer Service Assistant

Institution:

Saint Paul College

Classification Title:

Customer Svcs Specialist Sr

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

St. Paul

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$21.90 - $31.21

Job Description

Job Summary:

Under the supervision of the Assistant Director of Advising, this position ensures that accurate, timely and complete information is relayed to all prospective and current Saint Paul College students regarding all areas of Student Success and Advising (to include, Career Services, New Student Orientation, Pathway Advising, and Satisfactory Academic Progress) through online and in-person services. This position will also provide administrative support to staff working in the Pathway Advising Center, and coordinate the work of multiple student workers. The assistant leads the department service excellence initiative; coordinates appointments and staff schedules; supports the department’s complex data tracking and grant management needs; and assesses complicated student questions to which there are no basic procedural answers. All employees of Saint Paul College are responsible for promoting a culture that supports diversity and inclusion in all forms.

Job Duties:

• Provide exceptional culturally responsive customer service to students on behalf of Pathway Advising.

• Provide administrative support to the Pathway Advising Department.

• Assist with data tracking and management.

• Manage student communication on behalf of the advisors and directors.

• Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

Minimum Qualifications:

• Customer services skills sufficient to actively listen to and understand customer needs and provide accurate information and appropriate alternatives in a timely, thorough, courteous, respectful, and professional manner in person, over the phone and in writing. 

• Knowledge of data entry procedures and systems, such as Microsoft Office or similar data entry systems. 

• Ability to navigate complex network of programs, services, and resources, to compile diverse sources of information into answers for customers and to recommend and develop procedural changes. 

• Experience working with a diverse population including: students identified as first generation, historically disadvantaged, non traditional, and/or underrepresented students. 

Preferred Qualifications:

• Two-year degree 

• 2 years’ experience working in student affairs, preferably in an urban community college. 

• Experience using ISRS and/or a CRM. 

• Ability to maintain the confidentiality of private information according to law (FERPA, ADA), rules, policies, and procedures. 

• Ability to deescalate upset or angry customers so that necessary information can be communicated or appropriate referrals made.

Other Requirements

All resumes must clearly address the Required Qualifications as stated above. If your skills match the required skill for this position, the department may contact you. Reference checks will be conducted for all finalists. This may include a review of documentation related to job performance and education and contact with the finalist current and/or previous employers. Applicant must be authorized to work for any employer in the United States. We are unable to sponsorship or take over sponsorship of employment visa at our institution. 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. 

Work Shift (Hours / Days of work)

Day Shift

Mondays and Thursdays; 9:30 AM to 6:00 PM

Tuesdays, Wednesdays, and Fridays; 8:00 AM to 4:30 PM

Some Saturdays and evenings.

Telework (Yes/No)

Telework opportunities may be