Customer Service Associate / Student Billing

 LAKESHORE'S MISSION:
Transform individuals to strengthen our communities through innovative and accessible learning.

Full-time Benefits Include:
Competitive health, dental, vision insurance
Up to $3,000 in tuition reimbursement annually | Professional development and growth opportunities
6.9% Wisconsin Retirement System (WRS) savings - matched dollar for dollar | 403(b) and 457 retirement savings options
College paid life and disability insurance | Health and dependent care Flex Spending Accounts 
Onsite fitness center and walking path | Up to 8 weeks paid New Child Leave
Onsite wellness screenings

Lakeshore also offers generous paid time off starting with 10 days of vacation, 15 days of sick/personal leave,
10 holidays, and a one-week winter break.

Additional Perks:
Local discounts on food, entertainment, and events | Discounts on cell phone plans and rental cars
Common Read events | Culinary experiences from onsite emerging chefs | Identity theft protection
“Dress for your day” | Employee recognition and appreciation events
Campus closed Fridays during summer

Benefits begin the first of the month coinciding with or following hire.
For additional information on our vast array of benefits, read through our benefits guide. 

SHIFT:  Day/evening/weekend hours | Flexible based upon the needs of the College

LOCATION:  Lakeshore Technical College – Cleveland, Wisconsin

POSITION SUMMARY: The Customer Service Associate possesses a breadth of knowledge that provides the foundation to satisfy the majority of Lakeshore students’ needs in the areas of admissions, financial aid, registration, records, student accounting/billing, program counseling, and other duties that fall under Student Services functions, either in-person or over the phone. The associate is sensitive to cultural diversity and can communicate and interact effectively with people of all ages and from diverse backgrounds. Represent one-stop concept for prospective and current students, Lakeshore staff, and the public. Provide an exceptional customer service experience to both internal and external customers throughout every interaction. This position will also assist with Student Billing.

REASONABLE ACCOMMODATIONS/ADA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS (Other duties may be assigned):

(45%) Customer Contact/Student-Centered Operations

• Provide superior customer service to enrolled, prospective, and internal customers using a combination of technical and social skills, to include confidentiality, empathy, and the ability to fully engage and satisfy the customer.
• Access database system and work cooperatively in each functional area and refer students as needed.
• Serve as the frontline contact to respond to students and connect them with information, resources, and specialized assistance.
• Using a pleasant, polite, and courteous tone, answer the phone in an expedient manner.
• Route direct calls to the appropriate destinations.
• Troubleshoot and assist students with online registrations.

(25%) Enrollment/Records

• Process applications for admissions.
• Register students, assist/troubleshoot throughout all the stages of the registration process (traditional and online) including communicating with divisions and departments as needed.
• Stay current with class/seminar changes and with program changes.
• Collect accurate and complete information on course add/drop/swap forms.
• Process payments for students, department receipts, and corporate accounts.
• Accurately maintain personal daily cash drawer.
• Assist students with setting up payment plans.
• Remove service indicators for fee/tuition when a student pays in full (contact/call students prior to dropping them for nonpayment).
• Schedule and check-in appointments for Student Success team members.
• Other student billing functions which include responding to student billing questions, payment options, payment plans, student balances, anticipated aid, previous payments, credits, and past due status.

(20%) Student Financials

• Process third party contracts, invoices, and employer reimbursement.
• Scanning of documents to ImageNow for student and third party paid invoices.
• Uncashed checks primary contact.
• Primary contact to run the Zero Balance Hold report and take necessary steps to remove the indicator, if applicable.
• Responsible for printing and mailing of State collection letters and updating payment spreadsheet.
• Review and follow-up on third party billing past due invoices.

(10%) Other

• Manage student ID and student badge process.
• Coordinate locker checkout for student use and membership for fitness center.
• Maintain college-wide faxing system and routing of materials to appropriate departments.
• Log customer complaints as needed.
• Process enrollment and Student Services paperwork as assigned.
• Assist in maintenance and upkeep of FAQ’s (Frequently Asked Questions) log.
• Attend ongoing training activities.
• Assist in mailing preparations and filing and participate in on-campus recruitment/student activities.

SUPERVISORY RESPONSIBILITIES:  None

EDUCATION AND EXPERIENCE

• Associate degree or two-year technical diploma or equivalent in a related discipline required.
• Two to three years of relevant occupational experience required.

CERTIFICATIONS, LICENSURE, REGISTRATION:

• None

TECHNOLOGY SKILLS:

• Proficient in the use of Microsoft Office Suite programs (Word, Excel, PowerPoint, Outlook, etc.).
• Ability to navigate through Windows; access college network system; understand database concepts; and download and manage various applications and files.
• Ability to quickly adapt to new technology and be able to support any software or hardware that is used by the College.

OTHER KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of WTCS and Lakeshore’s mission, vision, and strategic direction.
• Ability to master software such as: Microsoft Office (Word, PowerPoint, Excel).
• Maintain functional knowledge of administrative software system (PeopleSoft).
• Excellent command of the English language, both written and oral.
• Use discretion, maintain positivity, and confidentiality.
• Present and conduct self in a professional, ethical, and respectful manner at all times.
• Organizational, planning and time management skills; human relations skills; verbal and written communication skills; analytical skills and abilities; computer technology skills and abilities; team/meeting management; problem solving and decision-making skills; ability to plan and set goals and follow-through to completion; initiative, judgment, and ability to assume responsibility without direct supervision.
• Exemplify college values in all staff and student interactions, as well as services delivered.
• Ability to establish and maintain effective working relationships and relate successfully with staff, students, and people of diverse cultural, social, or educational background.
• Fluent, bilingual individual is beneficial.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee frequently is required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment may require multi-tasking.  
• The noise level in the work environment is usually moderate. 

This job description is designed to cover the basic functions of the job and is not considered a detailed description of every job duty that is required, other duties may be assigned as needed. Duties, responsibilities, and activities may change at any time with or without notice to ensure the successful delivery of organizational objectives. 

CONDITION(S) OF EMPLOYMENT:
•    Employment conditional on completion of a Background Information Disclosure (BID)  with the results acceptable to the College.
•    Valid State of Wisconsin driver’s license is required.   

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