Service Specialist

Title: Service Specialist

Department:Registrar's Office

Division:Academic

Supervisor:Registrar

Status:Full Time (39 hours/week)

Pay Rate: $13.50/hour

Purpose of the Job

The Service Specialist is the primary customer service representative for the Registrar's Office regarding the general inbox, phone calls, and walk-ins. This role assists students, staff, faculty, and the public as necessary. This role also ensures timely and friendly communication on behalf of the Registrar's Office. Further, the role provides hospitality to students, staff, faculty, and the general public to ensure a positive experience.

Essential Functions and Responsibilities

• Respond to and resolve inquiries via phone, voicemail, and email.
• Assist students, staff, and faculty who come into the office.
• Manage email ticket system to meet offices response time requirements, assigning incoming inquiries and tasks to the appropriate office personnel as needed.
• Create and organize service-related email templates.
• Complete general administrative tasks related to maintaining accurate student records.
• Process incoming and outgoing mail.
• Collaborate with the Registrar to maintain accurate website information on the Registrars Office.
• Report on basic service analytics to Registrar.
• Process mass email and text distribution as needed.

Other Duties and Responsibilities

• Contact students to discuss issues with student records as needed.
• Assist the Registrar with maintaining and publishing academic forms.
• Assist with graduation rehearsal and commencement each semester.
• Assist the Registrars office in any additional matters as needed.
• Maintain accurate documentation on policies and procedures related to areas of responsibility.

Supervisory Responsibilities

• None

Fiscal Responsibility

• None

Extent of Public Contact

• Regular interoffice communication, primarily with administration, faculty, and staff
• Occasional communications with outside organizations interested in acquiring student information

Physical Demands

• Normal fitness for general office duties

Working Conditions and Environment

• Ability to take classes at the institution with prior scheduling approval by the Registrar
• Occasional mandatory overtime during high volume times of the year (orientation, graduation, etc.)

• This position is restricted to current SEBTS students and spouses of students
• Bachelors degree strongly preferred
• Excellent interpersonal skills
• Proficiency in Microsoft Office Applications (Word, Excel, etc.)
• Ability to learn student information management systems