Service Specialist
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Purpose of Position
To maintain a focus on student support by providing quality service to the students, faculty, administration, and general public who contact The Office of the Registrar via telephone, email or mail, or in person.
The position requires a thorough understanding and knowledge in the areas of university policies and general information, registration, academic records, and course information. In addition, this position requires an understanding of all other processes performed in the office in order to provide quality service.
Primary Responsibilities
The position requires a thorough understanding and knowledge in the areas of university policies and general information, registration, academic records, and course information. In addition, this position requires an understanding of all other processes performed in the office in order to provide quality service.
Customer Service:
- Serves as the primary point of contact for walk-in visitors to the front line service center.
- Assists students with registrar services such as ordering academic transcripts, enrollment verifications, address changes, demographic changes, registration, etc.
- Directs students to appropriate staff who handle other issues such as academic renewal, transfer credit evaluation, financial assistance, residency, veterans’ benefits etc.
- Monitors student employees who serve walk-in customers and answer phone calls. Serves as back-up to the call center when student employees are not available.
- Responds to inquiries from parents, faculty, staff, administrators and external agencies concerning university policies and procedures.
- Troubleshoots and resolves problems with registration.
- Issues include pre-requisite and co-requisites set in SAP, multiple section registrations, registration windows, advising holds etc.
- Serves as a resource for other campus units regarding students’ records including inquiries about their admission, transfer evaluation, catalog applicability and graduation requirements.
Data Maintenance:
- Data entry and processing requiring thorough understanding of multiple screens in SAP and their impact across the office and the computer system.
- Includes posting changes affecting the GPA and the academic record, processing changes of program, auditing academic records, monitoring reports and updating/correcting records as needed.
- Maintains thorough knowledge of current and historical University policies and procedures, applying appropriately and verifying that all change requests comply.
- Researches and answers questions regarding academic records to internal and external individuals and agencies.
- High school diploma/GED and 2 years of related experience required
- Excellent computer skills including but not limited to Microsoft Office Suites and SAP.
- Great interpersonal communication skills
- Excellent use of English grammar and basic math skills.
- Requires a high degree of organizational ability, attention to detail and ability to proof own and others’ work.
- The ability to analyze processes in order to improve efficiency.
Minimum Education
- High School Diploma
Preferred Education
- Some College
Minimum Experience
- 2 years
