Senior Customer Relations Representative #00659A
Posting Details
Working Title
Senior Customer Relations Representative
Position Number
00659A
Department
UNIVERSITY OPERATIONS
Location
Norfolk, VA
Type of Position
Classified
Type of Job
Full Time
EEO Category
C Technicians
Job Description
This position serves as the Senior/Lead Customer Relations Representative and the first point-of-contact for escalated complaints and problem resolution. This position will serve as second in charge in the absence of the Customer Relations Manager for the “one stop shop” providing services to the Office of Admissions, Office of Student Financial Aid, Office of Finance and the Office of the Registrar. This position will also be responsible for the delivery of front desk reception and telephone services, answering general inquires and requests for service, performing routine administrative services to include reviewing admission status, financial aid student records, class registration, student accounts, handling escalated customer complaints and coordinating solutions, researching complex problems and making appropriate referrals, if necessary.
Type of Recruitment
Knowledge, skills and abilities
Knowledge of effective customer service techniques. Working knowledge of PC-related software to include Microsoft Office products. Working knowledge of information systems such as Banner, PeopleSoft or a similar program. Effective oral and written communication skills. Excellent keyboarding skills. Demonstrated ability to lead and direct the work of others. Demonstrated ability to research, analyze and resolve simple and complex customer issues in an enrollment services environment. Demonstrated ability to work independently and as a team player.
Special licenses, registration or certification
None
Education or training
High school diploma or equivalent.
Level and type of experience
Considerable experience providing excellent customer service in a student-focused environment.
Preferred knowledge, skills, abilities, education, experience, licensure, certification
Working knowledge of State and University policies and procedures for academic and financial programs and general disbursement procedures. Knowledge of specialized program areas and/or interpretive/educational methodology. Associate's Degree or higher. Experience with Banner. Experience using Banner to access student records. Experience working in higher education. Experience working in Admissions, Registrar or Financial Aid offices.
Conditions of Employment
Given the nature of the positions in Student Engagement & Enrollment Services that provide support to student services and/or student-centered programs, the employee occupying this position may be required to work during a university closing as directed by his or her supervisor. These instances may include working from a remote location (i.e. telework, etc.).
This is not a remote or teleworking position.
Annual Salary/Hourly Rate
Salary non-negotiable $ - 35,000
Posting Detail Information
Job Requisition Number
S02280
Job Open To
General Public
Open Date
05/01/2023
Close Date
05/12/2023
Open Until Filled
No
Special Instructions Summary
None
Criminal Background Check
The final candidate is required to complete a criminal history check.
College Home Page
Department Home Page
Equity Statement
It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.
Reasonable Accommodation Request
If you are an individual with a disability and require reasonable accommodation, please contact the Office of Institutional Equity & Diversity at (757) 683-3141.
Alternative Hiring Process
In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.
To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS).
Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability.
If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800-552-5019.
Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or consistent with contractor's legal duty to furnish information.