Customer Service Coordinator

SUMMARY

This position is responsible for the overall coordination of service to our students (our customers) in obtaining financial assistance for education at South Plains College.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Coordinate customer service in the financial aid department by training and supervising financial aid advisors to interact with current SPC students, parents and prospective SPC students to accurately and effectively guide them through the financial aid process.

Duties include:

  • Ensure financial aid staff is knowledgeable of the 3 systems used to collect and request information:Train staff in telephone etiquette and monitor their effectiveness and thoroughness. Provide guidance for changes as needed;

    •  Global
    •  Poise
    •  Filebound
  • Monitor timeliness of responses to student phone calls and emails and make corrections as needed;
  • Supervise the implementation and process of communicating with students using the most effective media (text messaging, Facebook, newspaper, etc.);

  • Monitor and update SPC web as needed to most effectively reach students;

  • Create, coordinate and assign financial aid presentations for new student Orientation and other similar events;

  • Identify areas of customer service weakness and create effective ways to improve.

  • The Financial Aid Manager may assign other duties as the need arises.

SUPERVISORY RESPONSIBLITIES

This position will be required to train and manage the activity of Financial Aid Advisors. This includes holding advisors accountable to the work given to them.

QUALIFICATIONS

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 individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE

A Bachelor’s degree and/or five years of experience in higher education is preferred. College level office technology education and/or experience, and strong English/communications background preferred.

COMPUTER SKILLS

Personal computer skills including knowledge of current Microsoft Windows Operating Systems and Microsoft Office Suites. Must have the ability to learn new software as needed. Word processing and database management skills a necessity.

LANGUAGE SKILLS

Ability to read and comprehend policies and procedures pertaining to personnel, technical procedures, and governmental regulations. Ability to effectively present information and respond to questions from faculty, students and general public. Ability to write routine job-related correspondence. Ability to speak Spanish is a plus.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts consistent with budget preparation. Ability to read and comprehend policies and procedures directives and correspondence pertaining to financial aid programs. Ability to effectively present information in one-to-one and small groups situations. Ability to write routine job-related correspondence as well as prepare reports on the operations of the office.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.


 

 


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