Student Services Specialist

Posting Details

Position Information

Working Title Student Services Specialist
Classification Title Administrative Support Coordinator I
Job Summary

Under the general supervision of the Assistant Director, the Student Services Specialist provides comprehensive information, problem resolution and general services to students, their families, the University community and the visiting public. Duties include providing comprehensive information related to student services departments (Financial Aid, Registrar, Admissions, Student Financial Services, etc.), performing initial student intake, screenings, and active referrals. The Student Service Specialist utilizes extensive knowledge of University and department policies and procedures, to inform constituents, answer questions, investigate and resolve problems related to admissions, financial aid, student accounts, records, registration, graduation and the wide range of academic support, student engagement and community engagement services available to students on-campus.

The Student Services Specialist frequently helps students interpret and understand their “MySacState Student Center” and explains the actions they must take related to administrative activities required of students (e.g. academic records; financial aid documents, holds, and service indicators). This work requires careful evaluation of student inquiries and requires analysis and review of available options including active referrals to other student services professionals. The Student Services Specialist is expected to maintain the highest level of customer service including: accuracy, accountability, empathy, active listening, efficient problem solving, security and confidentiality with close attention to detail. All these activities must be provided in a manner that helps students to feel welcome, heard and informed of their options.

Working with the public occasionally requires Student Service Specialists to interact with individuals who may become hostile or who may conduct themselves in an inappropriate manner. Student Service Specialists are required to develop mastery in dealing with difficult people, processes for requesting assistance from Public Safety and/or the University Conduct Officer and the ability to determine when to involve or update university leadership.

FLSA Non-Exempt - This position is covered by health benefits, and is non-exempt, (eligible for overtime compensation) according to the Fair Labor Standards Act.
Classification Salary Range

2,846-4,619 monthly

Hiring Range $2,846-$2,931
Salary Grade/Range 1
Step N/A
Is this position Hourly or Intermittent? No
Regular or Temporary Temp
Full Time or Part Time Full Time
Pay Plan 12
Work Hours Monday-Friday, 8:00AM-5:00PM; Hours may vary based on department needs.
Department Information

The Student Service Center (SSC) provides a “one stop” location for student to obtain a services on behalf of our business partners including Financial Aid & Scholarship Office, Admission & Outreach, Bursar, and the Office of the University Registrar. The Student Service Center staff will take ownership of the issue and help the student until resolution is found. Taking a holistic approach to service, the trained staff are able to answer questions, troubleshoot issues and inform the student of what’s to come as they navigate the many administrative functions on campus.

For more information on the Student Service Center (One Stop), please visit:

http://www.csus.edu/student/assessment/images/pdf/2015-2016%20student%20service%20center.pdf

Minimum Qualifications

Entry to this classification requires a fully functional knowledge of and skill in standard office procedures and practices, as well as an ability to understand and operate in a variety of organizational structures. Additionally, incumbents are expected to have a thorough knowledge of English grammar, spelling, and punctuation and be able to clearly communicate orally and in writing. Some positions may require a knowledge of business mathematics beyond basic arithmetic. The ability to use and quickly learn new office support technology systems and software packages is also a prerequisite.

These entry qualifications would normally be obtained through a high school program, technical/vocational program, or their equivalents combined with several years of related office work experience.

Required Qualifications

Experience
1. Experience delivering exceptional and prompt customer service
2. Experience working as a customer service team member, in a fast-paced environment.

Knowledge, Skills, Abilities
3. Exceptional customer service skills
4. Effective communication skills (written and verbal)
5. Ability to maintain composure and professionalism
6. Ability to use discretion and judgment when assisting and advising students
7. Ability to utilize common administrative software systems (e.g. PeopleSoft), Document Imaging and Workflow Systems, and other related databases (e.g. NSLDS) to retrieve and review information when serving students or performing routing processing functions
8. Ability to develop and maintain solid knowledge of where information is stored, how to navigate and accurately interpret information and/or data.

Preferred Qualifications

9. Experience working in an institution of higher education providing general service to students
10. Thorough knowledge of university policies and procedures, including Admissions, Registration, Student Accounts and Financial Aid.
11. Ability to maintain a thorough knowledge of federal/state and CSU System regulations, office policies and university standards.
12. Knowledge of all types of financial aid awards; including Pell Grant, State University Grant, Student Loans, Cal Grants, and other federal and state financial aid programs.
13. Working knowledge of academic support (Academic Advising, PARC, SSI, etc.), student services (Veteran Success Center, Pride Center, EOP, etc.) and student engagement programs (Greek Life, Leadership Initiative, Community Engagement Center, etc.) available to students on-campus.

Physical Demands
Required Licenses/Certifications
Is Background Check Required Yes
Background Check Disclaimer

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with California State University, Sacramento. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current California State University, Sacramento employees who apply for the position.

Eligibility Verification

Candidate selected will be required to provide proof of eligibility to work in the U.S.

Hiring Preference Eligible on-campus applicants in California State University Employees Union (CSUEU) Bargaining Units 2, 5, 7, and 9 will be given first consideration in the recruitment.
Conflict of Interest

N/A

California Child Abuse and Neglect Reporting Act

The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in the California State University Executive Order 1083 as a condition of employment.

Equal Employment Opportunity

California State University, Sacramento is an Affirmative Action/Equal Opportunity Employer and has a strong institutional commitment to the principle of diversity in all areas. We consider qualified applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity/expression, sexual orientation, genetic information, medical condition, marital status, veteran status, or disability. Sacramento State hires only those individuals who are lawfully authorized to accept employment in the United States.

It is the policy of California State University, Sacramento to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need a disability related reasonable accommodation as part of the application and/or interviewing process, visit: http://www.csus.edu/hr/departments/equal-opportunity/index.html

The University is committed to creating an education and working environment free from discrimination, sexual harassment, sexual violence, domestic violence, dating violence, and stalking. For more information on mandatory training for new employees, visit: http://www.csus.edu/hr/departments/equal-opportunity/Information%20for%20Job%20Applicants.htm

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Fire Safety Right-To-know Act Notification. For additional information, visit: http://www.csus.edu/aba/police/

Posting Detail Information

Posting Number AS0014P
Number of Vacancies 1
Open Date 05/03/2017
Close Date 05/03/2018
Open Until Filled Yes
First Priority Review Date 05/17/2017
Special Instructions to Applicants

For questions regarding this search, contact:

Contact Name Employment Services
Contact Phone 916-278-6326
Contact Email

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Please select the highest level of education obtained.
    • GED
    • High School Diploma
    • Associates Degree
    • Bachelor's Degree
    • Master's Degree
    • Doctoral or Professional Degree
    • Some college
    • None of the above
  2. * How many years of customer service experience do you have?
    • More than 10 years
    • 5-9 years
    • 1-4
    • Less than one year
    • No experience
  3. * Do you have in-person customer service experience?
    • Yes
    • No
  4. * Do you have multi-line phone customer service experience?
    • Yes
    • No

Documents Needed To Apply

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
Optional Documents
  1. Letter of Recommendation