Customer Service Counselor, Part-Time

Kennesaw State University is one of the 50 largest public institutions in the country, offering more than 190 undergraduate, graduate, and doctoral degrees to over 50,000 students. With campuses in Kennesaw and Marietta, Georgia, we foster academic excellence, innovative research, and strong community partnerships.

About the role

Assists students, prospective students, and parents regarding financial aid related processes throughout students' college experience. Collaborates with Division staff and other campus partners to provide timely and exemplary customer service.

Responsibilities

• Monitors the department's phones and e-mail systems
• Provides timely and accurate responses to students, prospective students, parents and/or guardians regarding financial aid
• Documents communication, interactions, and information according to established guidelines
• Escalates inquiries to appropriate personnel, per guidelines
• Maintains compliance with institutional, USG, state, and federal regulations

Requirements

• High School diploma or equivalent
• Previous experience in a customer service role
• Must be able to work in a fast-paced work environment, demonstrated ability to manage time and proven ability to achieve set goals
• High level of empathy and ability to deal with difficult and confidential situations
• Able to handle multiple tasks or projects at one time meeting assigned deadlines
• Working knowledge of and abides by the regulations of the Family Education Rights and Privacy Act (FERPA) and Higher Education Act of 1965

Qualifications

• Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
• Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, BANNER, OnBase, DegreeWorks, Salesforce / TargetX / CRM programs)
• Strong attention to detail and follow up skills
• Strong customer service skills and phone and e-mail etiquette

Preferred Qualifications

• Bilingual
• An undergraduate or advanced degree from an accredited institution of higher education
• Prior experience in services at an accredited institution of higher education

Primary work locations: Kennesaw campus (1000 Chastain Road NW, Kennesaw, GA 30144) and Marietta campus (1100 South Marietta Parkway, Marietta, GA 30060).