Title: Service Specialist
Department: Registrar's Office
Division: Academic
Supervisor: Registrar
Status: Full Time (39 hours/week)
Pay Rate: $12.50/hour

Purpose of the Job

The Service Specialist is the primary customer service representative for the Registrar's Office regarding the general inbox, phone calls, and walk-ins. This role assists students, staff, faculty, and the public as necessary. This role also ensures timely and friendly communication on behalf of the Registrar's Office. Further, the role provides hospitality to students, staff, faculty, and the general public to ensure a positive experience.

Essential Functions and Responsibilities

• Answer incoming phone calls, voice messages, and email inquiries, and any questions related to registration, degree audits, transcript requests, auditing, withdrawing from a course (or enrollment), loan deferment, graduation, faculty advisors, etc.
• Assist students, staff, and faculty who come into the office
• Assist the Registrar Office Staff by scheduling appointments, returning calls, booking meeting rooms, etc.
• Funnel emails, phone calls, and appointments to the appropriate office personnel when needed
• Complete various tasks such as adding/dropping students to/from courses, changing or inputting grades for faculty, inputting inter-office transcript requests, assisting students with degree program changes, updating academic plan sheets, etc.
• Open and distribute all incoming mail
• Mail miscellaneous items such as class schedules, final transcripts, etc., as needed
• Submit Communications work orders for the office
• Assist with graduation rehearsal and commencement each semester
• Assist the Registrar Office Staff in any additional matters as needed
• Mass email distribution as needed

Other Duties and Responsibilities

• Contact students in class when emergencies arise
• Keep student files up to date

Supervisory Responsibilities

• None

Knowledge and Skills

• Excellent interpersonal skills
• Proficiency in Microsoft Office Applications (Word, Excel, etc.)
• Ability to learn student information management systems (PowerCampus)
• Ability to perform multiple tasks at the same time and switch tasks quickly
• Ability to prioritize tasks and organize an efficient system of completing tasks
• Ability to communicate with Dean, Vice Presidents, Administrative Staff, and Students on issues relevant to Registrar’s Office
• Ability to communicate with general public
• Ability to complete tasks in the context of regular interruptions
• College degree

Fiscal Responsibility

• None

Extent of Public Contact

• Communication with prospective students interested in visiting classes and auditing classes (both on campus and via phone and email contacts)
• Communication with prospective students interested in degree program requirements
• Contact with campus visitors (prospective students, chapel speakers, alumni, etc.)
• Communication with denominational representatives
• Communication with loan companies
• Communication with verification companies
• Contact with specific companies regarding diplomas, special printing/copy jobs, etc.
• Communication with Veterans Administration
• Communication with Vocational Rehabilitation Offices
• Occasional communications with outside organizations interested in acquiring student information

Physical Demands

• Normal fitness for general office duties

Working Conditions and Environment

• Ability to take classes outside of the required work hours for the position and with prior approval from the Registrar.
• Flexibility to work extra hours at high volume times of the year (orientation, graduation, etc.)