Office Specialist 2: Customer Service Representative

Oregon State University, United States

Updated: 3 months ago
Location: Corvallis, OREGON
Deadline: 13 Mar 2024

Position Details
Position Information


Department Admissions (XEM)
Classification Title Office Specialist 2
Job Title Office Specialist 2: Customer Service Representative
Appointment Type Classified Staff
Job Location Corvallis
Benefits Eligible Full-Time, benefits eligible
Remote or Hybrid option?
Employment Category Regular
Job Summary
This recruitment will be used to fill one full-time Office Specialist 2: Customer Service Representative position for the Office of Admissions at Oregon State University (OSU).
The Office Specialist 2 works in a team with the purpose of providing exceptional customer service to all those who call, email, or visit the Office of Admissions. This position is also responsible for the timely and accurate handling of documents that come electronically or by mail to the office.
The primary purpose of this position is to provide applicants, students, and other visitors with quality customer service via emails, phone calls, and in person. This position uploads and indexes application documents into a document imaging system. The position is responsible for loading recruit and test data, collecting, and distributing mail. The position will also process non-degree and professional program applications, application fee refunds, and Advanced Tuition Deposit checks.
Why OSU?
Working for Oregon State University is so much more than a job!
Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.
FACTS:
• Top 1.4% university in the world
• More research funding than all public universities in Oregon combined
• 1 of 3 land, sea, space and sun grant universities in the U.S.
• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties
• 7 cultural resource centers that offer education, celebration and belonging for everyone
• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates
• 35k+ students including more than 2.3k international students and 10k students of color
• 217k+ alumni worldwide
• For more interesting facts about OSU visit: https://oregonstate.edu/about
Locations:
Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.
Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.
Total Rewards Package:

Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:
• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.
• Free confidential mental health and emotional support services, and counseling resources.
• Retirement savings paid by the university.
• A generous paid leave package, including holidays, vacation and sick leave.
• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.
• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.
Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.
Key Responsibilities
55% – CUSTOMER SERVICE:
  • Responds to questions from prospective students, applicants, current students, and campus partners via email, phone, and in person interactions about admission requirements and general university information, such as housing, orientation, financial aid, and scholarships.
  • Explain processes, policies, regulations, and programs affiliated with the Office of Admissions, OSU, and federal/state laws. Specific knowledge regarding individual departments, FERPA, and Financial Aid and Scholarships is required.
  • Accurately access the Student Information System and supporting platforms for data retrieval, data assessment and data input while talking on the phone and entering information.
  • Sorts, routes, and responds to a high volume of email requests for information. Emails must be answered within one business day.


10% – MAIL:
  • Receives and routes mail to correct area. Includes carrying heavy mail bins, opening mail, date stamping, sorting, and delivering mail.

20% – DOCUMENT IMAGING:
  • Works a rotating schedule of scanning and indexing documents into document imaging system. Scanning includes preparing documents, putting documents into batches, and adjusting scanner for re-scanning documents.

5% – APPLICATIONS:
  • Process Non-Degree and professional program application.
  • Process admission change forms and application related forms.
  • Answers student’s questions regarding application and the application process.

5% – FEES:
  • Process application fees and deposits (checks). Responds to requests for refunds, inputs no-fee applications, processes fee deferral requests, prepares daily deposits, and deals with fraudulent credit and chargeback notifications.

5% – OTHER DUTIES AS ASSIGNED:
  • This may include recruit data entry, transcript processing, and entering of test scores.
What We Require

Two years of general clerical experience. One year of which included typing, word processing, or other experience generating documents; OR An Associate’s degree in Office Occupations or Office Technology; OR Graduation from a private school of business with a Certificate in Office Occupations or Office Technology and one year of general clerical experience. College courses in Office Occupations or Office Technology will substitute for the required experience on a year-for-year basis.
What You Will Need
  • One year of customer service experience, specifically in a high paced work environment where there are constant interruptions to the daily tasks/projects assigned.
  • Ability to sit/stand at a keyboard/computer/workstation for the majority of a workday.


This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.
What We Would Like You to Have
  • Experience in fee processing
  • Ability to type 50+ words per minute.
  • Experience with the Slate application system, Banner student information system, OnBase document imaging system, and with application processing
  • Ability to explain information regarding specific programs or services provided by the University and. Provide in-depth technical information regarding policies, procedures, and programs.
  • Experience answering a high volume of phone calls and emails.
  • Have strong communication skills, both verbal and written
  • Experience with a fast-paced, time sensitive environment
  • Ability to multi-task and stay focused.
  • Experience providing and receiving information in person, via phone, or electronically.
  • Competence in using Microsoft Windows, E-mail, word processing, and spreadsheets.
  • Ability to independently research, assess, and retrieve information from the internet.
  • A demonstrable commitment to promoting and enhancing diversity.
Working Conditions / Work Schedule
  • Applicant must be able to carry 50lb
  • Sitting/standing at a keyboard/computer/workstation for the majority of a workday
Pay Method Hourly
Pay Period 16th - 15th of the following month
Pay Date Last working day of the month
Min Salary $16.19
Max Salary $23.69
Link to Position Description
https://jobs.oregonstate.edu/position_descriptions/148386

Posting Detail Information


Posting Number P04703CT
Number of Vacancies 1
Anticipated Appointment Begin Date 04/08/2024
Anticipated Appointment End Date
Posting Date 03/06/2024
Full Consideration Date
Closing Date 03/13/2024
Indicate how you intend to recruit for this search Competitive / External - open to ALL qualified applicants
Special Instructions to Applicants
Applications will be reviewed based on the information submitted on the employment profile with education and work history along with any other requested documentation i.e. posting specific question responses, transcripts, etc. Your profile MUST clearly show how you meet the minimum/required qualifications for the position. Resumes are NOT accepted at the application stage for this position.
Equivalent required experience is based on full-time equivalent (40 hours per week).
PLEASE NOTE: If you have volunteer experience relevant to this position, please include in the Employment History section and note length of time, average number of hours per week and major duties.
Typically, the starting salary is at the lower end of the salary range.
For additional information please contact: Brandon Swindon at [email protected] or 541-737-9841.
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide range of lived experience including involvement with the justice system. This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our Background Checks website including the for candidates section for more details. If you have questions or concerns about the pre-employment check, please contact OSU’s Employee and Labor Relations team at [email protected] .

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