Position Details

Req ID:

req17908

Position Title:

Customer Service Coordinator

Position Type:

Staff Full-Time

Position Number:

AS7145

OSU Campus:

Stillwater

Department:

Undergraduate Admissions

Location Address:

219 Student Union
Stillwater, Oklahoma, 74078
United States

Hiring Supervisor:

Libby Reigh

Hiring Range
(Contingent upon available funding):

40,000.00 - 56,000.00, Salary

Work Schedule:

8:00 AM to 5:00 PM Some nights and weekends

Faculty Appt Period:

Job Summary:

This position is responsible for creating and maintaining exceptional customer service for prospective students and their families in the Office of Undergraduate Admissions. The successful candidate will be a knowledgeable and friendly individual with proven people skills and the ability to create an unforgettable, positive experience for our guests.
Responsibilities include:
Lead a team of customer service specialists and students to connect with guests by asking open-ended questions and proactively offering solutions to meet their needs.
Hire, onboard, manage, train and model exceptional service standards to all members of the customer service team.
Develop and maintain a customer service team schedule with adequate office coverage.
Maintain a positive, professional warm and welcoming atmosphere at all times in the front office.
Take a proactive role in maintaining OSU brand standards through interactions with guests, visual appearances throughout the office and exceptional housekeeping standards in the front office space.
Coordinate with all teams in the department to stay informed about the innerworkings of the Office of Undergraduate Admissions and general information about OSU.
Establish measurable service goals for the department.
Evaluate phone, email and chat conversations and provide feedback and training as needed.
Monitor daily customer service team output and promote its successes.
Develop and execute ongoing customer service initiatives, training and engagement for customer service team designed to meet the university’s enrollment goals.
Plan and implement strategies to market the University to prospective students and families.
Respond to and manage high-level customer service inquiries as assigned by division and departmental leadership.
Maintain confidentiality and sensitivity in handling student information.
Serve as a trustworthy liaison between the Office of Undergraduate Admissions, campus partners and the general public.
This position requires the ability to display exceptional customer service and guest relations standards, the desire and ability to work and participate in a team environment, and the skills necessary to effectively lead staff and students. The successful candidate must possess a broad knowledge of enrollment management and admissions best practices, industry trends and higher education.
M-F, 8:00 a.m.-5:00 p.m.; will be required to work some nights and weekends, as necessary to support recruitment efforts. This position will require the ability to lift 45.

Special Instructions to Applicants

Education & Experience

Position Qualifications:

Required Qualifications:

Bachelor's degree

Two years of relevant experience, in a higher education setting or related field, including customer service and internal client management, with supervisory or leadership experience.

Builds trust, values others, communicates effectively, drives execution, fosters innovation, focuses on the guest, collaborates with others, solves problems creatively and demonstrates high integrity. Anticipate service needs and proactively provide solutions. Work effectively within a team environment while also leading customer service staff and accomplishing relevant projects and duties.
Exceptional written and verbal communication and technical skills are necessary.

Preferred Qualifications:

Master's degree

Four years of related experience with an extensive background as a leader and innovator in customer service including supervision of customer service staff.

Completion of OSU Ambassador Program or comparable program.

Microsoft Excel and Office tools

Knowledge and experience with OSU processes, systems, and services

Oklahoma State University (OSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, OSU conducts pre-employment background checks on final candidates. Offers of employment are contingent upon the successful completion of a background check. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

Oklahoma State University, as an equal opportunity employer, complies with all applicable federal and state laws regarding non-discrimination and affirmative action. Oklahoma State University is committed to a policy of equal opportunity for all individuals and does not discriminate based on race, religion, age, sex, color, national origin, marital status, sexual orientation, gender identity/expression, disability, or veteran status with regard to employment, educational programs and activities, and/or admissions. For more information, visit eeo.okstate.edu.