SSA Customer Service Representative

Posting Number Staff_0403234 Classification Title Staff Working Title SSA Customer Service Representative Datatel Position ID COUN5SSACSRP1A Annual Hours 2080 hours Placement Range $12.40 - $13.95 Position Type Regular Job Category Non-Exempt General Description

The SSA Customer Service Representative is responsible for providing registration services to OCCC students and staff within the Office of Academic Advising Registration Tunnel.

Reports To Assistant Director of Student Success Advising What position(s) reports to this position?

N/A

Minimum Education/Experience

High School Diploma/GED

Minimum (1) year work experience in an office environment.

Required Knowledge, Skills & Abilities

Strong ability to communicate in a positive manner, both orally and in written form, with a diverse group of people.

Prior customer service experience.

Ability to use a variety of technology tools; accurate keyboarding skills and knowledge of computer software to include word processing and spreadsheet software.

Ability to direct the flow of a large number of students and phone calls.

Demonstrated ability to complete tasks with attention to accuracy and detail.

Demonstrated ability to analyze, research and recommend solutions to problems.

Demonstrated ability to manage multiple priorities.

Physical Demands/Working Conditions

1.GENERAL PHYSICAL REQUIREMENTS:

Sedentary work: The person in this position may occasionally exert up to 10 pounds of force to grasp, lift, carry, push, pull or otherwise move objects.

2.PHYSICAL ACTIVITIES:

This position requires the person to frequently move about the Office of Academic Advising to assist students and perform the essential functions of the position.

This position requires the person to frequently communicate with and listen to students, administration, faculty, staff, and others to perform the essential functions of the position. Must be able to exchange accurate information in various situations.

This position frequently requires the person to operate a computer and other office equipment to perform the essential functions of the position.

This position requires the person to frequently operate equipment that involves repetitive motions of the wrists, hands, and/or fingers.

This position requires the person to frequently remain in a standing and stationary position.

This position requires the person to frequently position self to access materials that may be above head or at ground level.

3.VISUAL ACUITY:

This position requires the person to judge, observe and assess the accuracy, neatness, thoroughness of work assigned or to make general observations.

4.WORKING CONDITIONS:

This position performs the essential functions in an indoor office setting.

Preferred Qualifications

Associate degree or successful completion of 60 or more college credit hours.

Required Training Work Hours

General hours of operation:

Monday

• Thursday 8 a.m.

• 6 p.m.

Friday 8 a.m.

• 5 p.m.

Some evenings and Saturdays may be required each semester.

Department Office of Academic Advising Job Open Date 04/24/2024 Job Close Date Open Until Filled No HR Contact Special Instructions to Applicants

Job Duties

Job Duties (Position Specific)

(The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

Job Duties (Duties Assignment Statement)

Provide direct support to the Director of Student Success Advising Staff in the operation of academic advisement, registration, and new student orientation.

Screen situations and provide input and/or resolutions when appropriate, while maintaining strict confidentiality of discussions, meetings and personnel information.

Answer the main advising line x7535 and the appointment line x7849 and field incoming phone calls to the appropriate extension.

Assist with all incoming email correspondence on the three general SSA email accounts.

Create student appointments as requested via telephone and email.

Manage and facilitate front desk check-in. Greet all students as they arrive and make sure they get to the appropriate place. Assist in the Registration Tunnel as needed.

Assist all Student Workers with issues that come up. Identify areas where additional training may be needed.

Assist with records management. Electronically update student information (name changes, address changes, etc.), readmission status, and educational intent when applicable. Scan documents for preservation.

Monitor student registrations to insure compliance with all course placement requirements including pre-requisites, co-requisites, assessment scores, and high school curricular requirements. Verify compliance, when necessary, by accessing hard copy or imaged documents/transfer transcripts.

Monitor student enrollments to insure compliance with institutional requirements including special permission approvals, credit hour overload, HOLD status (re: academic standing/retention, restricted admission eligibility, finance debt, financial aid), three-time course repeat, etc. Take necessary action or make appropriate referrals.

Collaborate with Advisors and staff to assist students in addressing issues hindering the student's completed registration.

In keeping with institutional policy and applicable timelines, process enrollment adds/ drops, schedule adjustments, late registrations and total withdrawals. Explain to student any restrictions, grades, and/or refund policies associated with these actions.

Job Duties (Safety / Policy & Procedures)

Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures

Contribute to a safe educational & working environment.

Adhere to established safety and health procedures and practices for the purpose of providing injury and illness prevention for self and others.

Complete quarterly health and safety training pursuant to OCCC's established safety and health procedures and practices.

Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur.