Job Information
SUNY Oneonta Student Service Center Coordinator in Oneonta, New York
SUNY Oneonta is investing in a new Student Service Center to provide services and information related to students' registration, financial aid, student bills, academic advising and more in one central location. This new Student Service Center will remove barriers so students can more quickly and easily access the information and services they need to support a successful path to timely graduation. The Student Service Center will encompass the University's well established Call Center and expand its operations to in-person services through a concierge model. Planning for the Center will begin immediately, and a phased opening of the student service center will begin in late spring of 2024. The University is seeking a strong customer-service oriented individual to serve as the Student Service Center Coordinator. Reporting to the Student Service Center Manager, the Coordinator will be responsible for managing daily operations of the Call Center and expanding these duties to the future Student Service Center. The Coordinator will be responsible for all administrative matters of the current Call Center/future Student Service Center in the absence of the Manager. To learn more about the University please visit: https://suny.oneonta.edu/. Duties include but are not limited to: Managing Student Service Center staff, including hiring, training, scheduling, supervising, and evaluating.Implementing and conducting cross-functional staff training programs; providing guidance, answering questions, and giving feedback.Managing customer service escalations and handling overflow from front-line staff.Troubleshooting software/technology related issues and staying current with technology trends and best practices related to high volume customer service.Informing the Manager of daily operational issues and opportunities.Preparing monthly/annual reports and supporting the Manager through data collection and analysis of key performance indicators/metrics.Handling all administrative matters in the absence of the Student Service Center Manager.Salary: $53,151. Information on SUNY's comprehensive benefits offerings can be found at https://www.suny.edu/benefits/. Required Qualifications: Bachelor's degree.2+ years of experience in high volume customer service.Experience conducting staff training programs.Preferred: Experience working in higher education.Knowledge of general business practices related to the offices of the Registrar, Financial Aid, Student Accounts/Billing and Academic Advisement.Supervisory experience.Presentation experience.Experience working with and serving diverse populations.
Minimum Salary: 53,151 Maximum Salary: 53,151 Salary Unit: Yearly