Posting Detail Information Working TitleCustomer Service Specialist Position LocationFort Collins, CO Work LocationPosition qualifies for hybrid/in-office work Research Professional PositionNo Posting Number202402232AP Position TypeAdmin Professional/ Research Professional Classification TitleProf/Indiv Contrib I Number of Vacancies1 Work Hours/Week40 Proposed Annual Salary Range$50,000 - 53,000 Employee Benefits Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, commitment todiversity, equity and inclusion (https://inclusiveexcellence.colostate.edu/about/) , and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. + Review our detailed benefits information here. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-afap.pdf) + Explore the additional perks of working at CSU here. + For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) . + Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) ! Desired Start Date03/03/2025 Position End Date (if temporary) To ensure full consideration, applications must be received by 11:59pm (MT) on01/20/2025 Description of Work Unit About Colorado State University As one of our nation’s top public institutions of higher learning and Colorado’s land-grant institution, Colorado State University is committed to making things happen – from the classroom and the laboratory to communities across the world. Colorado State University aims to continue its growth as a top-tier destination for talented students, while also passionately pursuing its mission and heritage as the land-grant institution for the state of Colorado. Our campus is the heart of Fort Collins, at the base of the Rocky Mountains, and only an hour from the Denver metropolitan area. The wide-open spaces, 300 days of sunshine each year and majestic backdrop make Fort Collins, a city with a population of about 150,000, an attractive place to work, live, and learn. Fort Collins and Colorado State University regularly top the “best of” categories for livability and employee support. More information for prospective employees can be found here:https://hr.colostate.edu/prospective-employees/. About the Office of Admissions The Office of Admissions, located in the Division of Enrollment and Access, is tasked with enrolling an incoming student body consistent with the mission and vision of access, research, teaching, service and engagement at Colorado State University. Admissions is responsible for coordinating enrollment efforts across the university related to inclusive recruitment and counseling, marketing, application, strategy, and technical support functions for most prospective students. With over 50 full-time staff and an additional 60 student employees, duties range from marketing and communication, prospective student events, application processing and decisions, enrollment strategy, recruitment and outreach, customer service, systems support and data analytics. Through innovative and strategic approaches, Admissions strives to balance its growth in attracting an increasingly diverse and well-prepared student body while remaining true to its land-grant mission and heritage. We employ a holistic, comprehensive review process to select new undergraduates, not only in light of their preparation, but their potential to successfully contribute to the campus and world community. About the Customer Service Unit The Customer Service Team consists of the Assistant Director of Customer Service and three Customer Service Specialists. This unit works closely with all areas of the office and with campus partners in order to provide the most current enrollment information to prospective students and families via phone, email, and chat. The unit is housed within the Operations area of Admissions, which includes: Customer Service, Application Processing, IT Systems, Welcome Center Operations, and Financial & Human Resources. Position Summary Position Summary Reporting to the Assistant Director of Customer Service, this position is part of a vibrant team that manages approximately 20,000 phone calls, 15,000 emails, and 30,000 on-campus guests each year. Success in this role entails a passion for helping students and families access higher education, strong communication skills, solid organizational ability, and attention to quality and detail. The primary responsibilities of this position entail high levels of daily customer contact by phone and email and, less frequently, by chat, text and in person. This position guides students and families through key action steps and decision points in the enrollment process, serving as an important resource regarding Admissions processes and policies and general University information. This position requires problem-solving, making appropriate referrals and advocating for students. This position fosters collaborative relationships within the office and with colleagues and stakeholders throughout campus. This position requires ongoing use of CRM tools and service tracking, provides specific types of tech support and completes a limited amount of ongoing and cyclical data management and document processing that necessitate accuracy, efficiency and comfort with information systems. This position is a member of the application reading team and occasionally represents Admissions/ CSU at recruiting and outreach events on and off campus. Required Job Qualifications + Bachelor’s Degree in the liberal arts, sciences, engineering, business, arts, agricultural sciences, or a related field + Two years of customer service experience in an administrative setting such as a service/help desk, call center, health care, retail or related area (work completed as a college student will be considered) + Strong written and oral communication skills + Ability to work irregular hours, including occasional evenings and weekends Preferred Job Qualifications + Ability to speak, read, and write fluently in Spanish + Professional admissions, financial aid, or college counseling experience + Professional experience interpreting policies, explaining complex processes and/or guiding users in a system + Personal and/or professional interest in social justice or diversity, equity and inclusion as demonstrated by participation in relevant trainings, persistent effort or active planning + Strong interpersonal skills with demonstrated ability to work collaboratively and independently + Demonstrated ability to multi-task within a fast-paced work environment, to maintain high quality output, to consistently meet deadlines and to successfully navigate changing priorities + Solid technical competency as evidenced by experience with customer relationship management ( CRM ) and/or student information systems (especially Slate), proficiency with foundational Microsoft and Google tools, and ability to learn new business systems. Diversity Statement Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion. Essential Duties Job Duty CategoryCustomer Service and Counseling Duty/Responsibility + Provide prompt, courteous and accurate information appropriate to the venue (phone, email, in person, chat, and text). + Guide students and families through key action steps and decision points in the enrollment process, such as understanding admission requirements, navigating key campus deadlines and processes, explaining admission and university policies, checking application status, providing forgotten password and login support, troubleshooting, and answering general questions. + Identify obstacles, apply/interpret policies, recommend options for resolution, and make referrals to appropriate resources. Research, analysis and critical thinking are often necessary. + Adapt communications to wide and varied audiences, including a diverse pool of degree-seeking domestic and international freshmen, transfers, returners, second bachelor’s, graduate, non-degree, certificate and special enrollment populations. + Consult, collaborate and communicate effectively with campus representatives, counselors/advisors, faculty, and school/community members who are supporting students through the admissions process. + Practice secure data management and follow FERPA and data access guidelines. + Provide back-up and occasional “front of house” support in the Admissions Welcome Center including greeting and checking in guests, ensuring a positive visitor experience, answering questions, offering resources and conducting walk-in admissions counseling. Percentage Of Time65% Job Duty CategorySystem Navigation and Data Management Duty/Responsibility + Reference and utilize multiple systems including Slate, Banner, AriesWeb, AppXtender/ BDM , Common App, call center and chat products. + Perform system-based tasks, which may be cyclical or continuous in nature. Tasks include (and are not limited to) recording engagements in the CRM , updating and adding credentials to student records, and completing data audits. Accuracy and efficiency are essential. + Assist processing staff with tasks that improve service for prospective students. + Understand how systems interact, recognize when tech support is needed and appropriately escalate questions and concerns. Percentage Of Time20% Job Duty CategoryDecisions, Outreach and Recruitment Duty/Responsibility + Serve as a member of the Admissions application review committee and make decision recommendations on domestic undergraduate applications based on evaluation of student credentials utilizing established parameters and rubrics. + Perform cyclical territory management tasks such as outreach to students and school officials to support application completion. Generally, this is limited to specialized populations. + Represent CSU professionally at outreach and recruitment events on and off-campus; may include occasional public speaking/presentations. Percentage Of Time10% Job Duty CategoryOther Responsibilities Duty/Responsibility + Support the Principles of Community and participate in at least two professional development activities related to inclusive excellence ( DEIJ ) each year. + Participate in office and division meetings, retreats, and professional development. + Represent Admissions at various University meetings and on committees. + Other duties as assigned Percentage Of Time5% Application Details Special Instructions to Applicants Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and the names, email addresses, and telephone numbers of three professional references. References will not be contacted without prior notification to candidates. CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Conditions of EmploymentPre-employment Criminal Background Check (required for new hires), Valid Driver’s License, Shift Work - some nights and weekends required Search ContactSusan Lucero, susan.lucero@colostate.edu EEO Statement Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. TheOffice of Equal Opportunity (https://oeo.colostate.edu/) is located in 101 Student Services. The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715,titleix@colostate.edu. The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836,oeo@colostate.edu. The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836,oeo@colostate.edu. Any person may report sex discrimination under Title IX to theOffice of Civil Rights, Department of Education (https://www2.ed.gov/about/offices/list/ocr/docs/howto.html) . Background Check Policy Statement Colorado State University 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, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so. References Requested References Requested Minimum Requested3 Maximum Requested3 Supplemental Questions Required fields are indicated with an asterisk (*). + * Do you have a bachelor’s degree in the liberal arts, sciences, engineering, business, arts, agricultural sciences, or a related field? + yes + no + * Do you have two years of customer service experience in an administrative setting such as a service/help desk, call center, health care, retail or related area (work completed as a college student will be considered)? + yes + no Applicant Documents Required Documents + Cover Letter + Resume Optional Documents