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Admissions Specialist
The Ohio State University
| A Buckeye Link Admissions Specialist helps students and families throughout the process of applying and enrolling at The Ohio State University. Admissions Specialists spend a significant amount of their time on the phone interpreting questions from students and families in order to assess their individual needs and provide appropriate solutions and/or recommendations applicable to their unique situations. Interactions require Specialists to proficiently navigate multiple systems while also applying knowledge acquired through training and leveraging available resources to translate relatively complex data into easily digestible and consumable information for students and families. Position Environment Buckeye Link is a highly scheduled fast-paced and continuously changing student-centered environment. The majority of students and families call Buckeye Link for assistance so the Admissions Specialist spends most of the day working independently while troubleshooting and resolving issues over the phone. Inquiries are generally unique in nature which requires account research and possibly additional follow up with students and families. Oftentimes students and families are confused and/or frustrated when contacting Buckeye Link so it is imperative Specialists demonstrate empathy and resiliency in all interactions. This position functions with a moderate to high degree of resourcefulness and independence. Providing excellent service is of the utmost importance so quality and productivity metrics are reviewed regularly to ensure we are meeting the needs of our students and families. We pride ourselves in being an open collaborative environment where teamwork and sharing ideas are viewed as vital to the success of the unit. This is a full-time hourly administrative professional position. Staff are required to work additional hours during peak times around admissions deadlines and decision releases. As one of the universitys largest student-facing offices, the reliability of our employees is imperative to support student success. Performance Objectives Specifically, this position will be responsible for: Providing excellent service to students and families mainly through the phone in addition to email and in-person interactions by holistically counseling students with a goal of first-contact resolution. Communicating professionally with a diverse audience. Advocating and removing barriers to student success within a large complex university setting. Demonstrating university and organizational values in all interactions. Required Education and Experience High School diploma or GED. One year of relevant experience in customer service as a student employee or professional staff member and/or call center environment. The ability to work with students, families, and staff from diverse backgrounds including different cultural and socioeconomic backgrounds. Sensitive to cultural diversity and ability to professionally communicate and interact effectively with people of all ages and identities. Comfortable navigating multiple systems including utilizing our Student Information Systems to answer inquiries and troubleshoot accounts. Bachelor's Degree or equivalent combination of education/experience. The desired candidates would have two to three years of experience in customer service and/or a call center environment, demonstrate experience resolving complex issues, be comfortable having difficult conversations, and demonstrate maturity and resilience during periods of stress. Experience with Salesforce is helpful. Job Profile: Undergraduate Admissions Coordinator Function: Academic Administration There are two, one-year TERM openings available with this posting. Please include a cover letter and updated resume with your application. The pay range for this job profile is $15.70 - $20.67 per hour. The offer for this position will fall within this range based on internal equity, the unit's available budget, and the candidate's qualifications.
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