The Buckeye Link team helps students and families take care of the business of being a Buckeye. We pride ourselves in providing exceptional and integrated service in support of financial aid, billing, admissions and student records.
Buckeye Link Counselors 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 Counselors to proficiently navigate multiple systems while also applying knowledge acquired through training, and leveraging available resources in order to translate relatively complex information into easily digestible and consumable information for students and families.
This position is a rewarding opportunity to assist students in matters essential to their academic success by helping them with the business of being a college student, from application through graduation.
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 Buckeye Link Counselor spends most of the day working independently while trouble-shooting 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 upset when contacting Buckeye Link, so it is imperative Counselors demonstrate empathy and resiliency in all interactions.
This position functions with a moderate to high degree of resourcefulness and independence and makes decisions according to established policies and procedures.
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 the start of each semester. As one of the university's largest student-facing offices, the reliability of our employees is imperative to support student success.
Specifically, this position will be responsible for:
1.Providing excellent service to students and families via phone, email and in person interactions by holistically counseling students with a goal of first contact resolution. 2.Communicating professionally with a diverse audience. 3.Advocating and removing barriers to student success within a large, complex university setting. 4.Demonstrating university values in all interactions. https://president.osu.edu/2020-vision/
The selected candidate will spend two months completing our intensive training program. Various training methods will provide in-depth knowledge of university, state, and federal rules and regulations in order to prepare Counselors for serving students and families. Beyond the initial training program, staff are provided with ongoing training and professional development opportunities.
Additional Information for Applicants::
In addition to completing the online application, a resume and cover letter are required as part of the application process. In order to hold this position, the incumbent must complete a background and credit check and be in good standing with all student loans.
The Ohio State University is committed to building a diverse faculty and staff for employment and promotion to ensure the highest quality workforce, to reflect human diversity, and to improve opportunities for minorities and women. The university embraces human diversity and is committed to equal employment opportunity, affirmative action and eliminating discrimination. This commitment is both a moral imperative consistent with an intellectual community that celebrates individual differences and diversity, as well as a matter of law.
Discrimination against any individual based upon protected status, which is defined as age, ancestry, color, disability, gender identity or expression, genetic information, military status, national origin, race, religion, sex, sexual orientation or veteran status, is prohibited.
85% : Provides direct, front-line service to students, families and internal staff mainly via phone and email, in addition to walk-ins; serves as the primary point of contact; provides in-depth analysis and guidance; functions with a moderate level of autonomy; advises and directs students, families and internal staff using a considerable scope of knowledge and interactions frequently involve a high-level of problem resolution and negotiation; uses a wide range of analysis and solution strategies; focuses on first contact resolution; assesses and responds to the needs of students and families; applies cross-functional interpretation and guidance of university, state and federal rules and regulations; develops and consistently maintains current knowledge base of university, state and federal rules and regulations across the functions of financial aid, billing, admissions and student records and other functions supporting the student’s academic pursuits; 10% : Collaborates with stakeholders to identify and implement strategies to meet customer needs and identifies opportunities for continuous improvement; provides project support; 5% : May assist with liaison activities for colleges, undergraduate departments and other offices; may be assigned special projects; participate in outreach events as needed; attends meetings to develop improved communications and procedures with targeted groups; performs other duties as assigned.
There are seven positions available with this posting.
Bachelor’s Degree or equivalent combination of education/experience; minimum of two years of experience in customer service 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.
Desired candidate would have three to five years of experience in customer service and/or a call center environment; demonstrated experience resolving complex issues; comfortable having difficult conversations; demonstrated maturity and resilience during periods of stress.
Target Salary: $16.35 - $17.31 Hourly
Job Category: Administrative and Professional
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.