Customer Relations Representative

Posting Details

Working Title Customer Relations Representative

Position Number 00943A

Department UNIVERSITY OPERATIONS

Location Norfolk, VA

Type of Position Classified

Type of Job Full Time

EEO Category C Technicians

Job Description

This position serves as the Customer Relations Representative for the “one stop shop” providing services to the Office of Admissions, Office of Financial Aid, Office of Finance and the Office of the Registrar. This position will also be responsible for the delivery of front desk reception and telephone services, answering general inquires and requests for service, performing routine administrative services to include reviewing admission status, financial aid student records, class registration, student accounts, handling customer complaints and coordinating solutions, researching complex problems and making appropriate referrals, if necessary.

Type of Recruitment

Knowledge, skills and abilities

Knowledge of effective customer service techniques. Working knowledge of PC-related software to include Microsoft Office products. Working knowledge of information systems such as Banner, PeopleSoft or a similar program. Effective oral and written communication skills. Excellent keyboarding skills. Demonstrated ability to research, analyze and resolve simple and complex customer issues in an enrollment services environment. Demonstrated ability to work independently and as a team player.

Special licenses, registration or certification

None

Education or training

None

Level and type of experience

Considerable experience providing excellent customer service in a student-focused environment.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

Working knowledge of State and University policies and procedures for academic and financial programs and general disbursement procedures. Knowledge of specialized program areas and/or interpretive/educational methodology. Associate’s Degree or higher. Experience with Banner. Experience using Banner to access student records. Experience working in higher education. Experience working in Admissions, Registrar or Financial Aid offices. High School Diploma or equivalent.

Conditions of Employment

Given the nature of the positions in Student Enrollment, Engagement and Services that provide support to student services and/or student-centered programs, the employee occupying this position may be required to work during university closing. There may be occasions where the employee will be asked to work during university closings as directed by his or her supervisor. These instances may include working a remote location (i.e. telework).

Aside from special circumstances the candidate will be working 5 days a week on-campus.

Annual Salary/Hourly Rate Salary non-negotiable $ – 32,842

Posting Detail Information

Job Requisition Number S02755

Job Open To General Public

Open Date 09/30/2024

Close Date 10/11/2024

Open Until Filled No

Special Instructions Summary

Please submit a resume and cover letter.

Criminal Background Check The final candidate is required to complete a criminal history check.

College Home Page https://www.odu.edu

Department Home Page

Equity Statement

It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.

Reasonable Accommodation Request

If you are an individual with a disability and require reasonable accommodation, please contact the Office of Institutional Equity & Diversity at (757) 683-3141.

Alternative Hiring Process

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services ( DARS ), or the Department for the Blind & Vision Impaired ( DBVI ). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.

To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.

Pay Transparency Nondiscrimination Provision

The contractor 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with contractor’s legal duty to furnish information.

Supplemental Questions

Required fields are indicated with an asterisk ().

How would you describe your Customer Service philosophy?

(Open Ended Question)

Applicant Documents

Required Documents

Resume

Cover Letter/Letter of Application

Optional Documents

Yellow Layoff Form

Blue Layoff Card

AHP Letter