Job Description

Description

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Customer Service Assistant (CS26-132)

Overview

To build on a strong foundation of achievement and contribute to the realization of its ambitious institutional goals, Southern Illinois University Edwardsville (SIUE) invites applications for the position of

Customer Service Assistant (CS26-132)

. As a premier metropolitan university, SIUE is committed to advancing social and economic mobility while shaping the workforce of the future. Grounded in a comprehensive, broad-based education and enriched by hands-on research opportunities, SIUE equips its students with the knowledge and skills needed to succeed in a global marketplace and positively impact their communities.

Why SIUE?

Employing more than 2,400 faculty and staff members, SIUE is one of the largest employers in the Metropolitan St. Louis area. A study by SIUE School of Business faculty shows the University has a $471 million annual economic impact on the region. Each year, the University's presence generates almost 9,000 additional jobs and more than $250 million in labor income for the area.

What You Will Do

Process requests for academic and internal transcripts from advisors, staff, and governmental investigators. Prepare correspondence related to transcript and enrollment certification processing. Oversee transcript production through Parchment, Inc., research and resolve ordering issues, and facilitate accurate student matching. Print transcripts and process FedEx requests placed through the Parchment ordering site, and serve as liaison between SIUE and Parchment, Inc. Prepare documents requested by subpoena for legal counsel and manage scanning, quality assurance, and linking of transcript and certification requests using Perceptive Content software. Complete degree and enrollment verifications through DegreeVerify, phone certifications, and written requests for loan deferments, employers, embassies, scholarships, military, athletics, and insurance. Explain transcript, enrollment, and registration policies; handle customer inquiries and complaints; and process registration changes, curriculum adjustments, bio/demo updates, and CougarNet PIN resets.


FLSA: Non-Exempt

Minimum Acceptable Qualifications

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High school diploma or equivalent. Any one or combination totaling eighteen (18) months from the following categories: + college coursework in any discipline as measured by the following conversion table or its proportional equivalent:
- 30 semester hours equals one (1) year (12 months)
- Associate's Degree (60 semester hours) equals eighteen months (18 months)
- 90 semester hours equals two (2) years (24 months)
- Bachelor's degree (120 semester hours) equals three (3) years (36 months)
+ responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience



This position requires excellent knowledge of SIUE, its academic programs, support services, policies and procedures, organizational structure and the functions of various offices. Knowledge of the SIUE computerized student information system and skill in the rapid and accurate operation of data entry machinery is needed. Interpersonal skills that include the ability to interact with people in a variety of circumstances, often under pressure, are a necessity. Excellent oral and written communication skills are essential. The ability to understand, follow and explain procedures and to perform under pressure while maintaining accuracy, speed and a pleasant disposition are also essential. This employee must exercise extensive skills in the areas of personal judgment, application of a wide variety of policies and procedures, interpretation of client needs and interpretation and application of University policies. The work is varied and somewhat complex, requiring attention to detail and accuracy.

Supplemental Information

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Civil Service Information:

Civil Service Application - FAQs

Application Instructions:

How to Apply - Step by Step

(Download PDF reader)

Illinois Residency Requirement:

Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.


Illinois residency requires proof of a valid Illinois Driver's License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days is grounds for immediate separation.

Classification:

State Universities Civil Service System Classification Number: 4807 - SUCSS Classification Title. For more information on Civil Service classifications, please visit the State Universities Civil Service System website at: https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Veterans:

Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit, please refer to the Guide for Veteran Document Verification. (Download PDF reader)

Pre-Employment Screening:

All external candidates who receive a job offer will be required to undergo pre-employment screening for this position. The screening process will encompass a criminal background check and, where applicable, other background checks such as a drug screen, verification of employment and education or licensure/certification, reference checks, and/or checks with relevant government registries. Please note that all job offers are contingent upon successful completion of the required screening process.

Work Authorization Information:

SIUE will only employ those who are legally authorized to work in the United States and visa sponsorship for this position will not be provided. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status.

Accommodation:

If you are unable to utilize our online application system and need to request an accommodation, please reach out to us at 618-650-2190 or via email at: careerinfo@siue.edu

EEO Statement

Southern Illinois University Edwardsville is an equal opportunity employer and thus prohibits discrimination against employees, applicants for employment and students on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, or veteran's status.


We value your interest and look forward to reviewing your application. For questions or more information, please email careerinfo@siue.edu.