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Customer Service Specialist III

International Student Scholar Services (ISSS)

Georgia State University

These are exciting times at the International Student Scholar Services Department. We are growing and we are thrilled that you are interested in being a part of our team. We are surrounded by individuals empowered to use their expertise and talents to achieve our mission to pursue excellence.

Are you ready for us? Are you seeking an opportunity with purpose and direction? If you are, we have the perfect opportunity for you! We hire great people from a wide variety of educational, career, and personal backgrounds, not just because it is the right thing to do, but because it makes us a stronger team.

The Office of ISSS is seeking (1) Customer Services Specialist III to join the already awesome team taking them to the next level of excellence!

You would serve as the initial point of contact for all international students, scholars and visitors to ISSS, including communicating via telephone, general email and voicemail, and managing various electronic forms submitted through our online management software. The successful candidate will provide timely, accurate, and courteous responses to all inquiries and questions regarding ISSS services or appropriate referrals to those of our campus liaisons.

WHAT MAKES ISSS A GREAT PLACE?

* A flexible work environment

* Generous benefits, including health, dental, vision, tuition assistance, retirement, etc.

* A knowledge-sharing organization that works collaboratively with diverse partners.

* Professional development opportunity and mentorship

* A rapidly growing center within an academic setting

HERE IS WHAT YOU WILL DO

• Meet and greet all in person visitors, answer a multi-line phone with support from student assistants, manage the office general email and voicemail boxes, and provide 'triage' to determine which services or staff members will best serve the needs of each visitor.


• Open the office promptly by 8:30am and close the office by 5:15pm.


• Respond to all ISSS emails within 24 hours, answering or forwarding as appropriate. Send out daily overview agenda emails to the office, and notify students electronically who have documents ready for pick up or delivery. Manage a paperless 3^rd party document shipping service and related notifications and troubleshooting.


• Schedule meetings and appointments for the Map Room and other staff members as appropriate.


• Coordinate morning and afternoon mail delivery, faxes and assignment of electronic case files and requests to advisors.


• Receive, stamp, and document all incoming documents and deliveries for processing. Direct students to sign in electronically for all services during walk in advising hours.


• Access Banner and Sunapsis to answer student questions, disseminate student requests, process documents, and assign cases to advisors.


• Hire, train, and supervise the student assistants who serve as back for the ISSS front desk and provide project support for all ISSS staff.


• Maintain front office check in system and related data and reports (trends, issues, needs).


• Must be able to recognize and interpret foreign student and scholar documents related to their immigration and student status. Evaluate students' status in order to sign their I-20 documents for travel authorization.

Attend weekly meetings and assist with other duties as assigned, including the review of ISSS website for any errors, gaps, or outdated information, and seeking our office tasks or projects to work on during non-busy times.

Minimum Hiring Qualifications:

Bachelor's degree; or a high school diploma or GED and four years customer service, administrative or office experience; or a combination of training and experience.

Preferred Hiring Qualifications:

Full-time work experience in a customer service environment with duties that include answering the telephone, responding to walk-in customer's questions/concerns and e-mail correspondence. Proficient in using software programs such as Microsoft Suite (Word, Excel, Publisher and Powerpoint). Helpful to know Sunapsis, and Banner, and be open to learn software skills. Knowledge of or fluency in a second language. Some knowledge or interest in federal regulations related to foreign student immigration, international education, and student support services.

To be fully considered for this position all candidates must submit the following at the time of submission:

* A complete and accurate GSU application, Resume, Cover Letter (Recommended)

Final candidates must provide three professional references.

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