Buckeye Link Counselor

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Job Title:

Buckeye Link Counselor

Department:

Strategic Enrollment | Buckeye Link

Buckeye Link Counselor Summary

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.

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 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. Often times 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.

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 their audience.

• Advocating and removing barriers to student success within a large complex university setting.

• Demonstrating university and organizational values in all interactions.

Additional Information:

Required Education/Experience

Bachelor's Degree or equivalent combination of education/experience. Two years of relevant experience. Minimum of one year of experience in customer service and/or call center environment as a student employee or professional staff member. Comfortable navigating multiple systems including utilizing our Student Information Systems to answer inquiries and troubleshoot accounts.

Desired Experience

Desired candidate would have three to five 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.

Please submit a resume and a cover letter with your application.

Job Profile: Student Services Specialist 2

Function: Academic Administration
Sub-function: Student Services
Career Band: Individual Contributor - Specialized
Career Level: S2

The pay range for this job profile is $19.28 - $20.25 per hour. The offer for this position will fall within this range based on internal equity, unit's available budget, and the candidate's qualifications.

Location:

Student Academic Services (0160)

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability. 

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.