Customer Service & Onboarding Specialist (PT/Temporary)

General Summary of Position:

The Customer Service & Onboarding Specialist (CSOS) is an integral member of the UMass Lowell Student Employment staff, providing outstanding customer service to student employees and campus supervisors, and ensuring new student employees are onboarded in a timely manner. Student Employment staff have access to sensitive and confidential information and are required to act with the utmost discretion. The CSOS routinely interacts with student employees, supervisors, and professional and paraprofessional staff within the Career & Co-op Center.

The CSOS reports to the Associate Director of the Center who oversees the student employment program and collaborates closely with the Student Employment Coordinator/JLD (SEC).

DUTIES AND RESPONSIBILITIES:

Customer Service

• Using Salesforce, respond to Tier One student and supervisor inquiries sent to the Student Employment email.
• Monitor Salesforce for Tier Three cases from Solution Center and assign to full-time staff for processing.
• Send payroll related emails to students and supervisors.
• Accept calls to the Student Employment phone line and provide information or refer as appropriate.

Onboarding

• Manage the I-9 completion process, including creation of unique links for I-9 completion for each new student hire, meeting with students to review I-9 documentation, loading information into the I-9 tracker software, and updating I-9 completion data in JobHawk.
• Monitor reports in JobHawk to ensure new hire paperwork (NHP) is completed by new student hires.
• Process new hire paperwork (NHP) that is received and communicate with HR staff as needed.
• Follow-up as necessary with new student hires and student employee supervisors regarding I-9 and NHP completion as needed.

Recruiting

• Review and activate designated job postings submitted via JobHawk, ensuring that postings contain complete and accurate information and align with Student Employee Wage Structure, consulting with full-time staff as needed.
• Review and approve designated hire requests submitted by supervisors via JobHawk.

Additional duties

• Assist with tasks associated with Student Employment payroll.
• Participate in weekly Student Employment team meetings.
• Schedule allowing, attend Career & Co-op Center all staff meetings and the Division of Student Affairs and Experiential Learning meetings.

WORK HOURS and LOCATION:

• The CSOS is year-round position for 18 hours per week.
• Specific hours will be based on mutual agreement with supervisor during the standard university work week, Monday - Friday, 8:30 am to 5 pm.
• This is a hybrid position with a minimum of 12 hours per week on-campus.
• Funding for the position is reviewed annually.

Minimum Qualifications (Required):

• Bachelor's degree and experience in an office environment.
• Professional demeanor and customer service orientation.
• Strong written and oral communication skills.
• Ability to handle highly sensitive and confidential information.
• Detail oriented with excellent time management and organizational skills.
• Willingness to learn and be a part of collaborative environment.
• Experience with Microsoft Office applications or equivalent Google applications, especially Excel and/or Sheets.

Preferred Qualifications: (If applicable)

• Prior experience in student employment, financial aid, or payroll is preferred.
• Experience with Salesforce, DocuSign, and NextGen software is preferred, but not required as extensive training will be provided.

Special Instructions to Applicants:

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applicants is received.

This is a part-time, temporary, non-unit, non-benefited position.

Please include a resume with your application. Names and contact information of three references will be required during the application process. Submission of a cover letter is optional.