Senior Buckeye Link Counselor

Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [email protected] . If you have questions while submitting an application, please review these frequently asked questions .

Current Employees and Students:

If you are currently employed or enrolled as a student at The Ohio State University, please l og in to Workday to use the internal application process.

Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

- Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
- Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.

## Job Title:
Senior Buckeye Link Counselor

## Department:
Strategic Enrollment | Buckeye Link

The Senior Counselor serves as a fully functioning Buckeye Link Counselor trained on Undergraduate Admissions, Graduate and Professional Admissions, and University Orientation with enhanced responsibilities serving as an advanced resource for problem resolution and workload management within Buckeye Link; responsibilities include, but are not limited to: assists in supporting student employees and workload management; makes schedule adjustments for student employees and communicates these changes to the appropriate parties; identifies training needs and contributes to developing/presenting training sessions; serves as a resource to staff and student employees to assist and/or resolve complicated or escalated cases, provides direct and immediate feedback to staff and student employees so that they may learn from the experience and apply knowledge to future cases; responds to internal cases, and assists with escalated cases; is responsible for managing and ensuring Undergraduate Admissions, University Orientation, and Graduate and Professional Admissions knowledge in Salesforce Knowledge and that email templates have up-to-date information; builds strong relationships with stakeholders; consistently seeks for ways to improve procedures in Buckeye Link for effectiveness and efficiency, and works with Buckeye Link leadership to implement change.

Job Duties/Responsibilities

60% Serves as a resource for staff and student employees; assists and/or resolves complicated and escalated cases; identifies training needs and assists the trainer with developing/presenting training sessions; provides real time feedback to staff and student employees; Assists in managing student employees and workload management; makes schedule adjustments for student employees.

25% Serves as Senior Buckeye Link Counselor to support office objectives and customer service expectations; provides in-depth analysis and guidance; develops and consistently maintains a current knowledge base of university, state, and federal rules and regulations across the functions of student financial aid, student accounts, registration, residency, admissions, and other functions supporting the student's academic pursuits.

15% Provides weekly updates; updates the internal knowledge base; assists in basic technology troubleshooting; works with home offices to research complicated cases; functions as Orientation Appointment Manager; performs other duties as assigned.

Required Qualifications

Bachelor's Degree or equivalent combination of education/experience; four (4) years of relevant experience required; considerable experience in customer service and/or call center; ability to work independently; comfortable working with concerned escalated students and families and relaying potentially unfavorable information; advanced knowledge of the Student Information System(SIS) and Salesforce; knowledge and expertise in at least one of the areas supported by Buckeye Link (UA, GP, UO) required; general understanding of university policies and procedures; the ability to work with students/parents and staff from diverse backgrounds including different cultural and socioeconomic backgrounds; this position requires the successful completion of a background and credit check.

Preferred Qualifications

Advanced degree in relevant field may be desirable. Four to eight (4-8) years of relevant experience.

Additional Information:

The targeted hiring range for this position is $44,900- $47,000. The offer for this position will fall within this range based on internal equity, unit's available budget, and the candidate's qualifications.

Career Roadmap

Function: Academic Administration

Sub-Function: Student Services

Career Band: Individual Contributor - Specialized

Job Level: S3 Senior

## Location:
Student Academic Services (0160)

## Position Type:
Regular

## Scheduled Hours:
40

## Shift:
Varying Shifts

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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.