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Posting Detail Information

Working TitleCustomer Service Specialist

Position LocationFort Collins, CO 80523

Work LocationPosition qualifies for hybrid/in-office work

Type of PositionFull-time

Classification TitleTechnician III

Posting Number202500046P

Position TypeState Classified

Open Date06/11/2025

Close Date06/25/2025

Salary$4154 – $4,400 monthly + Full Benefits

Employee Benefits

Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.

+ Review our detailed benefits information here. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-sc.pdf)

+ Explore the additional perks of working at CSU here.

+ For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) .

+ Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) !

State Classified HourlyNo

Description of Work Unit

The Office of the Registrar provides leadership and service in student enrollment and academic record management that supports recruitment, retention, and graduation goals of Colorado State University. The Office of the Registrar values Students, CSU’s Principles of Community, Collaboration, and our Employees. Based on our goals, values, and our commitment to inclusive excellence, the Office of the Registrar seeks to hire team members that demonstrate a positive attitude, a passion for producing quality work, an interest in serving as an educator, a commitment to treating others with respect and an internal motivation for doing the work we do.

Position Summary

The full-time Customer Service Specialist position serves primarily as a customer service resource to Colorado State University’s constituents.

Primary responsibilities include supporting the Hub for student services, students, faculty, staff, family members/support-givers and external constituents to navigate obstacles. Most of the work day is spent problem-solving: assisting others to identify specific issues, providing recommendations and guidance on options for resolution, and selecting guiding principles/policies and adapting them to the individual issue. Research and investigation are significant components of this process.

This is achieved by answering the telephone, Microsoft Team’s chat, in-person consultations, and email questions concerning the following issues: registration, holds, overrides, major changes, university policies, appeals, transcript orders, diplomas, grade entry, RAMrecords requests, password resets, and other general questions.

Additional responsibilities include oversight of various student records functions, such as processing transcript requests and reconciling records in suspense, verifying enrollment and degree data through the National Student Clearinghouse, handling loan deferment and eligibility forms, and managing club sport participation verifications. This position is also responsible for coordinating special programs (such as Planned Leave, Employee Study Privilege, etc.) and initiatives within the Office of the Registrar, often requiring independent project management and cross-departmental collaboration.

Incorporating CSU’s Principles of Community into everyday work is an essential component of this position. We welcome applications from candidates whose knowledge, skills, and abilities contribute to fostering an inclusive campus community and work environment.

Minimum Qualifications

To be considered for this position, candidates must demonstrate in the application materials:

Experience Only:

+ Three (3) years of work experience providing customer service in a professional setting, of which must have included experience in an academic or similar setting.

OR

Education and Experience:

+ A combination of related education and/or relevant experience of providing customer service in a professional setting, which must have included experience in an academic or similar setting, equal to three (3) years. (30 credits = one year of experience)*Please note, unofficial or official transcripts must be attached with this application

Substitutions

Preferred Qualifications

The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related and critical to this position:

+ Professional proficiency in written and spoken Spanish.

+ Bachelor’s degree from an accredited college or university.

+ Experience (including student employment or internships) working in higher education within a Registrar’s Office, Enrollment Services, Academic Affairs, or a related department responsible for maintaining student records.

+ Experience using administrative student information systems, preferably Ellucian Banner (including Banner Student, Banner Document Management, and Banner Workflow), as well as CollegeSource products (e.g., uAchieve and Transferology).

+ Experience as a CSU Employee.

+ Demonstrated ability to take initiative in identifying issues and implementing problem-solving strategies.

+ Proven ability to manage multiple computer applications and navigate between systems quickly and accurately.

+ Strong verbal and written communication skills, especially in delivering clear, professional responses in complex or high-stakes situations.

+ Experience contributing to collaborative projects and building relationships across departments and with external partners.

+ Strong interpersonal communication skills as demonstrated by respectful and effective interactions with a variety of constituencies including but not limited to students, faculty, staff, and vendors at all levels.

+ Directly related state service experience.

Essential Job Duties

Job Duty CategoryProblem Solving

Duty/Responsibility

+ Serve as professional staff in Office of the Registrar Customer Service area assisting customers on the telephone, Microsoft Teams chat, in-person, and email.

+ Interact in a positive and friendly manner, demonstrating exceptional interpersonal skills, while engaging with internal and external constituents and colleagues.

+ Assist the Hub for student services, students, faculty, staff, family members/support-givers and external constituents to navigate obstacles.

+ Spend most of workday problem-solving: identifying specific student, staff, or faculty issues; providing recommendations and guidance on options for resolution; selecting guiding principles/policies and adapting them to the individual issue.

+ Troubleshoot issues related, but not limited to, the following topics: course registration, holds, overrides, major changes, academic records, transfer equivalencies, status of diplomas, transcripts, university policies, appeals, password resets and grade submission processes using student information system Banner/ ARIES and other resources. Identify core problem and coach end-user to complete transaction in RAMweb or ARIESweb or to follow appropriate process.

+ Advise constituents on University policies regarding Colorado State University’s application of FERPA utilizing the CSU General Catalog, the CSU policy website and other available resources.

+ Answer questions regarding access to current student records (RAMweb); create and provide instruction on use of RAMrecords accounts for alumni and former students, as needed.

+ Research and problem solve (analyze root causes of problems, identify trends and recurring problems, and suggest resolutions) to address issues related to responsibilities maintained by this position and as necessary for success of department.

Percentage Of Time70

Job Duty CategoryAdditional Assignments

Duty/Responsibility

+ Maintain and update training and policy/procedure documentation for the customer service unit within Confluence to ensure accuracy and relevance.

+ Track, coordinate, and maintain documentation for student appeals, including repeat/repair , late drop/withdrawal requests, and other exceptions.

+ Process transcript requests received by mail or via the estore, and resolve any transcript requests held in suspense.

+ Respond to inquiries and requests for Registrar-related forms, ensuring timely and accurate processing.

+ Provide support and address questions related to the registration components of the Employee Study Privilege program.

+ Process Planned Leave requests in accordance with university policy and procedures.

+ Verify student enrollment and degree completion through the National Student Clearinghouse as needed.

Percentage Of Time10

Job Duty CategorySpecial Projects

Duty/Responsibility

+ Research issues and present proposals at the request of the Office of the Registrar Leadership.

+ Provide feedback to Office of the Registrar Leadership on development of new university policies, student tools, and systems impacting overall student experience in regard to student registration and records.

+ Coordinate various Office of the Registrar special projects.

+ Assist department managers and leadership team with projects upon request.

Percentage Of Time10

Job Duty CategoryOther duties as assigned

Duty/Responsibility

+ Keep up to date on general activities in the Office of the Registrar to ensure Customer Service Specialist functions coordinate with and meet the needs of department/university functions and priorities.

+ Read and respond to emails in a timely manner; be responsive to inquiries from institutions within the CSU System.

+ Actively participate in trainings, meetings, and committees as requested.

+ Perform other duties as assigned.

Percentage Of Time10

Application Details

Special Instructions to Applicants

APPLICATION INSTRUCTIONS AND INFORMATION

+ Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in theWork Experiencesection on the application. Human Resources must be able to evaluate your experience based on this information.

+ Clearly outline dates of employment and hours worked per week for each employment experience listed in theWork Experiencesection of the Application so that Human Resources can calculate full-time work experience. Please note: Part-time experience will be calculated to determine the full-time equivalent.

+ TheWork Experienceis the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met.The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.

+ Applicants may redact information from this initial application that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

INCOMPLETE APPLICATIONS

+ If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.

+ An Application is incomplete if no current/ previous employment is included in theWork Experiencesection of the Application.

+ An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in theWork Experiencesection of the Application.

+ Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.

RESUMES

+ When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.

+ Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.

+ Please see theRequired Documentssection of the posting.

NOTES

+ Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

+ The selection process for State Classified positions may include an exam(s) and interview(s) whichrequirecandidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.

+ Pertinent updates to your Application status can be obtained by logging into your application account athttps://jobs.colostate.edu

+ All status updates for this position will be sent via email [email protected],[email protected], OR the TA Team Member facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.

FOR CURRENT OR FORMER EMPLOYEES OF THE STATE OF COLORADO :

+ Per the requirements of the Step Pay Program implemented on July 1, 2024, any State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification’s pay range based on completed years in their current class series as of June 30.All current and former State employees must ensure that your entire work history within the State Classified System, including at Institutions of Higher Education, is indicated in your application so that your time-in-series can be calculated accurately.

Department Contact Information

Human Resources – Talent Acquisition Team, [email protected] call (970) 491- MyHR(6947).

Please check the Help link online athttps://jobs.colostate.edu/help/for assistance on your application or for answers to Frequently Asked Questions.

All other inquiries should be directed to the Colorado State University Human Resources Office [email protected] (970) 491- MyHR(6947).

Conditions of EmploymentPre-employment Criminal Background Check (required for new hires)

EEO

Colorado State University ( CSU ) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Background Check Policy Statement

Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

Employment and Appeal Rights

If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available atwww.colorado.gov/spb.

A standard appeal form is available at:www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

Supplemental Questions

Required fields are indicated with an asterisk (*).

+ * Are you willing and able to submit to a pre-employment background check?

+ Yes

+ No

Applicant Documents

Required Documents

+ Resume

+ Cover Letter

Optional Documents

+ Unofficial Transcripts