LAKESHORE'S MISSION:
Transform individuals to strengthen our communities through innovative and accessible learning.

Full-time Benefits Include:
Competitive health, dental, vision insurance
Up to $3,000 in tuition reimbursement annually | Professional development and growth opportunities
6.95% Wisconsin Retirement System (WRS) savings - matched dollar for dollar | 403(b) and 457 retirement savings options
College paid life and disability insurance | Health and dependent care Flex Spending Accounts 
Onsite fitness center and walking path | Up to 8 weeks paid New Child Leave
Onsite wellness screenings I Relocation assistance available

Lakeshore also offers generous paid time off starting with 10 days of vacation, 9 days of sick time, 6 days of personal leave,
10 holidays, and a one-week winter break.

Additional Perks:
Local discounts on food, entertainment, and events | Discounts on cell phone plans and rental cars
Common Read events | Culinary experiences from onsite emerging chefs | Identity theft protection
“Dress for your day” | Employee recognition and appreciation events
Campus closed six Fridays during summer

Benefits begin the first of the month coinciding with or following hire.
For additional information on our vast array of benefits, read through our benefits guide.

SHIFT:  Day/evening/weekend hours | Flexible based upon the needs of the College

LOCATION:  Lakeshore College – Cleveland, Wisconsin

POSITION SUMMARY: The Customer Service Associate possesses a breadth of knowledge that provides the foundation to satisfy the majority of Lakeshore students’ needs in the areas of recruitment, advising, financial aid, registration, records, student accounting/billing, and other duties that fall under Student Success functions, either in-person or over the phone. Represent one-stop concept for prospective and current students, Lakeshore staff, and the public. Provide an exceptional customer service experience to both internal and external customers throughout every interaction. This position will also assist with Student Billing. Provide an exceptional customer service experience to both internal and external customers throughout every interaction.

REASONABLE ACCOMMODATIONS/ADA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS (Other duties may be assigned):

(45%) Customer Contact/Student-Centered Operations

• Provide superior customer service using a combination of technical and social skills, to include confidentiality, empathy, and the ability to fully engage and satisfy the customer by providing them college information, resources, and specialized assistance.
• Access database systems and work cooperatively in each functional area and refer students as needed.
• Using a pleasant, polite, and courteous tone, answer the phone in an expedient manner and, if needed, route callers to the appropriate destinations.
• Schedule and check-in appointments for Student Success team members.
• Manage student ID and student badge photo process.
• Maintain college-wide faxing system and routing of materials to appropriate departments.
• Provide backup staffing coverage for Library Services.  

(35%) Enrollment/Records 

• Assist with application processing.
• Register students, assist/troubleshoot throughout all the stages of the registration process (traditional and online) including communicating with divisions and departments as needed.
• Stay current with class/seminar changes and with program changes.
• Collect accurate and complete information on course add/drop/swap forms.
• Process payments for students, department receipts, and corporate accounts and accurately maintain personal daily cash drawer.
• Assist students with billing functions which include responding to student billing questions, give direction on payment options and setting up payment plans, student balances, anticipated aid, previous payments, credits, and past due status.    

(20%) Student Financials 

• Process and electronically file third party contracts, invoices, and employer reimbursement.
• Primary contact for uncashed checks and Zero Balance Holds.
• Responsible for printing and mailing of State collection letters and updating payment spreadsheet.
• Review and follow-up on third party billing past due invoices.      

EDUCATION AND EXPERIENCE:

• Associate degree from a regionally accredited college or university in a related discipline required.
• Two to three years of relevant occupational experience required.

CERTIFICATIONS, LICENSURE, REGISTRATION:

• None

KNOWLEDGE

• Knowledge of Lakeshore’s mission, vision, and strategic direction.
• Understanding of customer service principles including effective communication, and the ability to handle inquires and provide support to ensure a positive customer experience. 

SKILLS

• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook, etc.)
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Effective interpersonal skills and customer service skills.
• Strong critical thinking, decision-making and problem-solving skills.
• Effective leadership and team building skills.

ABILITIES:

• Adapt quickly to new and changing technology.
• Perform work accurately and thoroughly, with a high level of accountability and attention to detail.
• Work independently, as part of a team and/or with minimal supervision.
• Present self in a professional, ethical and respectful manner at all times.
• Use discretion and maintain a high level of confidentiality.
• Prioritize and manage multiple projects or tasks, maintaining deadlines.
• Establish and maintain effective working relationships and relate successfully with staff, students and all stakeholders.
• Lead, inspire and motivate a team to achieve departmental and college goals.
• Flexibility to adapt to and manage through changing environments.

PHYSICAL DEMANDS/WORK ENVIRONMENT:
•    While performing the duties of this job, the employee is regularly required to sit and talk or hear.
•    The employee frequently is required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. 
•    The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
•    The employee must occasionally lift and/or move up to 25 pounds. 
•    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
•    Work environment may require multi-tasking.  
•    The noise level in the work environment is usually moderate. 

This job description is designed to cover the basic functions of the job and is not considered a detailed description of every job duty that is required, other duties may be assigned as needed. Duties, responsibilities, and activities may change at any time with or without notice to ensure the successful delivery of organizational objectives. 

CONDITION(S) OF EMPLOYMENT:
•    Employment conditional on completion of a Background Information Disclosure (BID) with the results acceptable to the College.

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