Customer Service & Onboarding Specialist (Temporary, Part-Time)

General Summary of the 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.

Duties and Responsibilities:

Customer service

• Using Salesforce, resolve or refer inquiries/cases from students and supervisors.
• Send outgoing communications related to student employment matters.
• Handle incoming phone calls, providing information or referring as appropriate.

Onboarding

• Support the I-9 completion process for student employees.
• Monitor reports to ensure new hire paperwork (NHP) is completed.
• Process NHP and communicate with HR staff as needed.
• Follow-up with new student hires and supervisors regarding I-9 and NHP completion.

Recruitment

• Review and activate job postings, ensuring that postings contain complete and accurate information and align with Student Employee Wage Structure.
• 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.
• Participate in Career & Co-op Center and Division of Student Affairs and Experiential Learning meetings when requested by supervisor.

Minimum Qualifications (Required):

• Bachelor's degree and experience in an office environment.
• Prior experience in student employment, financial aid or payroll is preferred.
• Professional demeanor and customer service orientation.
• Experience with Microsoft Office applications.
• 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.
• Team player who works well in a collaborative environment.
• Experience with Salesforce, DocuSign, and NextGen software is preferred but not required.

Work Hours and Location:

This is a year-round position for 18 hours per week.

• Must be available to work 4 to 5 hours per day on Tuesdays through Fridays; work hours need to fall between 8:30 a.m. and 3 p.m. Eastern time.
• Specific schedule will be based on mutual agreement with supervisor.
• This is a remote position; however, candidates must be within commuting range to participate in periodic in-person training/staff development activities and meetings.

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.