Customer Service Specialist

Lamar University is seeking a friendly and detail-oriented Customer Service Specialist to join its Enrollment Management team. Reporting to the Assistant Vice President of Student Success, this position works closely with Student Success staff, the Undergraduate Advising Center (UAC), Student Retention and Tutoring Services (STARS), Enrollment Management, and other university offices on matters related to student enrollment and re-enrollment, retention, and academic recovery. The Customer Service Specialist serves as a first point of contact by greeting and interacting with students, faculty, staff, and the public; responding to phone, email, and virtual or chat-based inquiries; and directing students to appropriate campus services, departments, and personnel. The ideal candidate will demonstrate strong communication skills, a commitment to customer service, and the ability to manage multiple tasks in a fast-paced academic environment. Serve as the first point of contact for students, faculty, staff, and the public by answering general and process-related questions; responding to emails and chat inquiries; and referring individuals to appropriate campus offices and personnel as needed. Provide support for enrollment, re-enrollment, readmission, and academic recovery processes, including student outreach initiatives, advising appointment scheduling, and administrative communications. Support daily operations of the Undergraduate Advising Center and Office of Student Success, including front-desk coverage, project support, and tasks assigned by leadership. Utilize and maintain accuracy within student information and CRM systems, while keeping current records of campus resources, contacts, policies, and procedures. Assist with student success programs and campus events, including outreach activities and office-supported initiatives, and elevate student concerns or issues to appropriate staff.

Minimum Qualifications:

High School Diploma or equivalent. One or more years of experience working in a customer service environment. Experience using student information systems (e.g., Banner).

Desired Qualifications:

Associate's degree in education, communication, business administration, or a related field. 3 years of administrative experience Experience working in a student support role within an academic or higher education environment. Experience working with student records systems such as Banner.

Key Competencies:

Customer-focused experience in higher education, student services, admissions, or a related customer service environment, with the ability to interact with students, families, faculty, and staff. Strong communication, problem-solving, and interpersonal skills with the ability to work independently and collaboratively in a fast-paced environment while managing multiple competing priorities. High level of organization and attention to detail, including accurate data management, task coordination, and the ability to assign and oversee work for student assistants. Technically proficient with Microsoft Office (Word, Excel, Outlook, and PowerPoint, and the ability to learn and adapt to new software and student information systems. Confidentiality and compliance, including FERPA regulations, and willingness to work occasional evenings and weekends to support advising-related events.

Physical Requirements:

Able to lift 25 lbs. and be able to perform a variety of physical tasks, including lifting, bending, stooping, squatting, stair climbing, and walking between buildings

Job Conditions:

Work is performed primarily in a standard office environment with extensive public contact and frequent interruptions.