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Job Req ID:  22577

Academic Services Specialist


The Johns Hopkins Center for Talented Youth is a nonprofit dedicated to identifying and developing the talents of academically advanced K-12 students around the world. We provide today’s brightest students with fun, challenging courses; a community of engaged learners; and a strong foundation for future success in college and their careers. Want to join our team? We are looking for mission-driven problem-solvers who can thrive in CTY’s diverse, collaborative, fast-paced, and results-driven work environment. We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable health-care options and tuition assistance for employees and their families.


General Summary/Purpose:

The Academic Services Specialist is a team lead position in the Information office responsible for front line customer services support for CTY families, educators and other external partners. The position assists new and current CTY families with the various application processes, program information and eligibility for CTY programs.



  • Provide front-line customer service and support.
  • Problem solves and provides customer service supervision to staff who communicate with families daily and as needed on application processes via email and phone for accuracy and completeness.
  • Follow up with parents on escalated service issues from Academic Service Assistants and other CTY offices as required with a response time of 24 hours
  • Author and leverage scripts to respond to frequently asked questions and coach new employees and team members on positive customer service communication skills
  • Accurately describe major CTY programs and services to families, educators and other external partners.
  • Know and communicate the benefits of enrolling in a CTY program.
  • Present options for academic program offerings based on CTY qualifying levels and expressed student/parent interest.
  • Be a subject matter expert in conveying program eligibility requirements and all policies.
  • Maintain logs of information; collect, generate and analyze data to inform supervisor on trends.
  • Utilize Freshdesk to assess trends or challenges and offer solutions in a timely manner.
  • Inform and help to refine the user experience by sharing feedback from customers.
  • Participate in targeted recruitment and marketing functions (i.e. call prospective schools or families to encourage participation in CTY programs and services).
  • Assist with managing team expectations for volume, hold times, and quality of communications.
  • Handle confidential information according to CTY guidelines.
  • Perform as team lead, executing supervisory responsibilities when Information Office supervisor is out of office.
  • Other duties as assigned.


Other Duties

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
  • Duties, responsibilities and activities may change at any time with or without notice. 


Minimum Requirements:

  • High School Diploma/GED is required. Associates or Bachelor’s degree preferred.
  • Two years of experience in a customer service environment is required. Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
  • Experience with student information systems preferred
  • Experience with CRM solutions preferred


Required Special Skills and Knowledge:

  • Ability to prepare professional reports
  • Detail oriented
  • Excellent written, verbal, and interpersonal communication skills
  • Broad-based marketing skills
  • Project management skills
  • Demonstrated proficiency with MS Office
  • Ability to maintain a pleasant temperament at all times.

Internal and External Contacts Required as part of the job:

  • Potential CTY Students and Families. CTY staff members in various programs.

Physical Requirements for the Job:

  • Ability to sit in a normal seated position for extended periods of time
  • Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery
  • The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings
  • Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required.


Supervisory Responsibility:

  • As necessary for Information Office.


Additional Information:

  • Applicants must be authorized to work in the US.
  • The successful candidate(s) for this position will be subject to a pre-employment background check.
  • All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect.
  • Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.


Classified Title: Academic Services Specialist 
Role/Level/Range: ATO 37.5/02/OE 
Starting Salary Range: $17.26 to $23.95 per hour
Employee group: Full Time 
Schedule: Monday-Friday, 8:30am-5:00 
Exempt Status: Non-Exempt  
Location: 02-MD:Mount Washington Campus 
Department name: 10000091-Communications and Marketing 
Personnel area: Academic and Business Centers


The successful candidate(s) for this position will be subject to a pre-employment background check.


If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.


During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.


The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.


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