Front Counter Lead (Administrative Support Coordinator II), Office of Outreach and Student Recruitment

Job Summary:

This role will perform entire clerical and administrative responsibilities for the front counter unit, which is inclusive of our front facing unit that coordinates all customer service inquiries from prospective to admitted students. This position plays a critical role in ensuring smooth operations and creating a positive, welcoming atmosphere for all individuals who interact with our department, with a particular focus on prospective students.

Duties / Responsibilities:

• Collaborate with other office unit Leads and Managers at the highest level to ensure seamless coordination for the front counter and customer service unit.

• Coordinate with Parking Services staff for parking and transportation arrangements by assessing logistical needs, including parking permit requests for prospective guests.

• Evaluate student assistant availability each semester to create and implement work schedules for Student Paraprofessionals.

• Monitor and maintain monthly and daily coverage schedules to support the department’s customer service needs, including but not limited to front counter operations, email communications, campus tours, and event staffing.

• Under general supervision, assist with hiring and onboarding any new Student Paraprofessionals for the unit.

• Provide lead work direction, training, and guidance to new Student Paraprofessionals for the unit, ensuring effective customer service and appropriate responses to inquiries.

• Monitor daily Contact Service Query (CSQ) telephone reports to ensure all calls are being answered within 2 minutes (5 minutes during high call volume periods). Pinpoint performance gaps and utilize ingenuity in developing proposed solutions.

• Utilize comprehensive and detailed knowledge of the university infrastructure, policies, and procedures to create training guides and manuals to support the unit.

• Review customer service chatbot performance reports to identify areas of improvement and provide recommendations to the director as needed to enhance user experience.

• Determine proper process for receiving student documents.

• Interpret and apply policies and procedures independently to help troubleshoot any prospective and admitted student questions for the department. Use judgment and discretion to act when precedents do not exist.

• Ability to troubleshoot most office administration problems and answer customer service emails and Admission's inquiries in a timely manner.

• Track phone inquiries to continuously update the FAQ’s (Frequently Asked Questions) and equip the front counter student paraprofessionals with accurate information to help them improve responses.

• Work closely with the Admissions Counselors to receive updates and determine important deadlines and timelines.

• Coordinate and provide excellent customer service to both prospective and admitted students, including their family members, campus entities, and community members through a smooth check-in process for their appointments and/or inquiries.

• Monitor the Counseling appointment system, and help prospective students navigate the platform.

• Collaborate with the Admissions and Outreach Counselors maintain case escalations and ensure a seamless experience for the prospective student. Coordinate effectively to address and resolve any issues.

• Represent the University positively and professionally to internal and external stakeholders in person, over the phone, and through email.

• Provide support and lead work direction for the front desk services for both the San Bernardino and Palm Desert Campuses.

• Integrate communication structures for a seamless customer service experience from both San Bernardino and Palm Desert Campus front desk paraprofessionals.

• Organize and facilitate virtual and in-person meetings where updates and guidance can be provided to the customer service unit.

• Other classification related duties as assigned

Minimum Qualifications: Required Education and Experience

• High school diploma or its equivalent and five years of progressively responsible experience in general office clerical or secretarial work or the equivalent

Required Qualifications

• Comprehensive and detailed knowledge of the university infrastructure, policies, and procedures.

• Thorough mastery of English grammar, punctuation, and spelling.

• Expertise in using office software packages, technology, and systems.

• Ability to interpret and apply policies and procedures independently, and use judgment and discretion to act when precedents do not exist.

• Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.

• Ability to understand problems from a broader perspective and anticipate the impact of office administration problems and solutions on other areas.

• Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.

• Ability to perform business math, analyze budgetary data, and make accurate projections requiring some inference.

• Ability to effectively write and present own reports.

• Ability to effectively handle interpersonal interactions at all levels and handle highly sensitive interpersonal situations.

• Ability to use negotiation and persuasion skills to achieve results and expedite projects.

Preferred Qualifications

• Bilingual, written and spoken

Compensation and Benefits:

Anticipated Hiring Range: $4,058.00 per month

Classification Salary Range: $4,058 - $6,653 per month

The salary offered will take into account internal equity and experience among other factors.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here .

Position Information:

Work status: Full-time/Non-Exempt/Probationary

Academic year schedule: Monday through Friday (7:30 am - 4:00 pm), some evenings/weekends.

Summer schedule: Monday through Thursday (7:00 am - 5:30 pm), some evenings/weekends.

The application deadline is: October 23, 2024 at 11:55 pm (PST)

As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

California State University, San Bernardino is not a sponsoring agency for staff or management positions (i.e. H1-B Visas).

Conditions of Employment

Background Check

Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

Mandated Reporter

The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Campus Security Authority

This position is designated as a Campus Security Authority (CSA) position under the federal Jeanne Cleary Disclosure of Campus Security Policy and Campus Crime Statistics Act. CSAs are responsible for reporting allegations of Clery Act Crimes reported to them or that they witness. CSA training is required.

I-9

CSUSB hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

Statement of Commitment to Diversity

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.

California State University, San Bernardino is proud to be an Affirmative Action/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion

Closing Statement:

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact CSUSB Benefits at benefits@csusb.edu.

Smoking

CSUSB is a smoke and tobacco-free campus. See policy at https://calstate.policystat.com/policy/6591951/latest/ .

Clery Act

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act

Advertised: Oct 09 2024 Pacific Daylight Time
Applications close: Oct 23 2024 Pacific Daylight Time

Closing Date/Time:

• 

• California State University, San Bernardino (CSUSB)

• (909) 537-4388

Show more