The posting
GENERAL SUMMARY The Customer Service Coordinator provides concierge level service support to the assigned campus. The incumbent will be the face of the university, welcoming internal and external visitors, with a professional and proactive approach that anticipates the needs of the campus reception area. The position is responsible for attending to visitors and overseeing reception area interactions to include inquiries over the telephone as well as face-to-face. The Customer Service Coordinator acts as the first point of contact for students, employees and visitors and is responsible for operational and administrative support to include answering phones, opening, and distributing mail, supplies maintenance, calendaring, filing and other related clerical/administrative duties.
This position requires a full-time presence on the assigned campus.
ESSENTIAL DUTIES AND RESPONSIBILITIES Campus entry processes and procedures:
Answers calls in a professional and courteous manner and conveys messages to staff and faculty; serves as a back-up to the automated University-wide telephone system.
Serves visitors by greeting, welcoming, directing and announcing them appropriately. Provides campus and local community information to visitors.
Facilitates the delivery of materials and/or correspondence to visitors upon arrival. Serves as a member of the campus response and reentry teams, as needed.
Campus Access, Parking and Commuter Programs (as applicable):
Coordinates and maintains campus-wide Commuter Assistance Program (CAP). Issues and tracks appropriate campus and parking access badges for walk-in visitors, vendors, faculty, staff and students.
General administration and campus services:
Support campus events and activities under the direction of the Campus Director; may assist with the coordination and logistics for campus-wide events to include scheduling, set-up and clean-up for the event.
Manages campus supply inventory and places orders for general, breakroom, and copier supplies, as needed. Maintains inventory of supplies, brochures, and collateral for reception desks. Maintains campus-wide events calendar. Maintains and updates master campus seating list in coordination with Campus Director, Human Resources and Facilities. Ensures regular and frequent updating of campus video monitors to reflect current and relevant campus news and information.
Prepares mailers for shipping and delivery services (UPS, FedEx, courier, etc.). Supports activities and initiatives related to campus safety and security in coordination with the Director, Safety and Security.
Human Resources support:
Supports campus Human Resources Manager with collection of on-boarding documents for all faculty, staff and students; completes new hire I-9 process under direction of HR Manager, as needed. Manages and coordinates reception area coverage and schedule for Student Workers.
OTHER DUTIES AND RESPONSIBILITIES May perform other duties and responsibilities that management may deem necessary from time to time.
Assists with other operational and administrative support activities as assigned to support the needs of the University and campus.
TRAVEL REQUIREMENTS Not applicable
MANAGEMENT/SUPERVISORY RESPONSIBILITIES Not applicable
POSITION IN ORGANIZATION REPORTS TO: Campus Director and Campus Director Administrative support person on campus for time reporting purposes
POSITIONS SUPERVISED: Not applicable
TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED 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. Incumbents will be evaluated, in part, based on performance of each essential function. Appropriate reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE
High School diploma or equivalent (GED) required. Bachelor’s degree highly preferred. 1-3 years of administrative experience required in a fast-paced, customer service-oriented role. Ability to interact with various personalities with tact and diplomacy and maintain a flexible, positive attitude. Outstanding customer and concierge level service experience. Excellent telephone etiquette.
Demonstrated office clerical and administrative skills.
Proficiency in Microsoft Office suite (Outlook, Word, Excel, PowerPoint), point-of-sale and phone systems. Ability to be self-directed, perform tasks with minimal supervision and manage time effectively. Ability to sit for extended periods of time at a keyboard. Demonstrated experience with a job requiring multi-tasking and performing a variety of duties. Familiarity with local area and local attractions, including restaurants, potential venues for meetings or events, transportation options, and airports.
BUSINESS COMPETENCIES
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. Being Resilient - Rebounding from setbacks and adversity when facing difficult situations. Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity. Drives Results - Consistently achieving results, even under tough circumstances. Innovation - Creating new and better ways for the organization to be successful. Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
WORK ENVIRONMENTWork is performed primarily in a standard office environment but may involve exposure to moderate noise levels. Work involves operation of personal computer equipment for six to eight hours daily and includes physical demands associated with a traditional office setting, e.g., walking, standing, communicating, and other physical functions as necessary.
