Front Desk Specialist

Western Governors University•Salt Lake City, UT

2d•$20 - $30

About The Position

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Services 205 Pay Range: $20.33 - $29.51 Job Description The Front Desk Specialist serves as the first point of contact for the executive floor, providing professional reception support and ensuring a welcoming environment for visitors and staff. In addition to managing incoming calls and inquiries, this role coordinates engagement activities for the Operations department, helping to foster a positive and collaborative workplace culture across all levels of the organization. The Front Desk Specialist is responsible for the resolution or transfer of incoming calls to the virtual front desk of the university. They provide callers with a friendly experience and work to understand their needs, then offer a knowledgeable answer to their inquiries. This may include transfers and collaboration with other WGU departments. The Front Desk Specialist looks for opportunities to improve the workflow and intake process for calls to the virtual front desk.

Requirements

Strong multitasking skills
Exceptional verbal and written communication skills
Strong time management and organizational skills
Ability to work collaboratively with others and independently
Ability to diligently follow standards and best practices for call ticketing systems and phone operation
Commitment to working with people of diverse backgrounds
Maintain a high degree of professionalism in all interactions
Three (3) years of customer service experience in an office setting, which includes experience navigating computer applications and internet browsers.
Proficiency in Microsoft Office programs such as Word, Outlook and Excel

Nice To Haves

Experience working remotely
Experience with Customer Relationship Management systems (CRMs) such as Salesforce and Service Now, and scheduling management applications.
Experience with telephonic or contact center tools such as Genesys and Microsoft telephony

Responsibilities

Answer incoming calls to the virtual front desk during the designated business hours of the university within department Service Level Agreement (SLA) timeframes.
Provide callers with answers to their inquiries using various resources such as knowledgebase information and department contacts.
Respond to escalated calls from students and staff and identify their path for resolution.
Open voicemail messages left by callers and provide answers and information requested by doing callbacks or sending messages using WGU communication systems.
Log and record call information, for both answered calls and callbacks, in SLA timeframes.
Identify call trends and information gaps, research their root causes, and recommend suggestions for improvement to leadership.
May coordinate coverage gaps with other staff.
Train new Front Desk staff as needed.
Performs other related duties as assigned by direct leader.