Front Office Coordinator

Towson University•Towson, MD

5d•Onsite

About The Position

Oversee all customer service-related aspects for AARC including answering the office’s general phone line, servicing all drop-in traffic at the front desk, scheduling and checking in appointments, monitoring AARC’s web-based chat service, and responding to the general AARC email inboxes. The coordinator is responsible for all customer service escalations and will determine which of these need intervention by AARC leadership. Hire, train, and supervise all Student Academic Advisors (SAAs) and oversee the overall management and operations of the front desk. This includes scheduling regular team meetings with the SAAs and performing quality assurance checks on SAA email and phone responses. Manage AARC’s social media platforms, collaborating with campus partners to develop and schedule meaningful content. Maintain an ongoing inventory of office computers, phones and supporting updates to these technologies as needed as well as serve as key operator for main office copy machine, fax machine, and printer, and provide support as needed. Enhance overall AARC operational efficiency contributing to the data-driven decision-making process within AARC, including advising experience survey data collection and analysis. Perform other duties as assigned including special projects for AARC (i.e., support for the freshman registration process) and the Division of Enrollment Management (DEM).

Requirements

High School Diploma or GED
3 years of experience providing administrative support
General knowledge of and skill in the practical application of generally accepted office practices and procedures.
Ability to communicate effectively both orally and in writing.
Ability to proofread and edit written documents.
Skill in various computer software packages, such as word processing, spreadsheets, database, and presentation programs, Internet, email and calendaring software.
Ability to understand and follow oral and written instructions.
Ability to interact effectively with internal and external parties in a courteous and efficient manner.
Ability to plan, organize, prioritize, and execute multiple and continuing assignments with general instructions.
Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

Nice To Haves

One year of supervisory experience
Technical skills in Student Information Systems (PeopleSoft), database management, Predictive Analytics (SSC) and Microsoft Office (i.e. Outlook)
Knowledge of policies (i.e. FERPA), programs, procedures, and resources in higher education.
Strong customer service and interpersonal skills, specifically in active listening and problem-solving
Excellent written and verbal communication skills with the ability to communicate effectively via telephone, email, and in person
Ability to learn quickly and adapt to changing conditions
Ability to interact with various constituencies across campus
Ability to use good judgment, exercise discretion, and maintain confidentiality
Excellent organizational skills, attention to details and ability to handle multiple tasks

Responsibilities

Oversee all customer service-related aspects for AARC including answering the office’s general phone line, servicing all drop-in traffic at the front desk, scheduling and checking in appointments, monitoring AARC’s web-based chat service, and responding to the general AARC email inboxes.
Responsible for all customer service escalations and will determine which of these need intervention by AARC leadership.
Hire, train, and supervise all Student Academic Advisors (SAAs).
Oversee the overall management and operations of the front desk.
Schedule regular team meetings with the SAAs.
Perform quality assurance checks on SAA email and phone responses.
Manage AARC’s social media platforms, collaborating with campus partners to develop and schedule meaningful content.
Maintain an ongoing inventory of office computers, phones and supporting updates to these technologies as needed.
Serve as key operator for main office copy machine, fax machine, and printer, and provide support as needed.
Enhance overall AARC operational efficiency contributing to the data-driven decision-making process within AARC, including advising experience survey data collection and analysis.
Perform other duties as assigned including special projects for AARC (i.e., support for the freshman registration process) and the Division of Enrollment Management (DEM).