Operations and Customer Support Specialist

Georgetown University • Washington, DC

381d • $39,936 - $59,696

About The Position

The Operations and Customer Support Specialist plays a crucial role in ensuring the smooth operation of office functions and delivering exceptional customer support. This position requires a problem solver with strong communication skills and a customer-centric approach, collaborating with various teams to enhance operational efficiency and improve customer service. The specialist will manage the customer service ticketing system, analyze data from customer interactions, and drive continuous improvement initiatives.

Requirements

• High School Diploma
• 2-4 years of experience required (or equivalent combination of education and work experience)
• Good working knowledge of PC operations with office and customer service experience
• Proficiency in Microsoft Office suite, with a mastery of Excel (vLookups, pivot tables, etc.)
• Excellent verbal and written communication skills with the ability to write clearly and concisely
• Strong interpersonal skills and attention to details
• Ability to multi-task and work under pressure in a complex, changing environment.

Responsibilities

• Oversee office operations and management, ensuring an efficient and organized workplace environment.
• Manage document imaging processes for student records, including training and supervising student workers and coordinating with schools for record retrieval and storage.
• Provide high-quality customer support by responding to inquiries, troubleshooting issues, and escalating complex problems as needed.
• Facilitate equipment distribution and inventory management, ensuring timely availability and proper tracking of tools and resources.
• Support cross-functional collaboration by working closely with departments such as OUR, CETS, OSFS, RR, and UIS to align goals and improve communication.
• Develop and maintain training materials, guides, and FAQs, while onboarding and training new team members.
• Assist in process improvement initiatives by evaluating workflows, analyzing data, and generating reports to identify opportunities for enhancement.
• Develop meeting agendas for the University Registrar and document minutes and action items for ongoing meeting series.
• Maintain calendars and assist with travel arrangements.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Retirement savings
• Tuition assistance
• Work-life balance benefits
• Employee discounts
• Voluntary insurance options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED