Registrar Assistant and Customer Support Specialist

Georgetown University•Lexington, MA

8d•$47,586 - $87,558•Onsite

About The Position

The Registrar Assistant and Customer Support Specialist plays a critical role in advancing both administrative efficiency and exceptional service delivery within the Office of the University Registrar (OUR). Reporting to the Deputy University Registrar, this position streamlines office workflows, manages complex scheduling requests to optimize classroom and academic space usage, and analyzes ticketing system data to support ongoing process improvement. As a key representative of the OUR, the Specialist manages non-academic classroom reservations, maintains accurate website information. This role is also responsible for directing document imaging workflows for student records, ensuring data integrity, and leading technical writing efforts to document Standard Operating Procedures (SOPs) and develop targeted training plans. Operating in a fast-paced campus environment, this position collaborates closely with partners such as CETS-UIS and the Student Services Center to provide responsive, high-quality support to faculty, staff, and students.

Requirements

Bachelor’s Degree and 2–4 years of experience in a professional office environment.
Experience within a Higher Education setting is strongly preferred.
An equivalent combination of education and relevant work experience will be considered.
Advanced proficiency in the Microsoft Office Suite, with a documented mastery of Excel (including the ability to perform vLookups, create pivot tables, and manage complex datasets).
Strong working knowledge of PC operations and the ability to quickly learn proprietary university systems and ticketing software.
Excellent oral and written communication skills with the specific ability to write clearly, concisely, and professionally for a variety of audiences (faculty, students, and external vendors).
Superior interpersonal skills to facilitate collaboration across diverse departments and handle conflict resolution with diplomacy.
Exceptional attention to detail and a high degree of accuracy in data entry and record-keeping.
Proven ability to multi-task and prioritize competing deadlines in a high-pressure, complex, and rapidly changing campus environment.

Responsibilities

Manage high-volume classroom requests from faculty, student groups, and outside organizations
Coordinate billing for external and internal groups and represent the office in major planning committees like New Student Orientation (NSO) and the Summer Planning Group.
Act as the primary point of contact for the administration and analysis of the customer service ticketing system.
Develop user dashboards to monitor ticket resolution status and assist all staff to resolve inquiries via email, phone, and chat, escalating complex technical issues to senior leadership and other departments as required
Oversees document imaging processes for student records, including supervising student workers, coordinating record retrieval across schools, and ensuring a high standard of data accuracy.
Provides essential support for record retention and FERPA compliance by conducting annual reviews and reporting office adherence to audit requirements. Also contributes to periodic assessments of record-keeping practices to promote continued operational efficiency.
Analyze interaction data and operational workflows to identify bottlenecks. Generate reports on service outcomes and equipment performance to suggest actionable improvements
Oversee daily office operations, including inventory tracking, equipment distribution, and maintenance schedules to ensure the workplace is organized and fully resourced
Develop comprehensive training guides, FAQs, email response templates, and OUR staff SOP manuals. Lead the onboarding process for new team members to ensure proficiency in office procedures and equipment usage
Document OUR Standard Operating Procedures (SOPs) and collaborate with each unit to develop targeted job aids and comprehensive training plans to ensure consistency and efficiency across operations