Writing Resource Center/Tutoring Center Administrative Support Assistant

CSU Careers•Bakersfield, CA

1d•Onsite

About The Position

Under general supervision of the Associate Vice President for Academic Affairs, Dean of Academic Programs, and under lead direction of the University Tutoring Services Coordinator, the Administrative Support Assistant II provides the full range of moderate to complex clerical and administrative support for the daily operations of the Writing Resource Center and Tutoring Services. The incumbent serves as the primary administrative point of contact for students, faculty, and staff, coordinates front office operations, maintains records and scheduling systems, compiles operational data, and provides lead direction to student assistants. The position exercises independent judgment in applying established policies and procedures, prioritizing workload, and resolving routine operational issues.

Requirements

High school diploma or GED
Three (3) years of recent (within five years) experience in an office environment.
Regular and reliable attendance is required.
Experience to be proficient in performing most or all work assignments.
General working knowledge of applicable university infrastructure, policies, and procedures.
Thorough knowledge of office methods, procedures, and practices.
Fluency in using standard office software packages.
Ability to learn, interpret independently, and apply a variety of complex policies and procedures.
Able to identify deviations from applicable policies.
Ability to apply independent judgment, discretion, and initiative to address problems and develop practical, thorough and, at times, creative solutions.
Ability to perform standard arithmetic functions of a transactional nature, including tracking and comparing data.
Ability to serve as a front-line contact with a variety of campus and community individuals requiring active problem solving and effective interpersonal skills.
Demonstrated competence in effectively presenting standard information in writing.
Demonstrated competence in understanding, interpreting, and communicating procedures, policies, information, ideas, and instructions.
Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
Excellent communication skills; ability to effectively communicate information in a clear and understandable manner.
Thorough knowledge of English grammar, spelling, and punctuation.
Ability to interpret, communicate and apply policies and procedures.
Ability to maintain a high degree of confidentiality.
Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
Working knowledge of or ability to quickly learn University infrastructure.
Must be willing to travel and attend training programs off-site for occasional professional development.
Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs.
May be called back periodically to perform work as needed on an emergency basis.

Nice To Haves

Bilingual communication abilities in Spanish and English.
Demonstrated skills in an institutional/educational environment possessing a customer-oriented and service-centered attitude.

Responsibilities

Serve as the primary front office contact for the Writing Resource Center and Tutoring Services, responding to inquiries in person, by phone, and via shared email accounts.
Provide accurate and general information regarding tutoring services, scheduling procedures, eligibility requirements, and campus resources. Refer complex or sensitive matters to appropriate professional staff.
Independently triage and resolve routine problems related to appointments, tutor availability, and student access issues in accordance with established procedures.
Draft and send routine correspondence, confirmations, and notices to students, faculty, and staff.
Receive, sort, and distribute mail and internal communications.
Maintain organized paper and electronic filing systems in compliance with university records retention guidelines.
Prepare, format, copy, and distribute program materials, forms, and informational documents.
Ensure confidentiality of student records and other sensitive information in accordance with FERPA and university policy.
Monitor office supplies and initiate replenishment requests as needed to maintain continuous operations.
Coordinate and maintain tutoring schedules across multiple service areas using designated scheduling systems (e.g., RunnerConnect or equivalent).
Schedule student tutoring appointments, confirm attendance, and update appointment records.
Monitor tutor availability and adjust schedules to ensure adequate service coverage.
Identify scheduling conflicts and independently resolve routine issues. Escalate unusual or policy-related concerns to the Coordinator.
Maintain accurate records of tutoring visits and appointment history for reporting purposes.
Prepare and maintain operational forms and documentation required for tutoring center functions, including student assistant hiring paperwork, confidentiality agreements, and access forms.
Collect, review for completeness, and submit student assistant timesheets in accordance with payroll deadlines and procedures.
Track submission timelines and follow up with student assistants regarding missing or incomplete documentation.
In the absence of the Coordinator, provide procedural guidance to student assistants regarding office processes, scheduling practices, and customer service expectations.
Provide day-to-day lead direction to student assistants by assigning clerical tasks, monitoring workflow, and ensuring timely completion of assigned duties.
Train student assistants on front desk procedures, scheduling systems, confidentiality requirements, and customer service standards.
Monitor quality and consistency of work and provide feedback within established guidelines. Refer performance concerns or disciplinary matters to the Coordinator.
Extract and compile tutoring usage data from designated tracking systems (e.g., RunnerConnect).
Prepare routine reports and data summaries to support assessment of tutoring utilization and outreach campaigns.
Ensure accuracy and completeness of entered data. Identify discrepancies and resolve routine errors.
Maintain organized electronic data files to support ongoing reporting needs.