Front Desk Manager and Enrollment & Records Support Specialist Job in University of Colorado Boulder at Boulder, CO

Website University of Colorado Boulder

This Job listing For Year 2022 is about University of Colorado Boulder in Boulder, CO

About the job

This position exists to provide Enrollment and Records Services (ERS) with consistent and professional representation of the Office of the Registrar to clients, both internal and external; to provide front-line customer service and internal backup support for enrollment and records services for all programs and services supported by the ERS area. This position is responsible for the investigation and interpretation of ERS polices and procedures using critical thinking and analytical skills to provide excellent written and face-to-face customer service. This position provides skilled support to students, parents, alumni, staff, faculty and the public regarding registration procedures and policies. This position requires a deep understanding of Boulder campus administrative offices, academic schools/colleges, various other programs, as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, communications and deadlines. This position manages the front desk team. The position hires, trains and manages 10-15 student employee-customer support specialists This position collaborates with the call center manager to ensure consistency of support across the department.

This position is responsible for applying situational analysis and decision-making to current processes that require automation and improvement. This position will be responsible, in-tandem with the Call Center Manager, for creating a ticketing system for customer interactions, collecting data metrics of interactions, and then improving policies and processes in order to better serve customers. This position is considered a hybrid work position working both remotely and in person. Due to the customer service nature of the role, this individual will be expected to provide in-person front desk support a minimum of 3 to 4 days per week. The front desk manager oversees front desk operations and will be expected to provide in-person coverage for staffing the front counter including providing backup for staff and student worker vacations, sick days, etc.

Who We Are

The Office of the Registrar, in support of the educational mission of the University of Colorado Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and superior service to students and other stakeholders.

What Your Key Responsibilities Will Be

Front Desk Manager and Assistant Call Center Manager:

  • Provide progressive management and leadership, motivating and directing the front desk team within a complex service-oriented setting.
  • Supervise 10-15 student employees, including hiring, training, evaluations, corrective actions, and daily supervision.
  • Motivate and educate the team to understand their roles and responsibilities in helping CU Boulder and the office meets its goals, live up to its mission and creed, and contribute to a positive working and learning environment.
  • Build and share the front desk schedule, staff escalation contacts and assignments.
  • Maintain a repository of consistent responses to common questions for use by the Enrollment and Record Services (ERS) customer service team.
  • Maintain documentation for hiring, evaluation, and daily duties of front desk team.
  • Delegate responsibilities effectively to maximize own efficiency and to develop all team members’ abilities and experience.
  • This position may also supervise 1 to 2 temporary staff or 1% staff.
  • Research current customer service practices, especially pertaining to higher education administration and support offices, to ensure that the ERS area and the Office of the Registrar meet or exceed customer expectations.
  • Supervise front desk student staff in the collection of metrics, both quantitative and qualitative.
  • Collect and analyze data on issues to identify common themes and work to address underlying causes.
  • Observe and document processes related to customer service, communication and front desk-specific operations to inform department-wide business process analysis.
  • Utilize skills and knowledge of desired customer service outcomes and process workflow volumes to interpret current resource usage and identify areas of opportunity.
  • Make recommendations for improved procedures, technologies, communications and metrics designed to improve customer experience and satisfaction.
  • This position will also act as the Assistant Manager to the Call Center manager, providing backup support to the Call Center Manager.

Communication/Customer Service:

  • Use independent judgment and problem-solving skills to represent the university and department through customer facing interactions.
  • Uses knowledge of principles and processes for providing customer services.
  • This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Support integration of ERS and Tuition Classification customer service operations, research and apply current customer service best practices, and gather and assess qualitative customer data to continuously improve the service level of the office.
  • Must maintain a current and accurate knowledge of multiple services, regulations/laws/policies, and service level agreements, such as registration, drop/add, FERPA, College Opportunity Fund (COF), residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, education abroad, and more.
  • Research answers when uncertain to ensure complete accuracy of information disseminated.
  • Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement.
  • Troubleshoot and problem solve registration-related and area-specific questions and issues.
  • Handle non-routine registration situations, disseminate important registration-related program information to Office of the Registrar staff, and support the CU-SIS Development Team as necessary to resolve registration and/or program issues.

Enrollment and Records Services:

  • Provide support to enrollment specialists for the purpose of backup as well as business process improvement by understanding and evaluating current processes for efficiency and effectiveness.
  • This position will be the primary lead for the following enrollment processing duties: enrollment and degree verifications, grade roster corrections, course reservations, record changes and updates, graduate program changes, intercampus enrollment, and selective service certification.
  • This position will assist with withdrawals, Education Abroad, Intra-university transfers (IUTs) and other registration and records-related processing.
  • Assist in administering COF requests by researching and reconciling COF record errors through data comparisons, suggesting discrepancy resolutions, and assisting with COF error reporting.
  • This position is responsible for managing and reviewing incoming as well as tracking workflow, finding and resolving errors with campus constituents, and collaborating with co-workers.
  • This position helps manage the distribution of work amongst five staff members.
  • Collect and maintain metrics on work processed and received, and errors on forms.
  • Document and make recommendations for improved procedures, technologies, communications and data collection.

Business Process Improvement:

  • Support the office by recommending enhancements and improvements to student transactions and systems through data-driven proposals.
  • This includes recommendations to web software, portal interfaces, student web transactions, workflow processes and more.
  • Design set of operations used to complete business system analysis, evaluating the feasibility, compatibility, performance, and cost-effectiveness of potential system configurations, consulting with users to determine their needs and presenting project results, with recommendations on implementation.
  • Requires consulting with end-user staff and students, understanding, and interpretation of departmental technology, mission, goals, and objectives.
  • Through data-informed analysis, design enhancement proposals for departments based on quantitative and qualitative data collected from department metrics.
  • Use on-campus technology to automate or improve processing or services, or recommend cost-effective platforms.
  • Meet with content owners and other campus constituents as necessary to ensure the implementation of new process improvements.
  • Create or collaborate on implementing automated tools to efficiently process large amounts of data.
  • Use metrics to also update forms, workflows, and other processes that are not suitably meeting customers’ needs.
  • Understand data and tools utilized to recognize when code-based tools aren’t functioning properly and perform basic troubleshooting operations.
  • Work with campus, system and office technology and reporting departments to maintain and update automated processes, as needed.

What You Should Know

  • All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.
  • This position is expected to be on campus primarily with the opportunity for hybrid days.

What We Can Offer

  • The salary range for this position is $45,000-$49,000.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment.

What We Require

  • A bachelor’s degree from an accredited four-year institution or equivalent combination of education and experience.

Please apply by February 28, 2022, for consideration.

Company: University of Colorado Boulder

Vacancy Type: Full-time · Associate

Job Location: Boulder, CO

Application Deadline: N/A

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