Manager-Customer Service

Manager - Customer Service

STATUS: Full-time, Exempt

DEPARTMENT: Admissions and Strategic Partnerships

LOCATION: Grand Rapids, W.A. Lettinga ***This is an in person position***

REPORTS TO: VP - Admissions & Strategic Partnerships

SALARY: $43,000

SUMMARY

This position is primarily responsible for overseeing and operating the University welcome desk at the W.A. Lettinga location as an extension of Admissions and Strategic Partnerships. Whether greeting, connecting guests to Davenport resources, or making arrangements for an on-campus event, the manager and their welcome desk team enthusiastically represent Davenport University. The manager and team further contribute to the mission of the Admissions and Strategic Partnership teams through office coordination and project work. The manager and/or team may perform limited administrative and project work for other student services departments or general scheduling, logistics, budgetary or short-term projects for the University. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values, which include diversity, equity, and inclusion.

RESPONSIBILITIES

• Represent the university at the welcome desk, conducting visitor check-in, and responding to inquiries from faculty, staff, students, and guests in person, via phone or email. Make every effort to connect the inquirer to Davenport resources and team members to meet their needs.
• Coordinate the staffing schedule and work assignments for the welcome desk staff and students in support of campus traffic flow, scheduled events, and priorities.
• Engage direct reports to accomplish the following responsibilities as needed for cross-training and covering time away from work.
• Collaborate with Admissions leadership to support enrollment events, campus tours, projects, and office coordination in some or all of the University locations as needed.
• Serve as a primary point of contact for scheduling room reservations and internal events on the W.A. Lettinga campus in collaboration with executive administrative assistants and representatives from academics.
• Share administrator rights to the current EMS scheduling tool with a small team.
• Oversee the coordination of non-athletic external events at the W.A. Lettinga campus following the university policies and guidelines.
• Collaborate with university departments, including Public Safety, Dining, IT, and Facilities, as needed for event logistics and excellent implementation.
• Draft, review, and/or edit Admissions correspondence, reports, and materials for communication or publication.
• Serve as a point of contact within Admissions for financial and procurement support such as tracking and reconciling expenditures, facilitating pro-card and expense reimbursement requests, and processing purchase order requests.
• Serve as a point of contact within Admissions for administrative support functions such as ordering supplies, reserving conference rooms, and assisting in event scheduling support.
• Provide back-up to other university points of contact in similar roles, and rely on them to provide back-up for you to cover time away from work.
• Provide limited regular or intermittent support for reports, planning, projects or correspondence for student services leadership such as Advising, Student Financial Services, Career Services, and the Center for Campus Life.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC, and national affiliations associated with athletics or other role-specific regulations.
• Provide GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University's Cultural Values.
• Perform other duties as assigned.

QUALIFICATIONS:

• High School Diploma required. Additional education and/or equivalent relevant work experience preferred.
• Previous experience working as an office manager and/or administrative assistant is required.
• Ability to provide excellent customer service and maintain confidentiality.
• Demonstrated experience successfully organizing a complex workload for oneself and a small team, handling multiple demands efficiently and with professionalism.
• Demonstrated ability to maintain a professional appearance and manner.
• Demonstrated ability to work accurately and effectively with computerized data systems.
• Ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Excellent interpersonal, communication, and presentation skills, both written and oral, which transcend diverse audiences.
• Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
• Demonstrated motivational and problem-solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the University.
• Primary work schedule is 8:00 a.m. to 5:00 p.m. Must be able to cover shifts as needed up to 6:30 p.m. and occasional Saturdays to assist with on-campus recruiting events.
• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).
• No regular lifting requirements, occasional lifting up to 20 pounds.

DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER

Revised: July 1, 2022

To apply, visit https://apptrkr.com/6128489

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