1268 Customer Services Manager - Admissions

POSITION IDENTIFICATION

TITLE Customer Service Manager - Admissions

CLASSIFICATION NUMBER 1268

GRADE 41

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR Admissions Coordinator, Customer Service and Events

MAJOR ADMINISTRATOR Director of Admissions

MAJOR FUNCTION

The Customer Service Manager-Admissions assists the Admissions Coordinator – Customer Service and Events in managing and supervising all aspects of customer service, including student and guest relations, phone communications, and admission document handling, and admission operations functions for the Office of Admissions. The Customer Service Manager-Admissions responds to and resolves issues related to admissions and ensures quality service is given to each person. The Customer Services Manager-Admissions supports the smooth operation of the front desk and physical facilities of the Office of Admissions and the Welcome Center, provides for necessary oversight as needed, and assists in ensuring that the facilities are well staffed and well-maintained at all times. The Customer Service Manager-Admissions assists the Admissions Coordinator – Customer Service and Events in managing and supervising staff hired to support front desk operations, as well as developing and maintaining opening and closing procedures.

MINIMUM ACCAPTABLE QUALIFICATIONS

Education: A bachelor’s degree is required.

Experience: No specific work experience is required; however experience with Missouri State University academic programs, facilities, student activities and organizations or work experience in college admissions and recruitment at a regionally accredited institution is preferred.

Skills: Demonstrated supervisory and administrative ability is required. Strong interpersonal, verbal, and written communication skills are required. Proficiency in the use of computer information systems and a basic understanding of hardware maintenance is required. The ability to learn and follow complex procedures and detailed policies is required. Effective decision making skills are required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: This position will be based in the Office of Admissions but working with both the Welcome Center and the Office of Admissions, requiring at least daily travel between the two buildings. This position occasionally lifts and moves heavy and/or bulky materials and equipment for presentations and events, answers inbound phone calls, and works at a computer work station.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assists in managing and supervising service standards and guest relations for the Office of Admissions and the Welcome Center by overseeing point-of-contact, admission document handling, customer relations, and inbound calls and providing assistance and support for campus visits and admissions administrative operations.

2. Ensures the efficient and effective operation of the Office of Admissions and the Welcome Center by understanding all facets of admission and campus visit operations, assigning staff to meet the needs of students and guests, supervising front desk staff, responding to and resolving customer services issues, responding to the needs of guests, and resolving disruption of services.

3. Ensures that Office of Admissions’ procedures and policies are followed in the Welcome Center, including policies regarding application decisions, FERPA compliance, and document and payment handling.

4. Improves service, increases customer satisfaction survey results, and meets the needs of the Office of Admissions and the Welcome Center by recommending development of or revisions to customer service-related policies and procedures as needed.

5. Serves as a point of contact for the Office of Admissions and the Welcome Center by answering questions and providing information on admission and the campus visit process.

6. Schedules student and part-time front desk workers.

7. Promotes a positive image of the Office of Admissions and the Welcome Center by maintaining continuously attractive and convenient facilities, including the general cleanliness of all areas, an orderly conference room, and a helpful and efficient front desk area.

8. Coordinates the proper resources to handle any necessary repairs or maintenance to the Office of Admissions and Welcome Center.

9. Promotes a positive and productive faculty/staff/student/guest relationship through effective communication and management.

10. Serves as manager by performing nightly closing duties, some opening duties, and working occasional Saturdays and assumes other management team duties by providing guidance to staff regarding admissions policies, procedures, and campus visit operations.

11. Contributes to a work environment that encourages knowledge of, respect for, and the development of skills to engage with those of other cultures or backgrounds.

12. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Admissions Coordinator, Customer Service and Events.

13. Supports the continued success of the Office of Admissions and the Welcome Center by performing all other duties as assigned.

SUPERVISION

The Customer Service Manager-Admissions is supervised by the Admissions Coordinator, Customer Service and Events and supervises front desk staff, graduate assistants, and student employees.

OFFICE OF HUMAN RESOURCES

REVISED AUGUST 2015

JOB FAMILY 4

Factor 1: Professional Knowledge, Skill, and Technical Mastery

Level 1 - 500 Points: Knowledge of principles, processes, methods, and procedures associated with a limited range of healthcare, technical, scientific, administrative support, communications, or social science program objectives or common problems. Knowledge permits the employee to complete routine medical and healthcare procedures, common administrative support tasks, operate basic equipment and instruments, carry out a variety of interrelated tasks and recurring assignments, assist individuals, answer common questions, and/or elicit information from a variety of sources. Professional knowledge, skill, and technical mastery at this level are typically acquired through a combination of formal education and/or training and experience beyond a high school diploma.

Factor 2: Supervisory Responsibility

Level 2 - 130 Points: Regular, but limited, supervision, training, or directing the work assignments of (a) small numbers of student, part-time or temporary workers, or (b) one or more permanent, full-time employees. The nature of supervision is largely confined to scheduling work and assigning tasks. Supervision at this level typically does not include a full range of supervisory responsibilities, and supervisory duties typically do not consume a large portion of the work day.

Factor 3: Interactions with Others

Level 3 - 250 Points: The purpose of interactions is to advise or counsel others to solve recurring and structured problems, and/or to plan or coordinate work efforts with other employees who are working toward common goals in situations where relationships are generally cooperative. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public. These types of interactions require normal interpersonal skills.

Factor 4: Job Controls and Guidelines

Level 2 - 250 Points: The employee carries out a group of procedures using the general methods and desired results indicated by the supervisor. Typically, standard operating procedures, handbooks, and/or reference manuals exist for most procedures, but the employee must select from the most appropriate of several guidelines and make minor adjustments to methods. Unforeseen situations are normally referred to others for resolution. Assignments are related in function and objective, but processes, procedures, or software varies from one assignment to another. Based on the assignment, the employee uses diverse, but conventional, methods, techniques, or approaches. Employees in jobs at this level may perform work that is moderately complex, but normally performed within a fairly narrow and specific functional area.

Factor 5: Managerial Responsibility

Level 2 - 400 Points: Work involves services including collecting, processing, and disseminating information and providing advice to others. Work activities may be complex and likely affect the accuracy, reliability, or acceptability of further processes or services to the extent that others rely on the advice given in order to make decisions. Work activities typically affect the efficiency of the department but have relatively minor effects on operations within the cost center. Individuals in jobs at this level are often responsible for actively documenting, monitoring, and controlling expenditures. Incumbents may recommend minor expenditures, but have no substantive authority over budgets.