Coordinator III, Call Center and Welcome Center Desk

About the Role

The Coordinator III, Call Center and Welcome Center Desk provides oversight and facilitation of day-to-day and some long-term operations within the Call Center and Welcome Center/Desk, playing a strong role in leading, planning, developing, evaluating, and improving assigned areas of responsibility. May be responsible for the success of the assigned area, ensuring smooth and efficient operations as well as compliance with policies, procedures, and applicable local, state, and federal regulations. Coordinates logistics, services, and support surrounding significant/diverse programs or departments. Makes and communicates process decisions based on best practices.

Responsibilities

• Oversees daily and some long-term operations of the Call Center and Welcome Center Desk.
• Actively maintains up-to-date knowledge of area and acts as a Subject Matter Expert within area and as a point of contact and liaison for internal and external constituents.
• Coordinates and supports Call Center and Welcome Center/Desk operations to create a welcoming environment, promote a sense of belonging, and provide a positive experience for new and continuing students, parents, families, community partners, and campus guests.
• Performs research relevant to area of specialty. Develops, monitors, and maintains a variety of spreadsheets, databases, and reports. Presents findings to internal and external constituents, which may include LSCS Managers/Executives, community members, and/or outside groups and organizations.
• Supervises, trains and develops department staff. Schedules and prioritizes work and activities and develops and organizes training materials.
• Serves as a resource for prospective first-time college students by reviewing admissions data, documents, and holds, providing guidance, and coordinating required steps to prepare students for campus visits.
• Monitors and evaluates Call Center and Welcome Center/Desk operations, including developing methods of evaluation and tracking and analyzing performance metrics and trends. Resolves escalated customer service issues and makes recommendations for revisions to processes, staffing, objectives, and strategies to support efficient operations, quality customer service, and continuous improvement.
• Coordinates and manages various department and management calendars and schedules. Plans, schedules, and coordinates various meetings/seminars/events, including site selection and preparation, marketing and training materials, and general support.
• Monitors and controls resources such as office supplies and equipment needed within the department. Submits requisitions and reviews and approves/denies purchase requests in accordance with the budget.
• Manages or assists with management of the department budget.
• Participates in and/or leads special projects and new program development as needed.
• Responsible for other reasonable related duties as assigned.

Qualifications

Required:

• Bachelor's Degree and at least 1 year of related work experience, or an equivalent combination of experience and education.
• All applicants must reside in Texas.

Preferred:

• Experience working in admissions, advising, or student records for a higher education institution.

Skills

• Strong attention to accuracy and detail
• Excellent knowledge of general office and software applications
• Ability to prepare and analyze reports
• Possesses excellent organizational skills
• Strong multi-tasking abilities with the ability to prioritize duties
• High level of customer service

Physical Requirements & Work Conditions

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, such as papers, books, or small parts, or driving an automobile. No special physical demands are required to perform the work.

Equipment used includes PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment. Interface with internal and external contacts as needed to carry out the functions of the position. Work is performed in a climate-controlled office with minimal exposure to safety hazards.

Pay

Hiring salary range is $48,152 - $55,375. Where your salary offer would fall in that range is determined by your related experience and education. The resume submitted in the application process will be utilized to calculate your salary offer. Your resume should provide a complete picture of your work experience, including for each position: length of time (specific months and years) of employment, whether the position was full time or part time, whether the position was paid or unpaid, level of degree completed including date earned, and unofficial transcript for highest earned degree. Any certifications listed as required or preferred in the job description should be included in the resume submitted.

Benefits

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.