Front Counter Lead
3 weeks ago
We are seeking a highly skilled and experienced Front Counter Lead to join our team at California State University. The successful candidate will be responsible for providing exceptional customer service to prospective and admitted students, as well as their families and campus entities.
Key Responsibilities- Coordinate with Parking Services staff to ensure smooth parking and transportation arrangements for prospective guests.
- Monitor and maintain monthly and daily coverage schedules to support the department's customer service needs.
- Assist with hiring and onboarding new Student Paraprofessionals for the unit.
- Provide lead work direction, training, and guidance to new Student Paraprofessionals.
- Monitor daily Contact Service Query (CSQ) telephone reports to ensure all calls are being answered within 2 minutes.
- Utilize comprehensive knowledge of the university infrastructure, policies, and procedures to create training guides and manuals.
- Review customer service chatbot performance reports to identify areas of improvement.
- Interpret and apply policies and procedures independently to troubleshoot prospective and admitted student questions.
- Track phone inquiries to continuously update the FAQ's and equip the front counter student paraprofessionals with accurate information.
- Coordinate and provide excellent customer service to prospective and admitted students, including their families and campus entities.
- Monitor the Counseling appointment system and help prospective students navigate the platform.
- Collaborate with Admissions and Outreach Counselors to maintain case escalations and ensure a seamless experience for prospective students.
- High school diploma or equivalent and five years of progressively responsible experience in general office clerical or secretarial work.
- Comprehensive and detailed knowledge of the university infrastructure, policies, and procedures.
- Thorough mastery of English grammar, punctuation, and spelling.
- Expertise in using office software packages, technology, and systems.
- Ability to interpret and apply policies and procedures independently and use judgment and discretion to act when precedents do not exist.
- Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.
- Ability to understand problems from a broader perspective and anticipate the impact of office administration problems and solutions on other areas.
- Ability to perform business math, analyze budgetary data, and make accurate projections requiring some inference.
- Ability to use negotiation and persuasion skills to achieve results and expedite projects.
- Bilingual, written and spoken.
The salary offered will take into account internal equity and experience among other factors. The CSU system provides a comprehensive benefit package that includes medical, dental, and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year.
Full-time/Non-Exempt/Probationary. Academic year schedule: Monday through Friday (7:30 am - 4:00 pm), some evenings/weekends. Summer schedule: Monday through Thursday (7:00 am - 5:30 pm), some evenings/weekends.
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