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Admission Events & Customer Service Coordinator

Employer
Chapman University
Location
California, United States
Salary
Salary Not Specified
Posted Date
Jun 28, 2022

View more

Position Type
Administrative, Business & Administrative Affairs, Business & Administrative Support, Community Relations & Institutional Outreach, Auxiliary Services, Conference & Special Event Administration, Student Affairs, Admissions, Enrollment, Retention & Registrar
Employment Type
Full Time
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Posting Details

Position Information

Position Title

Admission Events & Customer Service Coordinator

Position Type

Staff

Job Number

SA3222122

Full or Part Time

Full Time

Employee Status

Regular

Posting Date

06/28/2022

Position Summary Information

Job Description Summary

The Admission Events & Customer Service Coordinator supports Office of Admission events and serves as one of the leaders of our Admission Service Team.

The Service Team includes both staff members and over a dozen students who provide customer support to prospective students, families and counselors via email, phone, text messaging and chatbot.

Responsibilities

SERVES AS ONE OF THE LEAD MEMBERS OF THE ADMISSION SERVICE TEAM
  • Assists in the creation and implementation of customer service training materials, processes and other documentation relating to areas such as email, phone and text communication, as well as office operations to support the Office of Admission
  • Audits and updates customer service communications, such as snippets/canned answers used in emails, texts and the university chatbot.
  • Foster a friendly and customer-centric environment where the service team is inspired and empowered to go above and beyond to assist Admission audiences.
  • Serves as one of the trainers of service team student members who helps review service team members’ communication to ensure accuracy and quality of work.
  • Answers office emails and phones, and serves as a live chat agent, on an as-needed basis.
  • Stays up-to-date on Admission and university updates. Documents and distributes relevant office and university updates on a regular basis to service team members.
  • Oversee processes for the service team members to assist office operations, such as making room reservations, updating calendars and mailing packages.
  • Leads or supports new customer service initiatives, and helps identify and implement new processes and technology to continue optimizing customer service operations.
HELPS PLAN AND SET UP OFFICE OF ADMISSION EVENTS
  • Works with undergraduate counseling team members to plan select events, including our counselor visit opportunities
  • Assists in logistical planning for fall and spring counselor travel events, including liaising between admission counselors and event venues to finalize location details.
  • Works with the Office of Admission events team to plan and set up various in-person and virtual events, which can include campus visits or information sessions hosted by other Chapman departments.
SUPPORT OFFICE OF ADMISSION VISITOR CENTER
  • Works with Welcome Center Coordinator to support guest services and coordinator for the Admission Welcome Center.
  • Serves as lead staff member in Visitor Center on an as-needed basis (approximately one day a week) to check-in guests, assign guests to tours and oversee punctual tour and visit experience departures/start times.
Required Qualifications
  • A bachelor’s degree or equivalent with a minimum of two to three years of experience in providing customer service and/or operational and program support, or an equivalent combination of education and experience.
  • Excellent organizational skills to improve services, motivate team members and connect with diverse constituents.
  • Ability to thrive in a fast-paced environment with flexibility and adaptability to changing deadlines and urgent priorities. Excellent written, verbal and interpersonal skills with an ability to work effectively with others.
  • Ability to demonstrate tact and diplomacy, as well as maintain a high level of confidentiality.
  • Results-oriented mindset with the ability to work both independently and as a team member
  • Attention to detail, with the ability to organize, prioritize and be self-directed in handling multiple projects
  • Ability to coordinate and work with student staff, including mentoring and providing frequent feedback.
Desired Qualifications
  • Experience in a higher educational setting or non-profit. Knowledge or working experience of higher education admissions. Experience with Slate or other Admission CRM / tour scheduling software.
  • Strong technical skills and interest is using technology to improve processes. Knowledge of Chapman University policies and procedures pertaining to the duties of the position.
Special Instructions to Applicants

Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.

The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.

Minimum Number of References

Maximum Number of References

Pre-screening Questions

Required fields are indicated with an asterisk (*).

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. Letter of Recommendation 1
  2. Letter of Recommendation 2
  3. Letter of Recommendation 3


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