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| Working Title: | Front Desk Manager |
| Official Title: | University Services Associate II |
| Employment Class: | University Staff |
| FTE: | 1.0 |
| Compensation: | 15.25 |
| Terms of Employment: | Continuous |
| Position Summary: | The Front Desk Manager will be a member of the University of Wisconsin Oshkosh undergraduate Admissions team. This position assists with processing new student applications, coordinates and manages the office reception area, schedules on-campus visits, maintains exceptional customer service for all guests and utilizes technology to track student records and maintain data. Standard work hours are Monday through Friday 7:45 a.m. to 4:30 p.m. |
| Responsibilities | Major Responsibilities Manage Front Desk operations
Coordinate on-campus visits
Respond to prospective students, families and other guests on admissions policies and procedures
Assist with application processing
Provide clerical support to the Admissions Office to include serving as the Employing Unit Coordinator for student workers.
Specific Tasks and Responsibilities
Oversee all front desk operations, ensuring exceptional customer service and adequate staff and student coverage at all times.
Answer two phone lines and provide accurate, timely and consistently positive feedback or referrals to callers.
Monitor Admissions email account and reply to a large volume of messages.
Check Admissions voice mail daily, responding to all messages in a timely manner.
Provide accurate referral information to admissions guests, phone and email inquiries.
Train and provide ongoing updates to staff and student employees who perform front desk responsibilities.
Assist with daily supervision of Titan Gold Corps student tour guides, summer ambassadors and other student employees who assist with the front desk operations on a regular basis.
Assist with hiring, training and scheduling of student workers who work at the front desk.
Coordinate timely and efficient processing and distribution of a high volume of daily mail.
Schedule individual daily campus visits and assist with special event registrations using Salesforce CRM system.
Generate follow-up communication with visitors by issuing parking permits and sending confirmation letters and emails via Salesforce.
Monitor and track daily visit and Saturday totals, closing or opening dates in Salesforce as needed.
Track and follow up with no-show appointments, cancellations and guests who need to be rescheduled.
Ensure that visit materials and visit bags are adequately prepared for guests.
Oversee daily visit board, which is a list of admissions guests for display in the hallway.
Utilize PeopleSoft, ImageNow, Salesforce CRM and other technology to assist callers, email and visitors with questions about application status, transcripts, or any other information related to freshman, transfer or re-entry student application processes.
Communicate admissions policies and procedures to prospective students, families, guests and other constituents using oral, written and electronic means.
Refer inquiries to admissions counselors, staff and other university offices as necessary. Maintain comprehensive information about the various referral sources.
Record all communication with prospective students in Salesforce CRM as needed to ensure accurate student inquiry history.
Hold campus authority rights for UW System electronic application.
Oversee the daily download of electronic applications and routing to the EPCS and imaging systems.
Assist with creating new student records using the student information system (PeopleSoft).
Evaluate incoming documents for completeness and identify inconsistencies and missing materials.
Prepare documents for imaging process.
Distribute application materials received to appropriate processors and examiners.
Serve as the Admissions Employing Unit Coordinator for student workers.
Maintain inventory and order office supplies for front desk and staff.
Manage and update central calendar of all staff via electronic calendaring system.
Schedule meetings and schedule space as necessary.
Accept payments delivered to the front desk and process receipts accordingly.
Collect, document and analyze statistics on visitors and communication forms using Salesforce CRM tools.
Collaborate with other staff to trouble shoot issues, develop efficiencies and capitalize on technology utilized in the execution of duties.
Perform miscellaneous duties as assigned by supervisor or designee. |
| Qualifications | |
| Required: | Required Knowledge, Skills and Abilities: Exceptional customer service skills
Excellent oral and written communication skills
Proven ability to work accurately and with strong attention to detail
Experience managing multiple tasks and effectively organizing work to meet numerous deadlines
Comfortable utilizing technology such as PeopleSoft, Salesforce, Microsoft Office, and Email in the execution of duties
Demonstrated commitment to diversity and inclusion
Capacity to learn new or changed processes or applications quickly |
| Preferred: | Preferred Knowledge, Skills and Abilities: Experience working in admissions or other related student services area at the post-secondary level
Experience utilizing technology such as PeopleSoft, ImageNow and Salesforce
Knowledge of UW Oshkosh
Experience accomplishing complex tasks in an active office environment |
| To Apply: | Applicants must submit the following documents using the online application: -Cover Letter -Resume -Three Professional References (Name, Title, Email, Phone) UWO is committed to building a culturally diverse employee workforce and strongly encourages women, minorities, individuals with disabilities, and veterans to apply. For questions regarding your application and additional options to apply, contact Human Resources at recruitment@uwosh.edu or 920-424-1166. |
| Application Deadline: | TO ENSURE CONSIDERATION: Applications received by Monday, August 26, 2019 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process. Incomplete and/or late application materials may not receive consideration. The University of Wisconsin Oshkosh does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact the Office of Human Resources. |
The University of Wisconsin Oshkosh is an equal opportunity/affirmative action employer. UW Oshkosh considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Reasonable Accommodation – If you anticipate needing any type of accommodation to participate in any portion of the College’s employment process, including completion of the online application process, please contact the Office of Equity & Affirmative Action at (920) 424-2296 in advance of your participation or visit. Determinations of requests for accommodation are made on a case-by-case basis. The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7). Employment will require a criminal background check. UW Oshkosh complies with the Wisconsin Fair Employment Act with regard to nondiscrimination on the basis of arrest and/or conviction record. For UW Oshkosh campus safety / security information, see University Police Annual Report, or call the Human Resources Office at (920) 424-1166 for a paper copy.