Call Center & Operations Specialist

• Job No:
524615
• Classification:Student Services Technician 3
• Grade:Grade 77
• Work type:On Campus, Staff Full-time
• Administrative Unit:University of Alaska Anchorage
• School/Business unit:UAA VC Student Affairs
• Location:Anchorage
• Categories: Student Affairs/Services

Position Summary:
The University of Alaska Anchorage (UAA) invites applications for the position of Call Center & Operations Specialist within the Office of the Registrar. The Office of the Registrar is a forward-looking group working behind the scenes to find and produce innovative ways to improve the student, faculty and staff experience at UAA. The Office of the Registrar maintains several software applications that assist in production of the university catalog, degree audits, registration, scheduling and more. Applicants should appreciate the structure policies and regulation provide and be ready to operate in a fast-paced, technology-rich environment aimed at generating efficiencies. We are looking for an effective all-around communicator with customer service experience, preferably in a call center, and the ability to learn web development skills, including design and maintenance (previous experience preferred). Applicants should have strong time management skills and the ability to organize a high-volume workload under the pressure of deadlines with regular interruptions throughout the day. Applicants are expected to address in their cover letter their current (last 3-5 years) experience and skill sets related to the use of technology and its relevancy to this position.

Duties:
15Other duties as assigned. On occasion, assist other areas within Enrollment Services with university programs and activities. Support the Enrollment Services front desk upon request by greeting visitors, answering questions, releasing documents in accordance with policy and procedures, and checking students in for more direct assistance from a specific area. Participate in university or professional staff development opportunities. Apply to become an Alaska Notary and serve Enrollment Services in this capacity. Respond to legal requests and provide student records, when appropriate, in coordination with University Registrar. Provide administrative support to the Office of the Registrar as needed and serve as a backup to the Administrative Assistant to the Associate Vice Chancellor upon request. Manage Office of the Registrar Google calendar.Essential 25Identify opportunities for improvement and programmatic outreach within the Office of the Registrar and collaborate on the changes. Develop, coordinate and implement outreach opportunities, primarily for students, to advance student success initiatives and educate them about the services the Office of the Registrar and Enrollment Services offer. Proactively propose beneficial changes to support Office of the Registrar processes and operations, helping ensure UAA and UA requirements and regulations are met. Crosstrain in a variety of Office of the Registrar areas and technological functions. Seek out and engage in opportunities to further knowledge of Enrollment Services functions and competencies. Coordinate annual updates to Office of the Registrar procedures manuals, and continue development and regular maintenance of the procedures manual specific to this position and its varied responsibilities. Monitor and track product inventory (transcript/diploma paper, honor cords, labels, envelopes, mailers, etc.) in partnership with Assistant Registrars and coworkers in other areas of the Office of the Registrar and assist with purchases and payment as needed. Coordinate regular staff meetings, and seek out and suggest opportunities for staff development and training.Essential 25Responsible for creating and maintaining all public information related to the Office of the Registrar. Create and maintain dynamic webpages using UAA's designated tools and systems that are designed to provide consistent messaging throughout. In partnership with University Registrar and Enrollment Services Communications Team, coordinate regular communication from the Office of the Registrar to students, staff and faculty to convey changes in policy, events, and/or timely general announcements. Create and maintain all Office of the Registrar forms in a variety of electronic mediums using different technical tools and software (DocuSign, NextGen, web forms, etc.).Essential 35Serve as the first point of contact for students, parents and the general public. Field the majority of calls made to the Office of the Registrar's main phone line, and manage the office's main email account and Facebook page. Provide quality customer service in a timely fashion. Maintain knowledge of university and Office of the Registrar policies and procedures so that accurate information is always communicated. Assist students and others by responding to questions and providing needed information or connecting the them with the appropriate resource(s). Analyze inquiries and offer resolutions related to a variety of topics where exceptions or alternative solutions are possible, contributing to an acceptable outcome. In coordination with others in Enrollment Services, review and analyze HappyOrNot statistics and create/disseminate other types of surveys to assess quality of service and propose possible improvements. At all times, uphold and abide by the Family Educational Rights and Privacy Act (FERPA) and communicate and enforce university policies, regulations and processes.

Knowledge, Skills, Abilities:

• Effective oral and written communication skills. Should be able to adapt communication style to suit different audiences.
• Ability to provide professional, courteous and accurate customer service in a fast-paced, high volume environment.
• Ability to learn and use third-party secure platforms to fulfill data requests and resolve errors.
• Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner.
• Strong computer, Microsoft Word/Excel/Teams, and Zoom skills. Experience working in a relational database preferred.
• Ability to work with individuals at all levels of the organization.
• Dedication to data integrity and accuracy.
• Ability to take lead on projects and communicate well with diverse populations.
• Ability to work independently and take initiative with minimal supervision.
• Time management skills and ability to organize a high-volume workload under the pressure of deadlines with regular interruptions throughout the day.
• Ability to learn web development skills, including design and maintenance. Previous experience preferred.
• Ability to think creatively, critically and logically to solve problems and juggle multiple tasks effectively.
• Detail-oriented and an inclination to question when instructions are unclear.

Preferred Experience & Education:
Two years of experience working full time in a post-secondary educational environment or equivalent customer service environment where rules and regulations are applied to individual customers. Experience working in a call center or similar environment, handling customer inquiries over the phone, in person and by email.

Required Experience & Education:
Associate's degree and two years relevant experience, or an equivalent combination of training and experience. Bachelor's degree preferred.

Salary Information:

This is a full-time, 12-month, non-exempt staff position complete with both a competitive salary and https://alaska.edu/jobs/benefits.php. New hires will be placed on the https://www.alaska.edu/hr/talent/files/fy23-salary-schedules/FY23_A4_Staff-Salary-Grid_com-Hrly-bi-ann_w-desc-rpt.pdf, Grade 77 (minimum $21.81/hr), based on education and experience.

Special Instructions to Applicants:

Please attach a cover letter, current resume, and contact information for three professional references. Applicants are expected to address in their cover letter their current (last 3-5 years) experience and skill sets related to the use of technology and its relevancy to this position.

Applications will be accepted for review on 06/09/2023; to ensure consideration, please apply by 11:55 PM, Alaska Standard Time on 06/08/2023.

*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual: http://www.alaska.edu/nondiscrimination

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

If you have any questions regarding this position, please contact Stephanie Brown, Student Affairs HR Coordinator, at mailto:sabrown2@alaska.edu

Applications Close: Open until filled

To apply, visit: https://apptrkr.com/4207151

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