Campus Operations Coordinator

Bethune-Cookman University; Daytona Beach (FL); On-site; USD 40,000 - 52,000; Full time

Job summary

Bethune-Cookman University is seeking a Campus Operations Coordinator to manage the main phone line, switchboard, and directory. You will provide first-line information to callers, route inquiries to the appropriate offices, and support emergencies using established university protocols.

In this role you will train student workers, schedule coverage during peak periods, and maintain SOPs and scripts to ensure consistent, professional service across all campus communications.

Qualifications

• Bachelor's degree or 8 years of relevant work experience.
• Four years of experience answering a multi-line phone system, switchboard or reception desk.
• Working knowledge of Microsoft 365 (Outlook, Word, Excel, Teams).
• Clear, courteous phone voice and professional customer service under high call volume.
• Discretion with confidential information, including student records (FERPA).

Responsibilities

• Operate the University's main phone line, switchboard and multi-line console during all scheduled hours.
• Answer calls promptly with a professional University greeting.
• Screen and transfer calls to correct office on first contact.
• Provide general information: offices, hours, dates, events and directions.
• Take messages and ensure follow-up; log escalated calls.
• Track call volume and peak times; send weekly summaries to AVP.
• Maintain the campus directory, call-routing guide and after-hours scripts.
• Coordinate extension, voicemail changes with CIT; report issues.
• Greet walk-in visitors and route to the right office.
• Support emergencies with university protocols and 911 transfers.

Skills

Phone switchboard experience

Customer service

Attention to detail

Calm under pressure

Education

Bachelor's degree or 8 years of relevant work experience

Tools

Microsoft 365 (Outlook, Word, Excel, Teams)

VoIP/PBX console

Ticketing system

Online directory management

Job description

Job Title: Campus Operations Coordinator

Division: Division of Operations, Office of the AVP of Operations

Reporting Structure: Associate Vice President of Operations

JOB SUMMARY

B-CU serves roughly 3,300–3,500 students plus families, applicants, alumni, vendors and community members, and most of them reach the University first by phone. A professionally run switchboard keeps those callers from being lost between offices, which matters most during enrollment, move-in and emergencies. The role does not oversee facilities, vendors, human resources or technology. It connects callers to the offices that do, and tracks that their requests reach the right place.

ESSENTIAL FUNCTIONS:

• Operate the University's main phone line, switchboard and multi-line console during all scheduled hours.
• Answer every call promptly with a consistent, professional University greeting.
• Screen and transfer calls to the correct office or person the first time, without dropped or misdirected calls.
• Give callers accurate general information: office locations and hours, key dates, events and directions.
• Provide first-line answers on admissions, financial aid, housing and registration using approved scripts. Refer detailed questions to the responsible office.
• Handle upset or confused callers with patience and resolve or refer their concern.
• Take complete, accurate messages when an office cannot be reached, and follow up so callers receive a response.
• Log calls that could not be completed or were escalated, and confirm they were returned.
• Track call volume, peak times and common questions. Send a short weekly summary to the AVP so recurring problems can be fixed.
• Record and update after-hours, holiday, closure and inclement-weather greetings when directed, including hurricane and emergency messages.
• Handle urgent and emergency calls by following University protocols, including immediate transfer to Campus Safety or 911.
• Maintain the campus telephone directory, department contact list and call-routing guide.
• Coordinate extension, voicemail and routing changes with Computing and Information Technology (CIT) through the ticket system.
• Report line, console and voicemail problems to CIT and track them to resolution.
• Keep a current call script and FAQ sheet for peak periods such as enrollment, move-in, financial aid deadlines and registration.
• Schedule and train student workers or relief operators so the phone line is covered during breaks, absences and peak periods.
• Maintain the switchboard standard operating procedure (SOP), including scripts, routing rules and emergency steps.
• Greet walk-in visitors to the Office of Operations and direct them to the right office.
• Log facilities, housing and general service concerns received by phone or in person, and route them to the responsible office.
• Handle office mail, deliveries, supplies, filing and meeting scheduling for the AVP's office.
• Prepare routine correspondence and simple spreadsheets as assigned.
• Other duties as assigned, consistent with the scope and level of the position.

MINIMUM EDUCATION and EXPERIENCE:

• Bachelor's degree or 8 years of relevant work experience
• Four years of experience answering a multi-line phone system, switchboard, call center or reception desk in a professional setting.
• Working knowledge of Microsoft 365 (Outlook, Word, Excel, Teams).
• Clear, courteous phone voice and professional customer service under high call volume.
• Accuracy in routing calls and taking messages, and attention to detail in keeping the directory current.
• Calm, protocol-driven response to upset callers and emergencies.
• Working knowledge of University offices and services, or the ability to learn them quickly.
• Discretion with confidential information, including student records (FERPA) and sensitive calls.
• Basic written communication and spreadsheet skills.

QUALIFICATIONS:

• Experience in a college or university setting, ideally at an HBCU.
• Experience with a VoIP or PBX console, ticketing or work-order systems, and an online directory.
• Experience training or scheduling student workers or part-time staff.

Working conditions and physical demands

• Seated desk work wearing a headset for long periods, with sustained computer use.
• Occasional lifting of up to 25 pounds for mail and deliveries.
• Occasional evening or weekend coverage during peak periods and emergencies.

The University does not discriminate on the basis of race, color, national and ethnic origin, sex, retaliation, marital status, religion or disability, or any other applicable local, state or federal regulation. Inquiries regarding provisions for persons with disabilities, equal employment opportunity and Title IX matters should be directed to the Office of Human Resources at 386-481-2049.

The university reserves the right to modify job descriptions at any time in its' attempts to improve the operations of the university