Clerk V, Welcome Center Coordinator - Worcester State University

Worcester State University

Worcester (MA)

On-site

USD 54,000 - 58,000

Full time

2 days ago

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Benefits offered by this job

Health insurance

Pension plan

Life insurance

On-campus gym access

Tuition remission

Job summary

Worcester State University is seeking a Clerk V to coordinate the Admissions Welcome Center and deliver outstanding customer service to visitors and applicants.

Reporting to the Director of Recruitment, the role includes supervising student staff, managing front-desk operations, and supporting campus tours and events with strong office administration and CRM skills.

Qualifications

Four years of full-time office experience, with at least one year in a supervisory/administrative role.
Strong command of the English language, including spelling, grammar, and professional correspondence.
Experience using CRM systems, managing emails, scheduling visits, and handling daily office tasks.

Responsibilities

Provide oversight of the Admissions Welcome Center reception and waiting lounge.
Greet visitors, answer inquiries, and relay information about the University and programs.
Manage Admissions CRM data entry, email accounts, and visit/tour communications.
Coordinate campus tours, group visits, and events with campus partners.
Train student workers and coordinate tour guide coverage for visit programs.

Skills

Supervisory experience

Office administration

Customer service

Communication skills

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM software

Email management

Job description

WORCESTER STATE UNIVERSITY is a liberal arts and sciences university with a long tradition of academic excellence dating back to 1874, as well as an Affi ve Action/Equal Opportunity Employer that seeks to reflect the diversity of its community. Our workforce is dedicated to academic quality, student-centered programming, engaged citizenship, open exchanges of ideas, diversity and inclusiveness, and civility and integrity. We are looking for job applicants who share these values and commitment to our students.

Worcester State is centrally located in Massachusetts, about an hour's drive from Boston, Springfield, and Providence, Rhode Island. Our 58-acre campus is nested in the residential northwest side of Worcester--the second largest city in New England and home to 37,000 college students at more than a dozen colleges and universities. Over 6,000 of those students attend Worcester State--approximately 5,300 are undergraduates and 1,000 are graduate students. Learn more about us at worcester.edu/about .

Job Description:

OFFICIAL TITLE: Clerk V, Welcome Center Coordinator
SUPERVISION RECEIVED: Director of Recruitment
SUPERVISION EXERCISED: May supervise part-time student personnel assigned to the Admissions area.

General Statement of Duties:Responsible for the personal reception and accommodation of all guests to the Admissions Welcome Center and ensures an outstanding level of customer service and satisfaction in all areas of information delivery and communication.

Responsibilities:

(E) Provide oversight of the Admissions Welcome Center reception and waiting lounge to ensure the space is prepared for visitors by completing opening and closing checklist activities daily.
(E) Screen and refer telephone calls, take and relay messages to other areas. Greet and direct visitors, and provide information regarding the University and its programs and procedures.
(E) Responsible for monitoring all social media accounts, including ZeeMee, and providing responses to all inquiries.
(E) Schedule requests for student appointments and campus tours and events.
(E) Maintain online daily campus tour schedule, and send out visit confirmation communications.
(E) Manage the main Admissions, Tour Guide, and Transfers email accounts by responding to inquiries.
(E) Perform data entry of student information into the Admissions CRM.
(E) Receive, sort, and route mail; compose routine correspondence.
(E) Assist with special admission events, programs, and registration.
(E) Assists with transcript reviews and GPA recalculations, as needed during times of high volume.
(E) Look up information in the Admissions CRM to inform students of information that is missing in their file; provide updates on status of application.
(E) Complete tasks in the Admissions CRM related to student access issues, such as merging duplicate records, portal password resets, updating portal checklists and dashboards, logging activities, and running visit and event reports.
(E) Assist staff with the preparing, maintaining, and processing of all documents related to the Admission Office and maintain an adequate supply of all forms and publications.
(E) Serve as office liaison with facilities, CESO, University Police and other campus-wide constituents, relative to ensuring a seamless and professional visitor experience.
(E) Assist in facilitating the execution of student greeters, class visit hosts, and tour guides, to ensure timely execution of visit programs.
(E) Coordinate group visits by connecting them with dining services, ensuring tour guide coverage, and reserving space for large visits.
(E) Train student workers and contract employees on receptionist functions.
(E) Assists with coordinating tour guide events; obtains coverage, sends out invites/ schedules to staff, and manages training schedules for new tour guides.
(E) Finds coverage for tours in the instance when the scheduled tour guide is not available.
(E) Attends the tour guide trainings at the beginning of each semester.
(E)Perform other duties and responsibilities assigned by supervisor that contribute to and support the overall functions of the Admissions Office.
(E) Demonstrates civility and professional, customer-service oriented behavior, worthy of emulation by other staff and students.
(E) Responsible for contributing to the WSU Strategic Plan.
(E) Responsible for contributing to Equal Opportunity/Affirmative Action objectives.
(E)Performs other duties as assigned within the Clerk V classification.
Must have at least (A) four years of full-time, or equivalent part-time, experience in office work, of which (B) at least one year must have been in a supervisory or administrative capacity, or (C) any equivalent combination of the required experience and the substitutions below.

Substitutions:

A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.*
A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required (A) experience.*
A diploma for completion of a one-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of one year of the required (A) experience.*
A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of two years of the required (A) experience.*

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: Educational substitutions will only be permitted for a maximum of two years of the required (A) experience. No substitutions will be permitted for the required (B) experience.

Knowledge of the English language including spelling, word meaning and word usage.
Ability to understand and apply the laws, rules, policies and procedures governing assigned unit activities.
Ability to read, write, and comprehend the English language.
Ability to use proper grammar, punctuation and spelling.
Ability to follow written and oral instructions.
Ability to assemble items of information in accordance with established procedures.
Ability to work accurately with names, numbers, codes and/or symbols.
Ability to file material in accordance with standard filing procedures.
Ability to maintain accurate records.
Ability to communicate effectively in oral expression.
Ability to establish and maintain harmonious working relationships with others.
Ability to deal tactfully with others.
Knowledge of the types and applications of standard office filing systems.
Knowledge of clerical office practices and procedures including office record keeping, office correspondence control, the types and uses of office equipment and supplies and business letter preparation.
Skill in operating general office machines and equipment such as photocopiers, mimeographs, other copying machines, file retrieval equipment, console (centrex) telephone systems, postage meters, microfilm or microfiche viewers or processors, calculators, other adding machines, public address systems, paging devices, 2-way radios, binders, hand collators, perforators, folders, electric staplers, shredders, or similar equipment.
Ability to explain the laws, rules, policies and procedures governing assigned unit activities.
Ability to perform arithmetical computations with speed and accuracy (addition, subtraction, multiplication and division).
Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; controlling work through periodic reviews and/or evaluations; determining subordinates' training needs and providingor arranging for such training; motivating subordinates to work effectively; determining the need for disciplinary action and either recommending or initiating disciplinary action.
Ability to exercise sound judgment.
Ability to coordinate the efforts of others in accomplishing assigned work objectives.
Knowledge of the principles, practices and techniques of supervision.

Preferred Qualifications:

Problem solving skills and excellent organizational skills with the ability to handle a variety of tasks and responsibilities simultaneously and effectively.
Detail oriented, a self-starter, and possess analytical skills, as well as maintaining a high degree of confidentiality.
Must be customer oriented, dependable, and exercise good judgment.
Demonstrated effective oral and written communication skills with diverse populations
Ability to work responsibly with minimal supervision.
Knowledge of Microsoft Office Suite and other PC skills.

Additional Information:

Worcester State University is an Affi ve Action/Equal Opportunity Employer which seeks to reflect the diversity of its community.

Here at Worcester State University, it is strongly recommended that all employees be vaccinated against COVID-19 before they begin employment.
This is a grade 15, non-exempt, full-time, benefited AFSCME position.The bi-weekly salary is $2,152.54 (annual salary is $55,966.04). The work schedule is Monday through Friday, 8:30am- 4:30pm (fully in-person).

Worcester State University offers a competitive benefits package that includes: