Coordinator III, Call Center and Welcome Center Desk

Lone Star College; Cypress (TX); On-site; USD 48,000 - 55,000; Full time

Job summary

Lone Star College in Cypress, TX seeks a Coordinator III, Call Center and Welcome Center Desk to oversee daily and strategic operations of the Call Center and Welcome Center/Desk. You will lead staff, coordinate admissions guidance, and drive improvements in customer service experiences for students, families, and campus guests.

Required is a Bachelor's degree with related experience; strong organizational and communication skills, plus experience with reporting and budgeting support.

Qualifications

• Strong attention to accuracy and detail.
• Excellent knowledge of general office and software applications.
• Ability to prepare and analyze reports.
• Possesses excellent organizational skills.
• Strong multi-tasking abilities with the ability to prioritize duties.
• High level of customer service.

Responsibilities

• Oversees daily and long-term operations of the Call Center and Welcome Center Desk.
• Coordinates and supports Call Center and Welcome Center/Desk operations to create a welcoming environment.
• Performs research relevant to area of specialty; develops and presents reports.
• Supervises, trains and develops department staff; manages schedules and training materials.
• Guides prospective first-time college students through admissions data and steps.
• Monitors performance metrics and recommends process improvements.
• Manages calendars and coordinates meetings, events, and training.
• Controls resources and reviews purchase requests per budget.
• Participates in special projects and new program development.
• Performs other reasonable related duties as assigned.

Skills

Attention to detail

Office software

Report generation

Organization

Multitasking

Customer service

Education

Bachelor's Degree or higher

Job description

Commitment to Mission

At Lone Star College System, every employee contributes to our mission of providing transformational educational opportunities that help individuals get from where they are to where they want to be. Guided by our vision to lead higher education through high-quality, affordable, and innovative learning opportunities, employees are expected to exemplify professionalism, integrity, accountability, and collaboration.

Through our One LSC Philosophy, we deliver excellent and uniform customer service, providing consistent information, and uniformly helping every student regardless of physical location, modality, college, campus, center, or medium.

This Commitment Supports Lone Star College System's Strategic Goals

• Opportunity through financial resilience
• Leading in academic excellence
• Strength in culture and talent development
• Connections through bridges of prosperity

Great Colleges to Work For

Lone Star College System is proud to be recognized as a Great Colleges to Work For institution by The Chronicle of Higher Education.

This recognition reflects our commitment to creating an organizational culture where employees are valued, supported, and empowered.

With 100,000 students and counting, Lone Star College System provides transformational educational opportunities that help individuals get from where they are to where they want to be. The two-year institution is training tomorrow's workforce today, offering more than 200 degrees and certification programs that empower students to take the next step.

Lone Star College System has eight main campuses and more than 20 locations in the Houston area. Learn more at LoneStar.edu.

Located in suburban northwest Houston, in the heart of the Cy-Fair Community, Lone Star College-CyFair offers a full range of programs, including unique offerings in fire science technology, logistics management, and sonography. Since opening its award-winning campus in 2003, the college has experienced record growth, supporting an exciting learning environment that combines state-of-the-art technology with active, collaborative learning.

The address is 9191 Barker Cypress Road, Cypress, TX 77433. All applicants must reside in Texas.

Job Description

Purpose and Scope

The Coordinator III, Call Center and Welcome Center Desk provides oversight and facilitation of day-to-day and some long-term operations within the Call Center and Welcome Center/Desk, playing a strong role in leading, planning, developing, evaluating, and improving assigned areas of responsibility. May be responsible for the success of the assigned area, ensuring smooth and efficient operations as well as compliance with policies, procedures, and applicable local, state, and federal regulations. Coordinates logistics, services, and support surrounding significant/diverse programs or departments. Makes and communicates process decisions based on best practices.

Essential Job Functions

• Oversees daily and some long-term operations of the Call Center and Welcome Center Desk. Actively maintains up-to-date knowledge of area and acts as a Subject Matter Expert within area and as a point of contact and liaison for internal and external constituents.
• Coordinates and supports Call Center and Welcome Center/Desk operations to create a welcoming environment, promote a sense of belonging, and provide a positive experience for new and continuing students, parents, families, community partners, and campus guests.
• Performs research relevant to area of specialty. Develops, monitors, and maintains a variety of spreadsheets, databases, and reports. Presents findings to internal and external constituents, which may include LSCS Managers/Executives, community members, and/or outside groups and organizations.
• Supervises, trains and develops department staff. Schedules and prioritizes work and activities and develops and organizes training materials.
• Serves as a resource for prospective first-time college students by reviewing admissions data, documents, and holds, providing guidance, and coordinating required steps to prepare students for campus visits.
• Monitors and evaluates Call Center and Welcome Center/Desk operations, including developing methods of evaluation and tracking and analyzing performance metrics and trends. Resolves escalated customer service issues and makes recommendations for revisions to processes, staffing, objectives, and strategies to support efficient operations, quality customer service, and continuous improvement.
• Coordinates and manages various department and management calendars and schedules. Plans, schedules, and coordinates various meetings/seminars/events, including site selection and preparation, marketing and training materials, and general support.
• Monitors and controls resources such as office supplies and equipment needed within the department. Submits requisitions and reviews and approves/denies purchase requests in accordance with the budget.
• Manages or assists with management of the department budget.
• Participates in and/or leads special projects and new program development as needed.
• Responsible for other reasonable related duties as assigned.

Knowledge, Skills, And Abilities

• Strong attention to accuracy and detail
• Excellent knowledge of general office and software applications
• Ability to prepare and analyze reports
• Possesses excellent organizational skills
• Strong multi-tasking abilities with the ability to prioritize duties
• High level of customer service

Physical Abilities

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, such as papers, books, or small parts, or driving an automobile. No special physical demands are required to perform the work.

Work Schedule & Conditions

• Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment.
• Interface with internal and external contacts as needed to carry out the functions of the position.
• Work is performed in a climate-controlled office with minimal exposure to safety hazards.

Required Qualifications

• Bachelor's Degree and at least 1 year of related work experience, or an equivalent combination of experience and education.

Preferred Qualifications

• Experience working in admissions, advising, or student records for a higher education institution.

Salary

Hiring salary range is $48,152 - $55,375.

Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.

Your Resume Should Provide a Complete Picture Of Your Work Experience. The Resume Should Include The Following Information For Each Position Listed:

• Length of time (specific months and years) of employment
• If the position was full time or part time
• If the position was paid or unpaid
• Level of degree completed including date earned.
• Unofficial transcript for highest earned degree

Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.