Office Specialist, Frontline Services

Arizona State University; Tempe (AZ); Hybrid; USD 29,000 - 30,000; Full time

Job summary

Arizona State University is seeking an Admission Counselor Assistant 2 for the Tempe campus. The role provides frontline customer service via phone and email in a fast-paced admission services environment. It requires a high school diploma with two years of related experience; experience in a high-volume call center and higher education is preferred.

Hybrid work options may be discussed during interviews. As part of Admission Services, you will assist with evaluation of admission applications

Qualifications

• High School Diploma and two years of related experience.
• Experience in a high-volume multi-line call center.
• Experience in a higher education environment.
• CRM (Salesforce) experience and comfort with data entry.
• Proficient in MS Office (Word, Excel, Outlook) and basic office equipment.

Responsibilities

• Answer questions by phone and email, delivering excellent customer service.
• Maintain and classify records, ensuring accuracy and completeness.
• Review accounts and documents for completeness and adherence to procedures.
• Draft correspondence and update student information within university limits.
• Support departments by resolving discrepancies and answering technical administrative questions.

Job description

Job Profile

Admission Counselor Assistant 2 Non-Exempt

Job Family

Student Recruitment and Admission

Time Type

Full time

Minimum Qualifications

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary

Assists in initial evaluation of admission applications as well as initial transfer credit evaluation.

Job Description

Position Pay Rate: $21.05 per hour

At Arizona State University, we measure ourselves not by whom we exclude, but rather by whom we include and how they succeed. In Admission Services, we are passionate about helping students find their right university fit and working together as a team to achieve our enrollment goals. If you are solution-oriented, love helping people, believe in the transformative power of higher education and enjoy working in a fast-paced environment, then you will thrive in Admission Services. Frontline Services is the customer service inbound call center for Admission Services. Under the general direction of the Frontline Office Manager this position performs customer service via phone and email as well as data entry in a high volume ‘call center’ environment. This position requires a working knowledge of assigned function practices and procedures within Admission Services.

ASU is a multifaceted enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market.

Flexible Work Options

• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.
• Full remote work is an arrangement where the employee spends every workday at a site other than a regularly assigned ASU work location. This arrangement should only be granted when the criteria in the flexible work arrangement policy are met. Executive vice president-level approval is required.

Flexible work options (if available) for this position will be discussed during the interview process.

Essential Duties

• Perform customer service functions by answering questions, over the phone and in email inquiries.
• Maintains a variety of records requiring classification and compilation of varied information.
• Reviews accounts, reports, records or other documents for completeness, accuracy and conformity within established procedures; collects data to maintain such records.
• Drafts correspondence: answers questions and updates student information within established limits set by the university.
• Serves as a primary reference source for function to assist departments and employees in resolving discrepancies or procedural problems utilizing knowledge of specialized function; responds to technical administrative questions ensuring necessary follow-up is performed.
• Recommends changes to policies or procedures affecting assigned function.
• Prepares and/or coordinates the preparation of recurring and special reports or tabulations unique to assigned function.
• Remains up to date and informed of new or revised procedures and any pertinent information regarding assigned function(s).
• Plans and prioritizes workload to meet set deadlines.
• Assists with special projects as directed.

Desired Qualifications

• Three (3) years of office/clerical experience, which includes one (1) year in a directly related function; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Experience in a high-volume multi-line call center.
• Experience with customer service functions by greeting visitors, answering questions, responding to telephone, in-person and email inquiries.
• Experience working in a higher education environment.
• Experience recording, filing and updating documents.
• Experience with a CRM (salesforce).
• Knowledge of and experience with PeopleSoft or other Student Information Systems.
• Experience with data entry; MS Office Applications (i.e., Word, Excel, Outlook).
• Demonstrated knowledge of office equipment.
• Evidence of ability to clearly communicate to perform essential functions

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting while speaking on a telephone, keyboarding and manipulating a computer mouse.

Department Statement

In support of the university’s mission and goals, Academic Enterprise Enrollment creates, promotes and institutionalizes the broadest possible awareness of ASU as the New American University by utilizing a variety of data-informed strategies to enroll a student population representative of the vision of Arizona State University. AEE brings discipline to the formulation of enrollment strategy and the refinement of enrollment processes, and is an effective collaborator with our college and school colleagues and other enrollment partners within the Academic Enterprise, Knowledge Enterprise and Learning Enterprise. AEE is comprised of the following units: Academic Enterprise Communications; Admission Services; Financial Aid and Scholarship Services; University Registrar Service; the Pat Tillman Veterans Center; and the International Student and Scholar Center.

Academic Enterprise Enrollment Core Values

• Make the human connection: We commit to listen, offer empathy and show compassion.
• Drive success with teamwork: We solve problems with collaboration and creativity.
• Promote a thriving community: we recognize work-life balance and embrace our individual differences.
• Go above and beyond: We share our time, talents and expertise to make an impact in all that we do.
• See the extraordinary through our efforts: We support those who are pursuing their dreams.
• Lead with respect and positive intent in every situation: We communicate openly, genuinely, and with transparency.

ASU offers an array of employee benefits, including reduced tuition for employees, their spouses and dependents; competitive rates for health and life benefits; a wellness program; disability and leave program; paid holidays; and retirement programs. Visit https://cfo.asu.edu/hr-benefits for further details, as well as https://cfo.asu.edu/hr-applicant for a message to future ASU employees.

Driving Requirement

Driving is not required for this position.

Location

Campus: Tempe

Funding

No Federal Funding

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

ASU’s comprehensive benefits package is a key part of your total compensation. Visit the ASU Compensation Estimator

Employment Verification Statement
ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.