Registrar & Customer Experience Specialist

Georgetown University; United States; On-site; USD 48,000 - 88,000; Full time

Job summary

Georgetown University is seeking an Operations and Customer Support Specialist for the Office of the University Registrar. The role focuses on streamlining scheduling, managing the ticketing system, and developing SOPs and training materials for staff.

It involves collaboration with campus partners to provide responsive service to faculty, staff, and students, while ensuring data integrity in student records and adherence to FERPA requirements.

Qualifications

• Bachelor’s Degree and 2–4 years of experience in a professional office environment.
• Experience in a Higher Education setting preferred.
• Advanced proficiency in Microsoft Office Suite, especially Excel (pivot tables, VLOOKUP), and ability to learn campus systems.
• Excellent written and verbal communication, collaboration across departments, and attention to detail.

Responsibilities

• Manage high-volume classroom requests from faculty, student groups, and external organizations.
• Coordinate billing for external and internal groups and participate in major committees like NSO.
• Serve as primary contact for administration and analysis of the customer service ticketing system.
• Develop user dashboards to monitor ticket resolutions and assist staff via email, phone, and chat.
• Oversee document imaging processes for student records, supervising student workers and ensuring data accuracy.
• Support FERPA compliance via annual reviews and audits.
• Analyze workflow data to identify bottlenecks and generate improvement reports.
• Oversee daily office operations including inventory and equipment distribution.
• Create training guides, FAQs, email templates, and SOPs; lead onboarding for new hires.

Skills

Customer service

Office administration

Data analysis

Communication

Multi-tasking

Education

Bachelor’s Degree

Tools

Excel

Ticketing software

PC Operating Systems

Job description

Georgetown University is seeking an Operations and Customer Support Specialist for the Office of the University Registrar. The role focuses on streamlining scheduling, managing the ticketing system, and developing SOPs and training materials for staff.

It involves collaboration with campus partners to provide responsive service to faculty, staff, and students, while ensuring data integrity in student records and adherence to FERPA requirements.