Customer Service Assistant

University of Baltimore - Baltimore, MD4.1

Full-time
The Customer Service Assistant serves as the front desk receptionist and initial point of contact for the Offices of Admission to prospective students, current students, parents, staff, faculty and external partners. This position is responsible for providing superior customer service and maintaining positive guest interactions while responding to their needs. It requires the ability to multitask while completing complex organizational duties, which includes answering/triaging phone calls and e-mails, authenticating official documents, drafting written responses to inquiries, etc. The incumbent must be detail-oriented as well as possess a comprehensive knowledge of the admission organization and be able to communicate with diplomacy and tact with constituents in relation to admission policy, procedures and confidential matters. This position requires maturity and savvy in connecting with a diverse group of people with varying questions, issues and concerns related to all areas of the University. This position is critical to ensure quality service to our guests.

We look forward to receiving your electronic application with a cover letter and resume and learning about your interest in and qualifications for our vacancy. Please save your cover letter and resume as one document and attach it in the resume location. Duties include:

Represents the University and is the initial contact for the Office of Admission for prospective students, parents, staff, faculty and external partners in-person, by telephone and through e-mail. Provides information regarding institutional policies, procedures, and special admission-related issues. Working with PeopleSoft, Salesforce and Image Now, provides first level support to all inbound telephone calls and e-mails as well as independently handles standard procedural questions and inquiries.

Forwards items requiring second level support to the appropriate admission counselor including application statuses, program inquiries, transfer credit inquiries, residency, etc.

Manages all aspects of customer service in the Office of Admission reception area. Ensures admission visitors complete appropriate forms. Monitors drop box submissions. Schedules on campus tours and individual visits. Directs guests to other campus locations. Responsible for the appearance and atmosphere in the reception area to ensure the Office of Admission is a welcoming environment.

Processes daily mail and official documents including transcripts, recommendation letters and test scores. Signs and accepts packages and certified mail.

Manages select aspects of electronic application processing, including residency verification, checklist management, data verification and routine maintenance. Provides data entry and processing assistance as well as supports the document scanning/linking process as needed, etc.

Additional administrative duties including but not limited to updating directories, maintaining office supplies, conference room reservations, work/service order requests, etc. Other duties as assigned.

Employee may be asked to work overtime (evening or weekend) during peak periods and/or special events with advanced notice.

Required Education and Experience

Education: High school diploma

Experience: 2 years of experience providing front desk support, excellent customer service, experience in sales, and/or marketing.

Preferred Education and Experience

Education: Bachelor’s degree

Experience: Experience in a fast-paced customer-focused environment, sales or marketing. Ability to use imaging software as well as student information systems. Working knowledge of PeopleSoft, Salesforce and Image Now. Experience in a higher education environment.

Required Knowledge, Skills and Abilities
General knowledge and skill in the practical application of standard office policies and procedures. Ability to communicate effectively orally, electronically and in writing. Ability to manage multi line phone systems. Ability to proofread and edit written documents with extreme attention to accuracy. Skilled in Microsoft Office - specifically Word and Excel; Internet, email and calendaring software. Ability to understand and follow oral and written instruction. Ability to anticipate and respond to projects that fall outside of the daily routine by a large diverse staff. Ability to interact effectively with internal and external parties in a courteous, friendly, professional and efficient manner. Ability to plan, organize, prioritize and execute multiple and continuing assignments with minimal general instructions. Ability to work with a diverse group of individuals while displaying a professional appearance and a positive attitude.

The University of Baltimore ("UB" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UB is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.

We appreciate your interest in our recruitment. Please review the information below before you visit http://www.ubalt.edu/candidate_gateway/erecruit.html to apply.
We need to receive your electronic application in our system by the vacancy closing date in order to consider you for the vacancy. Information follows about submitting the electronic application and attaching your cover letter and resume.
Applicant Instructions: Using Candidate Gateway to View and Apply for UB Vacancies
The Candidate Gateway system serves as your connection to the University of Baltimore’s job application process. It is a free, safe and secure way for you to apply for the job you want, and it allows the Office of Human Resources to maintain accurate records. Your use of the system does not require you to surrender any of your rights to privacy or confidentiality during the application process. Only qualified members of UB’s Human Resources team and members of the relevant search committee can access your application information. The search committee will not have access to any information you provide to HR for affirmative action reporting purposes.

Please read and print the information below before you apply, and refer to it as you enter your application.

NAVIGATION

A - COVER LETTER AND RESUME ATTACHMENT AND UPLOAD

Before you apply:
  • Save a single PDF or Word file with your cover letter, resume, and any additional information you would like to have considered.
When you apply:
  • In Candidate Gateway: Click “Browse” to access the Word or PDF document you saved with all of your documents.
  • Then, click “Upload” to attach it.
  • Click “Continue” to continue the application process.
B - ENTER DATA ON THE FOLLOWING PAGES:
Each page shows this display:
Previous Save Submit Close Application Careers Home NEXT

above and below the required data for the four categories shown above.

Click “Save” to save the data you entered on that page. The message “You have successfully submitted your job application.” confirms only that you entered that page of information into the system. You must click “Next” to continue and complete the entire application process.

1. Current and Prior Employment/Work Experience:
  • Enter employment information relevant to your position of interest.
  • You can use the first day of the month wherever dates are required.
  • After you enter your work experience, click “Save,” then click “Next.”
2. Education/Education History and References:
  • Use the dropdown to enter your highest education level. Entering this information is required.
  • Then, only college and university information is required. Click the plus sign to the left of the “Postsecondary Education” link to enter that information.
  • For country, enter USA or click the hourglass to select another country.
  • You can use the first day of the month wherever dates are required.
  • Click the plus sign to the left of "References" to enter two professional references.
  • After you enter your education information and references, click “Save,” then click “Next.”
3. How did you find out about us/how did you find out about the job?

  • After you enter this information, click “Save,” then click “Next.”
4. Online Questionnaire/Application Questionnaire: Answer the questions requiring a yes or no response. After you answer them, click “Submit.” This leads you to the Submit Online Application page.

C – SUBMIT ONLINE APPLICATION

To apply for your selected job: When you reach the “Submit Online Application” page shown below, you must click “I agree to these terms” and then click the “Submit” button at the end of the screen. After you click “Submit,” then you will see this information at the top of your screen:

My Applications
Thank you for your interest in employment at the University of Baltimore. HR will process your application documents for the search committee’s consideration.
Note: This screen will also show additional information about the selection process and Office of Human Resources contact information.

Questions/Help
If you have trouble viewing our job postings or applying for the vacancy, contact ubhrcareers@ubalt.edu for assistance.

TO APPLY:
External applicants: Review the vacancy announcement at http://www.ubalt.edu/candidate_gateway/erecruit.html and click the external applicant link to apply.

Internal applicants (students taking classes at UB and current employees) with login and password for MyUB: use the internal applicant link, log into My UB, then click the “View or Apply for Job Positions” link on the left.

UB is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.

http://www.ubalt.edu/hr

Never use the Internet Explorer “Back” and “Forward” arrows to navigate. You will lose the information you have submitted.
To navigate between pages, use the “Next,” “Previous,” and “Return to Previous Page” buttons.
Use the “Save” button to save your information so you can return to it later and complete your application. Using “Save” does not complete the process to apply for a job opening.