FRONTLINE STUDENT SERV ASSOC.
JOB NO.: 101528-US
Work Type: Staff-Full Time
Department: DCS/ADMINISTRATION/STUDENT SV
Categories: Academic Advising, Student Services/Support, Office & Administrative Support
Employment Class: University Staff-Ongoing
Position Vacancy ID: 101528
Working Title: Frontline Student Serv Assoc.
Official Title: UNIV SERVICES ASSOC 2(16660)
Hiring Department: A930155-DIVN OF CONTINUING STUDIES/ADMINISTRATION/STUDENT SV
Term: This is an Ongoing appointment
Advertised Salary: Minimum $14.25
Job Summary: The Adult Career and Special Student Services (ACSSS) is part of the Division of Continuing Studies (DCS), UW-Madison and a gateway for the public to connect with university resources. The office has four key roles: provides general customer service for DCS, is the admissions and academic dean's office for University Special students, offers programs and individual career counseling for community adults, and supports adults returning to college for degree or post-degree study with a scholarship program and advising service.
The front line staff, within ACSSS, answer and respond to over 4,000 phone calls, 4,000 emails, and greet/assist over 1200 individuals walking into the office for assistance per academic year. The USA2 is the first point-of-contact to students, learners of all ages, members of the university community, and the general public. While providing general customer service, the USA2 is performing tasks that include triaging customer requests, scheduling appointments, entering admissions applications, providing enrollment assistance, collecting, analyzing, and reporting data, and assisting ACSSS colleagues with projects. There are dedicated times each week set aside for this position to work on projects away from the front desk.
Working and navigating through UW-Madison academic programs, admissions and student records policies, and enrollment rules and procedures is required on a daily basis. The person in this position must provide excellent customer service to the public in a busy environment; utilize excellent interpersonal skills to connect a broad range of constituents with resources. The USA2 is also responsible to collect frontline call data, provide analysis and reporting to division colleagues on a reoccurring basis. The USA2 must have excellent written communication and must work well in a fast paced and changing environment. In addition, they must be highly organized, work well under deadline pressure and competing priorities; utilize computing resources and technology effectively; must exercise common courtesy, patience, and professionalism when dealing with staff, students, and the public; and follow confidentiality policies when responding to questions. The ability to exercise initiative, independent judgment and action, and problem-solve are important in this position.
Duties are performed under the general supervision of the ACSSS Program Assistant Supervisor, as well as the Associate Dean and Director of the ACSSS.
Schedule Comment: Schedule is 7:45-4:30 with a 45 minute break.
On a back-up basis, must be able to provide front desk coverage on Tuesdays until 7pm, as needed. This shift is normally covered by a student worker, however, coverage is needed, when planned or unexpected absences occur. Coverage from the front desk staff team is needed and expected during these times.
Contact: Leanne Morris
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )
Instructions to applicants: Please apply online and submit your resume, cover letter and 3 professional references. In your cover letter please speak to your customer service experience, experience with data collection, analysis and reportin, and your experience with software applications such as Microsoft Office Suite and Google web-based office suites.
Additional Link: Full Position Details
NOTE: A Probationary Period will be Required
The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer.
The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.
Advertised: 07 Apr 2017 Central Daylight Time
Application Close: 23 Apr 2017 11:55 PM Central Daylight Time