Student Services Supervisor
Posting DetailsPosting Details Posting Number S02904P Working Title Student Services Supervisor Department Registrar's Office About the University of Georgia
The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities is the state’s oldest, most comprehensive, and most diversified institution of higher education (http://www.uga.edu/). UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,600 full-time staff. The University’s enrollment exceeds 36,000 students including over 27,500 undergraduates and over 8,500 graduate and professional students. Academic programs reside in 17 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.About the College/Unit/Department
The Office of the Registrar is the steward of official student academic records and is responsible for the accuracy, integrity, and security of those records. The office is committed to fulfilling its role in the educational mission of the University of Georgia by providing effective and efficient academic support and assistance to the students, faculty, staff, and alumni of the University.College/Unit/Department website www.reg.uga.edu Posting Type External Retirement Plan TRS or ORP Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information
M-F 8am-5pmAdvertised Salary $33K-$40K Posting Date 04/10/2019 Open until filled No Closing Date 04/22/2019 Proposed Starting Date 05/13/2019 Special Instructions to Applicants
cover letter and resume requiredLocation of Vacancy Athens Area EEO Policy Statement
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.Position Information Classification Title Student Services Professional Pay Grade FLSA Exempt Job Family FTE 1.00 Minimum Qualifications
Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.Preferred Qualifications
The Office of the Registrar is the steward of official student academic records and is responsible for the accuracy, integrity, and security of those records. The office is committed to fulfilling its role in the educational mission of the University of Georgia by providing effective and efficient academic support and assistance to the students, faculty, staff, and alumni of the University.Position Summary
The Student Services Supervisor supervises the day-to-day tasks of three fulltime staff and several student workers, as well as manage other operational duties affecting registration, website maintenance, and daily office communications. The supervisor will troubleshoot escalated student, faculty, and staff inquiries that are beyond the scope of expertise for Administrative Associate II level staff and student workers, including special requests from the Graduate School, Bursar, and Legal Affairs. This supervisor would oversee the daily management of both of the office email addresses, regSupp, which responds to questions and concerns from faculty, staff and administration and regHelp which responds to questions and concerns from students, prospective students, alumni, and the general public. This supervisor will be responsible for coordinating phone and walk-in coverage of the center throughout the semester and hiring and training of service center staff and student workers. This supervisory position would also handle student registration time ticketing and will be responsible for ensuring the office website the posted information is up-to-date and in accordance with policy/process changes.Knowledge, Skills, Abilities and/or Competencies
Expert Customer Service and communication skills.
Ability to manage a fast-paced service environment.
Ability to maintain strict confidentiality.
Strong knowledge of MS Office Suite.
Thorough knowledge of UGA academic policies and procedures.
Ability to deescalate tense situations.
Ability to establish strong professional relationships with the campus community.
Banner student knowledge a plus.
Sit at a desk and computer for long periods of time.
Stay on the phone for continuous calls.
Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.Duties/Responsibilities Duties/Responsibilities
Supervision and Leadership
-Hire, schedule, supervise, train and mentor three full-time staff and several student workers.
-Ensure service hours are covered throughout the semester.
-Conduct ongoing training as appropriate.
-Prepare staff for upcoming peak times for efficiency.
Manage the regSupp and regHelp email addresses to ensure the accurate and timely responses in the troubleshooting of faculty/staff issues on campus; directly maintain the regSupp account.Percentage of time 20 Duties/Responsibilities Duties/Responsibilities
Analyze student records and interpret USG and University policy in order to troubleshoot advanced inquiries related to registration and academic history. Assist the campus community in understanding these policies and related processes.Percentage of time 20 Duties/Responsibilities Duties/Responsibilities
-Answer incoming phone calls from the University community
-Monitor and evaluate call center statistics for improvements
-Evaluate phone tree and offer recommendations
-Collect and consolidate FAQs for future chatbot projects
Manage the student registration time ticketing process including Banner configuration, job submissions, and ticket changesPercentage of time 5 Duties/Responsibilities Duties/Responsibilities
Review the office website content, draft content, and assist with updates and upgradesPercentage of time 5 Duties/Responsibilities Duties/Responsibilities
Other duties as assignedPercentage of time 5 Posting Specific Questions
Required fields are indicated with an asterisk (*).
- Cover Letter