Customer Service & Outcomes Coordinator

Position Title:

Customer Service & Employment Outcomes Coordinator

Job Group:
Professional & Scientific

Required

Minimum Qualifications:

High school diploma or equivalent and 3 years of related experience

The Ivy College of Business Career Services Office is seeking an Customer Service & Employment Outcomes Coordinator (Administrative Assistant II) to provide customer service and data analysis in a fast-paced, student-centered environment. This position serves as a primary point of contact for the office and plays a key role in delivering exceptional service to students, faculty, staff, employers, and visitors. Additionally, this role collects employment outcomes for Ivy College of Business undergraduates, both internship and post-graduation.

To achieve the goals of this position, this person oversees a small team of undergraduate student assistants. The ideal candidate is professional, dependable, and highly organized, with the ability to positively interact with others, manage multiple priorities, and adapt to changing needs. They take initiative, anticipate requests, and demonstrate strong ownership of their work. Success in this role requires excellent communication skills, attention to detail, technical proficiency, and the ability to work collaboratively in a team-oriented environment.

• Serve as the first point of contact for visitors to the Business Career Services office.
• Greet students checking in for appointments as well as provide hospitality to external partners visiting for recruitment events, on-campus interviews, etc.
• Interact with customers by answering the main phone line and manage the email inbox for general inquiries.
• Collect employment outcomes, both internship and post-graduation – at graduation, 3-months following graduation, and 6-months following graduation – of three graduating classes per academic year – August, December and May (~1,000 graduates/year).
• Communicate with graduates by phone, text, and email, persisting until a strong knowledge rate is achieved (~90%).
• Utilize technology - 12twenty data management platform and Excel – to record, cleanse, and analyze data.
• Answer requests from colleagues for specialized data analysis as well as submit data to accrediting bodies such as the Association to Advance Collegiate Schools of Business (AACSB).
• Hire, train, supervise, evaluate, and celebrate the work of ~3 student Career Services Assistants (CSAs).
• Oversee office needs, including processing checks, inventorying/ordering supplies, and sorting mail.
• Plan meetings, reserve rooms, and order meals as needed for team members.
• Maintain relationships with vendors who have contractual relationships with the office.
• Support team members with special projects, classroom programming, and event coordination.

• Experience delivering exceptional customer service and serving as a professional first point of contact for diverse stakeholders in a higher education or customer-facing environment.
• Experience collecting data via digital surveys, phone calls, texts, emails, etc. as well as cleansing, analyzing, and reporting that data with a high degree of accuracy.
• Proficiency with Microsoft Office applications, particularly Excel, and experience working with CRM or database systems.
• Experience hiring, training, supporting, supervising, evaluating and celebrating employees.
• Demonstrated ability to contribute positively to a team while independently managing responsibilities and priorities.

Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

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