Office Specialist, Frontline Services

Job Profile:
Admission Counselor Assistant 2 Non-Exempt

Job Family:
Student Recruitment and Admission

Time Type:
Full time

• High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile

Summary:

Assists in initial evaluation of admission applications as well as initial transfer credit evaluation.

Position Pay Rate: $21.05 per hour

At Arizona State University, we measure ourselves not by whom we exclude, but rather by whom we include and how they succeed. In Admission Services, we are passionate about helping students find their right university fit and working together as a team to achieve our enrollment goals. If you are solution-oriented, love helping people, believe in the transformative power of higher education and enjoy working in a fast-paced environment, then you will thrive in Admission Services.

Frontline Services is the customer service inbound call center for Admission Services. Under the general direction of the Frontline Office Manager this position performs customer service via phone and email as well as data entry in a high volume 'call center' environment. This position requires a working knowledge of assigned function practices and procedures within Admission Services.

ASU is a multifaceted enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market.

• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.
• Full remote work is an arrangement where the employee spends every workday at a site other than a regularly assigned ASU work location. This arrangement should only be granted when the criteria in the flexible work arrangement policy are met. Executive vice president-level approval is required.
• Flexible work options (if available) for this position will be discussed during the interview process.

• Perform customer service functions by answering questions, over the phone and in email inquiries.
• Maintains a variety of records requiring classification and compilation of varied information.
• Reviews accounts, reports, records or other documents for completeness, accuracy and conformity within established procedures; collects data to maintain such records.
• Drafts correspondence: answers questions and updates student information within established limits set by the university.
• Serves as a primary reference source for function to assist departments and employees in resolving discrepancies or procedural problems utilizing knowledge of specialized function; responds to technical administrative questions ensuring necessary follow-up is performed.
• Recommends changes to policies or procedures affecting assigned function.
• Prepares and/or coordinates the preparation of recurring and special reports or tabulations unique to assigned function.
• Remains up to date and informed of new or revised procedures and any pertinent information regarding assigned function(s)
• Plans and prioritizes workload to meet set deadlines.
• Assists with special projects as directed.

• Three (3) years of office/clerical experience, which includes one (1) year in a directly related function; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Experience in a high-volume multi-line call center.
• Experience with customer service functions by greeting visitors, answering questions, responding to telephone, in-person and email inquiries
• Experience working in a higher education environment.
• Experience recording, filing and updating documents.
• Experience with a CRM (salesforce).
• Knowledge of and experience with People Soft or other Student Information Systems.
• Experience with data entry; MS Office Applications (i.e., Word, Excel, Outlook).
• Demonstrated knowledge of office equipment.
• Evidence of ability to clearly communicate to perform essential functions

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting while speaking on a telephone,…