CSESS Principal Operations/Student Services Specialist
University of Minnesota, Twin Cities
Location: Minneapolis, Minnesota
Salary: 36212.80 - 48921.60
Internal Number: 344961
This position will work under limited supervision and will be responsible for providing excellent “first impressions” to our students, staff, faculty, alumni, and employers at our front desk. The staff member will professionally handle a variety of interactions by telephone, in person, and written communications, as well as schedule appointments, answer questions, respond to requests, and seek solutions to concerns. They will assist in the training of co-workers, student workers and the coordination of events and programs. They will uphold the mission and values of the College of Science and Engineering by continuously looking for ways to improve client and student services.
This position requires the ability to work independently while performing assigned operations and student support services. The work is performed using established guidelines and directives. The staff member will work within University and college policies and procedures related to education and student life by responding to questions, determining and/or clarifying needs, maintaining student records, and explaining relevant policies and procedures. They will also foster an engaging and professional environment committed to respect, inclusivity, continuous improvement, and teamwork.
Update & Maintain Student Records (55%) â— Review, input program coding, service indicators, and student group information in the PeopleSoft system. â— Enter Academic Progress Audit System (APAS) audit exceptions. â— Track and maintain incoming and outgoing student record files for a variety of processes; can include, but not limited to: entering majors/minors, Probation Review, Graduation Clearance, 13-Credit Exemption Requests, Orientation, Leave of Absence, Advanced Placement Awards, Late Degree Application requests, Perceptive Content document scanning workflow, etc. â— Monitor and report workflow process issues in regard to record tracking and maintenance to supervisor. â— Distribute, collect, and route college and university forms.
In Person Contact, Front Desk, and Customer Service (25%) â— Assist with front desk operations, including, but not limited to: initial intake of student, staff, faculty, and guest traffic (in-person, via phone, or email), responding to inquiries related to advising, career services, collegiate life, international programs, orientation, admission, registration, readmission, leave of absence and other college and University policies. â— Handle complaints and concerns â— Make appropriate referrals and identify accurate resources. â— Use knowledge of office resources and roles of various staff members to direct students to the most appropriate resource. â— Distribute, collect, and route college and University forms. â— Serve as a resource for student services in regard to student record processes by explaining the process requirements, exemptions, and recommendations. â— Determine the best mode of service to address student questions (appointment, drop-in, workshop, information session, email, online resources). â— Check students in and schedule appointments with appropriate service using APLUS, an electronic scheduling system. â— Informal orientation and training of other employees and supervising student workers.
Event, Meeting, and Orientation Support (15%) â— Assist meeting chairs and event coordinators with scheduling meetings, taking meeting notes, ordering catering and event supplies. â— Assist with new-student orientation, including: pulling, compiling, and maintaining data related to date selection, appointment scheduling, and attendance. â— Problem solving and registration support activities. â— Assist with preparing orientation materials for distribution to students and advising offices and assist with day of orientation activities, including directing orientation room rotation traffic.
Office Operations (5%) â— Monitor supply of forms and office supplies and order office supplies as needed; process daily mail; copying. â— Contacting vendors for equipment service and maintenance. â— Oversee updating of posters and maintaining office appearance. â— Other duties as assigned.
REQUIRED QUALIFICATIONS: â— High School Diploma/GED and two years customer service and/or student support experience. Training and/or education may substitute for some of the experience. â— Must have reception experience in an office i.e. high volume telephone and face-to-face meet and greet customer service experience. â— Must be proficient in Microsoft Office programs such as Excel or similar software. â— Experience with data management systems and multitasking.
PREFERRED QUALIFICATIONS: â— Call center, front desk, or admissions experience. â— Customer Service orientation, excellent interpersonal skills, and problem solving skills. â— Effectively multi-tasks and reprioritizes to meet job expectations. â— Ability to cross train and assist in other areas as assigned. â— Working knowledge of the following computer applications: MS Office Suite - Word, PowerPoint and Excel; Google Workspace - Gmail, Calendar, Drive, Chat, Meet, Docs, Sheets, Forms; Zoom - Video conferencing and webinars. â— Familiar with University Twin Cities campus and systems.
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.