University of Rochester Guest Relations Coord - 216547 in Rochester, New York
Guest Relations Coord
Full Time 40 hours Grade 050 Financial Aid
8:30 AM-5 PM; OCCAS WKENDS/HOLS
The Guest Relations Coordinator (GRC) is a member of the Customer Service Team in the Financial Aid Office with specific responsibility for coordinating the Financial Aid Office’s customer contact activities. The Guest Relations Coordinator has frequent contact with students, families, administrative staff, deans and faculty members.
The GRC is part of a team that handles over 23,000 calls annually, while providing specialized, high-stakes customer service. The GRC must exhibit a thorough knowledge of departmental organization and procedures. Ability to maintain a warm, welcoming presence and personality throughout the day is essential. The GRC works independently and must exhibit professional and enthusiastic behavior, sound decision making ability, and strong leadership skills. The GRC needs to enjoy working with people especially when receiving feedback and resolving discrepancies or problems. The GRC must have the ability to multi-task and to remain calm under stress while assisting students and their families with quick resolution to any situation. The ability to exercise tact and discretion with each caller is required. In addition, follow through, thorough record keeping, and an understanding of trouble shooting principles along with the ability to ask focused questions are necessary.
All members of the Financial Aid Office staff must possess excellent oral communication skills, writing, time management, and organizational abilities that demonstrate proactive problem solving and convey a professional and enthusiastic attitude in a culturally diverse environment. Staff members must also possess demonstrated customer service experience that incorporates a global perspective along with a commitment to issues of diversity and the ability to work in a team setting with all levels of management, faculty, and staff. Staff members are responsible for providing high quality correspondence, informational materials, and program documentation, and maintaining the confidentiality of all information. Additionally, s/he may coordinate other financial aid activities, and/or provide back-up for financial aid colleagues.
As part of the College Enrollment division, additional cross-training in activities within the division also occur. Evening and weekend work is sometimes required.
Respond to questions and provide basic financial aid information, using independent judgment and decision making skills, respond to questions and concerns where additional referral is not necessary, including issues with FAOnline. Adherence to departmental, federal, state and University policies and procedures is expected.
Connects prospective and current students and families with appropriate financial aid counselors; makes appointments and updates student records and notes in PowerFAIDS.
Provide back-up to the Student Employment Office with Form I-9 completion.
Student Employee Supervision
Interview, hire, train, and evaluate 4-8 student employees for fall, spring and summer semester and for any opening that may occur mid-semester.
Follow up with student workers who have missed in/out punches to ensure proper payroll records.
Create and facilitate new hire training and mentoring programs and provide feedback for student employees to enhance and expand their working knowledge of office and campus business activities.
Coordinate and develop training and additional learning opportunities for reception that enhance the knowledge and skills of student employees and full-time staff to effectively handle customer interactions that improve the office’s ability to meet customers’ needs.
Update training manual for all staff that cover phone activities.
Work one-on-one with student staff to provide follow-up training.
Attend weekly team meetings and share relevant information with student employees for the purpose of ensuring accurate dissemination of critical financial aid information.
Collect weekly report and phone log from all student workers to ensure proper supervision and identify needs for further training.
Develop and maintain routine shadowing of student workers to ensure consistency and accuracy of information being disseminated.
Customer Contact Management
Schedule and create monthly calendar to maintain appropriate coverage of phone activities with adjustments to accommodate changes in visitor demands and volumes that result from mailings, emails blasts, etc. utilizing a team of 4-8 student employees and counseling staff when needed.
Maintain a detailed log for use in identifying problems, proposing alternative solutions, and providing feedback about the entire customer contact process.
Monitor customer contact volume and proactively manage scheduling and other activities to ensure that customers are served with minimal delay.
Review and monitor web-site information for accuracy and report errors and updates to the programmers.
Review weekly phone reports to track incoming calls and utilize this information to assign appropriate resources.
Produce and provide monthly phone summary report to Assistant Director of Customer Service to go over any trends, problems, and concerns.
Daily monitoring of outlook calendar to ensure proper entry of appointments.
Continued growth and development in the fields of customer service and financial aid through attendance at staff meetings/training, workshops, (etc.) as a participant, panelist, presenter, or moderator to remain current in the field, to determine and implement best practices while incorporating this knowledge into daily practice.
Other duties as assigned.
Bachelors’ degree and 1-2 years related experience, preferably in a higher education environment and/or customer service field; or an equivalent combination of education and experience. Solid computer experience using word processing, spreadsheet, electronic calendar, and e-mail software applications in addition to experience with Microsoft Office or similar software products preferred. Proficiency with PowerFAIDS preferred. Demonstrated knowledge of financial aid regulations is ideal.
How To Apply
All applicants must apply online. Please include a cover letter as page one of resume and attach as one document.
EOE Minorities/Females/Protected Veterans/Disabled
University of Rochester
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