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Higher Ed Administrative Careers - Student Affairs/Student services
Required Education * Bachelor's Degree required
Required Experience * 1-3 years of related customer service experience
Primary Duties/Essential Functions
* Customer Service: - Serves on the front lines of customer service for Graduate and Professional Center services, answering pertinent questions about programs and services and/or directing them to the appropriate individual on campus; requires the ability to retain and recall detailed information of the Graduate and Professional Center’s policies and procedures. - Greets all walk-in visitors to the Graduate and Professional Center. - Answers all incoming phone calls to the Graduate and Professional Center to include the general APU 1-800 line for graduate and professional programs, and inputs tickets in Zendesk. - Answers incoming email, as assigned, to ensure all clients receive an accurate and timely response. - Problem solves student traffic flow with Graduate and Professional Center counselors. - Maintains and adheres to all FERPA regulations and following all of APU’s set standards. - Committed to a Christ-centered, multicultural community that values diversity. - Support, affirm, and sustain the beliefs, values, and mission of the university in all facets of one's role and through the university's daily living expectations. - Work one Saturday commencement event (Winter or Spring) each calendar year. * Office Tasks: - Collects and maintains information on who to call within the graduate academic departments and distributes to Graduate and Professional Center staff. - Interfaces with student database and general office software on a daily basis. - Collects data and provides reports to assist the Graduate and Professional staff in determining trends related to student’s service needs. Includes creating spreadsheets, monitoring and tracking the number of clients through phone, email, or in-person contacts, and making observations and suggestions regarding effective customer service. - Assists as needed with the Graduate Center Master Calendar. - Assists as needed with various tasks for coordinating office function (such as stationery/ forms inventory, work orders, office supply orders). - Assists in the training of student office assistants and in the development and adherence to client services policies and procedures. * Interpersonal/ Interdepartmental Tasks: - Maintains a pleasant, professional atmosphere of the Client Services office area; interfaces with campus constituencies in a professional manner. - Represents Graduate and Professional Center Client Services to internal and external clients within the Graduate Center or other university departments. * Miscellaneous Tasks: - Completes other projects as assigned by the supervisor. - Performs other duties as assigned by the supervisor. - Regular, punctual attendance as required by the supervisor based on department needs.
Skills * Strong telephone skills, organizational skills and oral/written communication skills. * Knowledge of office operations and equipment. * Bilingual Spanish preferred but not required.
Mental Demands * In agreement with the purpose and goals of Azusa Pacific University in providing a Christian-based higher education for its students. * Ability to understand and follow detailed procedures. * Able to exercise independent judgment and discretion. * Able to work under pressure with distractions.
Physical Demands * Intermittent sitting, standing and walking. * Hearing and speaking in person and on the telephone. * Ability to lift, pull, grasp, reach, and stoop. * Ability to lift up to 10 lbs occasionally. * Requires repetitive finger and wrist motions, sitting at a computer keyboard. * Able to conduct business at various office on campus.
Visual Demands * Reading, writing notes, and computer monitor.
Environment * Pleasant office, comfortable temperature.
Technologies * Proficient in Microsoft Office, Word and Excel. * Understanding of Google services such as Gmail, Drive, Calendar, Sites, Docs, Sheets, Forms, etc.
Azusa Pacific University is acting as an Employment Agency in relation to this vacancy.
Internal Number: S287
About Azusa Pacific University
Azusa Pacific University is a comprehensive, evangelical, Christian university located 26 miles northeast of Los Angeles, California. As a leading Christian university in California, Azusa Pacific University grounds rigorous academics on a solid spiritual foundation. With an intentional focus on scholarship, faith integration, diversity, and internationalization, APU provides high-quality academic programs within a tight-knit community of disciples and scholars. APU is classified by the Carnegie Foundation as an R2 Doctoral University, recognizing APU’s high level of research activity. A leader in the Council for Christian Colleges & Universities, APU is committed to excellence in higher education. Offering more than 100 bachelor’s, master’s, and doctoral programs on campus, online, and at seven regional locations across Southern California, APU continues to be recognized annually as one of America’s Best Colleges by U.S. News & World Report.