Client Services Coordinator - Student Services Center - Azusa Pacific University

APU seeks employees who desire to contribute to our thriving culture by cultivating community through professional interactions, demonstrating a posture of lifelong learning, and modeling Christ-like character. Working together, employees at APU commit to establishing a university atmosphere that is edifying to God and one another.

The Client Services Coordinator creates a welcoming front office reception environment and provides excellent service to all prospective and current undergraduate, graduate and professional student needs. As the first point of contact this position provides assistance and service in the areas of application, admission, financial services, registration, and general undergraduate, graduate and professional student services, and also serves as a connection point for all Registrar and Student Financial Services areas. As a member of the Client Services team, this position provides resources to support staff in academic departments and other service areas outside the Student Services Center.

Required Education

• Bachelors Degree required.

Required Experience

• One to three years of related customer service experience.

Primary Duties/Essential Functions

Customer Service

• Serves on the front lines of customer service for Student Services 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 Student Services Center’s policies and procedures.
• Greets all walk-in visitors to the Student Services Center.
• Answers all incoming phone calls to the Student Services Center main line, and creates tickets in Zendesk.
• Answers incoming email, as assigned, to ensure all clients receive an accurate and timely response.
• Problem solves student traffic flow with the Associate Director of Client Services, as well as other teams.
• 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 academic departments and distributes to Student Services Center staff.
• Interfaces with student databases and general office software on a daily basis.
• Collects data and provides reports to assist the 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 Student Services Center various calendars.
• Assists as needed with various tasks for coordinating office function (such as work orders, office supply orders, etc).
• Assists in the training of Client Services Student 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 Student Services Center/Client Services to internal and external clients within the 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 10lbs occasionally.
• Requires repetitive finger and wrist motions, sitting at a computer keyboard.
• Able to conduct business at various offices on campus.

Visual Demands

• Computer monitor, reading, and writing.

Environment

• Pleasant office, comfortable temperatures.
• Multiple conversations and transactions occurring simultaneously.

Technologies

• Proficient in Google Apps., Microsoft Office, Word, and Excel.
• Understanding of Google Suite Apps such as Gmail, Drive, Calendar, Sites, Docs, Sheets, Forms, etc.

Compensation

• Grade 7: $19.49 to $22.41 is the hourly compensation for this role and reflects what Azusa Pacific University reasonably expects to pay for this position. Actual compensation may vary based on the qualifications, experience, and internal equity. In addition to compensation, APU offers a competitive benefits package.

Azusa Pacific University is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Please click the links to learn more about 'what we believe', our 'mission statement', and our 'statement of faith'.

You can learn more about APU by watching the stories of faculty, staff, and alumni as they carry out our mission here: http://www.apu.edu/stories/

Azusa Pacific University will conduct a background check on all final candidates.

Review of applications will begin immediately, and the position will remain open until filled unless otherwise stated. Azusa Pacific University does not discriminate on the basis of race, color, national origin, sex, age, disability, or status as a veteran in any of its policies, practices, or procedures. Women and minorities are encouraged to apply.