Full Time 40 hours Grade 007 Admissions Schedule 8 AM-5 PM; OCCASSIONAL WKENDS/HOL Responsibilities Position Summary: The Receptionist is a member of the Guest Relations Team in the division of College Enrollment which includes the Office of Admissions, Financial Aid, College Enrollment, Student Employment, Pre-College Programs, and Veteran and Military Family Services. The Receptionist has frequent contact with students, families, staff, faculty, and other high priority visitors in Wallis Hall (central administration) and to other campus departments. The Receptionist is part of a team that handles over 23,000 calls annually, while providing specialized, high-stakes customer service. The Receptionist 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 Receptionist works independently and must exhibit professional and enthusiastic behavior. The Receptionist needs to enjoy working with people especially when receiving feedback and resolving discrepancies or problems. The receptionist 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. Excellent oral, written, and interpersonal communication skills in a diverse environment are essential, as is a professional and resourceful approach. The Receptionist must 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. Additional cross-training in an office in the division of College Enrollment may occur. Non-traditional work hours (evenings and/or weekends) required. Reception Work/Phones Provides basic admissions information to customers; answers and redistributes incoming phone calls for a 75 person office. When problems cannot otherwise be resolved, functions as a decision maker and responds to questions and concerns where additional referral is not necessary. Using independent judgment and decision making skills, responds to broad email inquiries directed to the general admissions account. Redistributes atypical email inquiries to the appropriate person/department as needed. Responsible for accurate communication via phone, email, and web to ensure that the message is clear and our departmental policies and procedures are met. Reception Work/Front Desk Principal liaison between visitors and College Enrollment division offices. Provides direction and assistance, requiring thorough knowledge of departmental organization and procedures. Receives and welcomes visitors, current and prospective students and their families. Provides basic information for walk-in visitors and provides forms such as Interview Part I, Enrolling Student Deposit, etc. Connects students and families with appropriate staff; admissions and financial aid counselors, etc.; updates student records in Admissions and Financial Aid CRM (Customer Relationship Management) systems, Slate, PowerFAIDS, etc. Connects students and families with appropriate staff:admissions and financial aid counselors, etc., makes appointments and updates student records and notes in P , PowerFAIDS; Student Employment representative to complete Form I-9, etc. Provides direction and guidance to students assisting at front desk during peak event and other high-traffic days. Using independent judgment and decision making skills, provides guidance to walk in visitors relative to the University and other on-campus departments such as Athletics, Bursar, Academic Support, and other academic departments and classrooms. Directs and guides visitors to other areas or suites in Wallis Hall:President, Provost, General Counsel, Human Resources, Communications, Global Engagement, Senior VP for Administration, etc. Office Duties Opens and closes offices including front desk, lobby, presentation room, etc. Ensures that coffee supplies are maintained and replenished throughout the day. Maintains lobby appearance; stocks brochures and orders when needed. Compiles and distributes the âœTodayâ™s Listâ� (daily counselor availability) to Enrollment All. Attends weekly counseling staff meetings, takes notes and distributes minutes to all staff in the Admissions and College Enrollment Offices. Project Assignment Chairs the Celebration Committee in AFE; organizes meetings, leads group in planning; delegates components of individual programs, implements office celebrations and oversees completion of tasks. Tracks expenses and manages to the budget provided and prepares paperwork for reimbursement. Annual programs include the AFE summer outing and Community Service event and new hire welcome activities. Designs morale boosting activities, recognizes special events and occasions within the department with a broad understanding of departmental goals and an educational focus. Data Entry Pulls campus visitor reports from CRM and creates a spreadsheetof visitor statistics and trends for deans and other administrative staff as a comparison to years past; provides recommendations for upcoming visitor experiences Enters visit registrations for prospective students, parents and secondary school personnel and general inquiries regarding campus visits, interviews and special events into CRM systems which becomes part of the applicantsâ™ permanent record. General Responsibilities Continued growth and development in the fields of customer service and admissions through attendance at conferences, 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 by supervisor or other senior leaders. Qualifications High School education and 3-4 years related work experience; or an equivalent combination of educations and experience. Previous work experience in the customer service field is ideal.
The University of Rochester is one of the country's top-tier research universities. Our 158 buildings house more than 200 academic majors, more than 2,000 faculty and instructional staff, and some 11,100 students.
Learning at the University of Rochester is also on a very personal scale. Rochester remains one of the smallest and most collegiate among top research universities, with smaller classes, a low 10:1 student to teacher ratio, and increased interactions with faculty.