Manager-Customer Service
Manager - Customer Service
STATUS: Full-time, Exempt
DEPARTMENT: Admissions and Strategic Partnerships
LOCATION: Grand Rapids, W.A. Lettinga This is an in person position
REPORTS TO: VP - Admissions & Strategic Partnerships
SALARY: $43,000
SUMMARY
This position is primarily responsible for overseeing and operating the University welcome desk at the W.A. Lettinga location as an extension of Admissions and Strategic Partnerships. Whether greeting, connecting guests to Davenport resources, or making arrangements for an on-campus event, the manager and their welcome desk team enthusiastically represent Davenport University. The manager and team further contribute to the mission of the Admissions and Strategic Partnership teams through office coordination and project work. The manager and/or team may perform limited administrative and project work for other student services departments or general scheduling, logistics, budgetary or short-term projects for the University. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values, which include diversity, equity, and inclusion.
RESPONSIBILITIES
Represent the university at the welcome desk, conducting visitor check-in, and responding to inquiries from faculty, staff, students, and guests in person, via phone or email. Make every effort to connect the inquirer to Davenport resources and team members to meet their needs.
Coordinate the staffing schedule and work assignments for the welcome desk staff and students in support of campus traffic flow, scheduled events, and priorities.
Engage direct reports to accomplish the following responsibilities as needed for cross-training and covering time away from work.
Collaborate with Admissions leadership to support enrollment events, campus tours, projects, and office coordination in some or all of the University locations as needed.
Serve as a primary point of contact for scheduling room reservations and internal events on the W.A. Lettinga campus in collaboration with executive administrative assistants and representatives from academics.
Share administrator rights to the current EMS scheduling tool with a small team.
Oversee the coordination of non-athletic external events at the W.A. Lettinga campus following the university policies and guidelines.
Collaborate with university departments, including Public Safety, Dining, IT, and Facilities, as needed for event logistics and excellent implementation.
Draft, review, and/or edit Admissions correspondence, reports, and materials for communication or publication.
Serve as a point of contact within Admissions for financial and procurement support such as tracking and reconciling expenditures, facilitating pro-card and expense reimbursement requests, and processing purchase order requests.
Serve as a point of contact within Admissions for administrative support functions such as ordering supplies, reserving conference rooms, and assisting in event scheduling support.
Provide back-up to other university points of contact in similar roles, and rely on them to provide back-up for you to cover time away from work.
Provide limited regular or intermittent support for reports, planning, projects or correspondence for student services leadership such as Advising, Student Financial Services, Career Services, and the Center for Campus Life.
Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC, and national affiliations associated with athletics or other role-specific regulations.
Provide GREAT customer service, anticipating and exceeding the needs of our customers.
Demonstrate and promote the University's Cultural Values.
Perform other duties as assigned.
QUALIFICATIONS:
