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Customer Care Professional (Fixed Term)
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Position Number: 1069548
Location: Santa Clara, CA
Position Type: Alumni Associations and Services

Customer Care Professional (Fixed Term)

Department: Business Grad Programs
Fixed Term End Date: 06/30/2018
FLSA Status: Non-Exempt
Standard Hours (hours per week): 40

Position Purpose
Work as part of the Graduate Business Programs team to provide quality customer service, interacting with office staff and others across University to ensure a high level of service at all times, while exemplifying the professional standards of the Graduate Business School. Represent the Graduate Business Programs by phone and in person to students, faculty, administration, and alumni and ensure efficient and responsive office environment. Runs the front desk of the Graduate Business Programs Office and meets with MBA and MS students as needed.

HOURS: Monday - Thursday 10:30 a.m. - 7:30 p.m. and Friday 9:00 a.m. - 5:30 p.m. Occasional weekend hours.

Essential Duties and Responsibilities
1. Exceptional Customer Service Support

Receive, document, and resolve customer questions, comments, and requests in a timely manner.

Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.

Document all customer interactions through contact tracking.

Manage GBP Customer Service Survey.

Support all GBP and non-degree students with information, referrals and services.

Understand LSB graduate programs and operations in order to provide knowledge support to students, faculty, and alumni.

Submit department Facilities requests through AiM

Maintain and request office supplies

Manages the front desk for the Graduate Business Programs Office

2. Develop and implement best practices and processes to increase efficiency and customer satisfaction

Keep a close eye on student experience and relay feedback to GBP office.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.

Report to GBP staff regarding changes, potential challenges, and student concerns.

3. Provide administrative support for GBP staff

Manage GBP calendars on-line, scheduling appointments and overall staff planning for Academic Support and Records, Student Life, Special Programs and Career Management staff.

Support Senior Assistant Dean and Directors as needed with research projects.

Schedule meetings as needed.

Attend to miscellaneous correspondence and determine which department/staff member can best respond.

Attend and assist with on-campus events as needed and directed by the Sr. Assistant Dean.

Coordinates Senior Assistant Dean's calendar.

Maintain a central clearing house for Graduate Business Programs communications.
o Maintain/Update Marketing and Program Information.
o Update/fill/stock materials in Program racks and overall collateral.
o Collect newly published materials for all Programs for display and reference.

Inventory, order, and maintain office supplies including stationary.

Handle facilities requests related to the Office suite.

Develop and maintain office procedures files.

Handle GBP US Mail activities.

4. Other duties as assigned.

GENERAL GUIDELINES

1. Recommends initiatives and implements changes to improve quality and services.
2. Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.
3. Maintains contact with customers and solicits feedback for improved services.
4. Maximizes productivity through use of appropriate tools; planned training and performance initiatives.
5. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.
6. Prepares and submits reports as requested and required.
7. Implements guidelines to support the functions of the unit.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Physical Demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

Considerable time is spent at a desk using a computer terminal.

May be required to travel to other buildings on the campus.

May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.

May be required to occasionally travel to outside customers, venders or suppliers.

Work Environment
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

Typical office environment.

Mostly indoor office environment with windows.

Offices with equipment noise.

Offices with frequent interruptions.

Knowledge
a. Demonstrated advanced knowledge of general office computer software including MS Windows, MS Office (particular emphasis on Excel, Word and Power Point, experience with Publisher a plus), and gmail (sites experience preferred) as well as SCU software including PeopleSoft (financials, student, and purchasing), Astra, Camino, AiM, Bon Appetit, Concur, as well as a willingness to learn Google Sites, CommonSpot Web Publishing and Raiser's Edge. Willingness to learn latest technology.
b. Understanding and support of the Jesuit tradition of education and commitment to the fundamental values of service to others, community and diversity.

Skills
a. Excellent oral and written communication skills
b. Proven organizational skills

Abilities
a. This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment, working with students, alumni, donors, faculty, staff, vendors, and external contacts.
b. Ability to work a flexible schedule including evenings and weekends as needed to support Graduate Business programming.
c. Ability to maintain high level of confidentiality.
d. Demonstrated ability to initiate and manage tasks independently and effectively.
e. Enthusiastic and self-motivated, with a positive attitude and good sense of humor
f. Able to effectively prioritize multiple tasks and meet deadlines in a fast-paced team environment

Education and/or Experience
a. Bachelors degree preferred
b. 1-3 years experience in an office environment including some event/logistical coordination

Salary Information: $20.65 per hour

Open Until Filled: Yes

Special Instructions to Applicants
Fixed-term positions are contingent on continued availability of work and funding, and are at-will. Your at-will employment status means you or Santa Clara University (the University) may terminate your employment, with or without cause, and with or without notice.

EEO Statement
Santa Clara University is an Equal Opportunity/Affirmative Action employer, committed to excellence through diversity and inclusion, and, in this spirit, particularly welcomes applications from women, persons of color, and members of historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, status as a protected veteran, status as a qualified individual with a disability, or other protected category in accordance with applicable law. The University will provide reasonable accommodations to individuals with a disability.

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

About Santa Clara University
Santa Clara University is a comprehensive Jesuit, Catholic university located in California's Silicon Valley, offering its 8,800 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master's, Ph.D., and law degrees.

Santa Clara University does not sponsor work visas for staff positions. If hired, individuals must independently provide proof of their eligibility to work in the United States.

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