Job Information
Ohio University Administrative Services Associate in Athens, Ohio
Job Description:
Specific Job Summary:
The Transportation and Parking Services ( TPS ) Administrative Associate role serves as a front-line contact for the organization with a primary focus on providing excellent service for all interactions within the TPS Customer Care Center. Manages a team of student customer service representatives including hiring & training activities. Monitors business and process metrics to measure and manage customer service effectiveness. Assists customers via phone, e-mail/text correspondence, and in-person service support. Manages difficult customer interactions and delivers solution-oriented service care. Provides clerical and administrative assistance to support departmental service functions, special projects/events, and service promotion efforts as needed.
Specific Job duties:
- Customer Engagement & Service Staff Support: The TPS Administrative Associate supports the day-to-day operations and office coordination activities of the TPS Customer Care Center. The position leads the service support team in delivering and ensuring continued excellence in customer service to students, faculty, staff and university guests via office interactions, phone/text and e-mail correspondence. Monitors and supports staff interactions by providing information to address inquiries regarding products & services and assisting with resolution of customer concerns through critical problem-solving techniques. Identifies opportunities to improve customer service procedures and makes recommendations on service support initiatives.
Provides leadership support to student support specialists, assists with hiring, training, and scheduling of staff for all work functions associated with the service support center. Serves as a back-up for front-line staff and completes clerical and data entry work as needed. Facilitates and ensures staff adherence to standard operating procedures and service guidelines.
Business Service Support: Responsible for the coordination of service functions which include but are not limited to request intake form processing, permit distribution, appeals, toll violation processing, fleet rental requests, and Voyager/fuel key processing efforts. Completes communications for new employee orientation parking permit issuance and submits payroll deduction modifications. Completes daily web clearing activities and maintains departmental PCI compliance documentation. Maintains office inventories and service documents in accordance with university guidelines. Provides back-up support for financial processing and auditing efforts when necessary to support service operations. Performs other misc. duties as assigned.
- Service Promotion Support: Responsible for participation, scheduling and coordination activities for special event tabling opportunities, orientation sessions and resource fairs to share service offerings with the campus community and university stakeholders. Prepares and maintains knowledge-based documents/resources for staff and customers to provide awareness of organizational products/service offerings. Assist with planning and coordination of service campaigns and social media promotion efforts for unit. Works closely with TPS staff and senior leadership members to ensure successful completion of projects and initiatives.
General Job Summary:
Supports the general administrative functions of a wide variety of academic or administrative units including answering phones, greeting/referring/assisting visitors, customers, staff, or others, preparing documents and reports, compiling records, scheduling meetings, organizing and maintaining information, coordinating calendars, analyzing data including budgetary expenditures, and providing high level administrative assistance to executives.
General Job Responsibilities:
•May supervise or oversee the work of student employees.
•Represents an office as administrative liaison. Responds to non-routine inquiries requiring technical and/or University or unit knowledge.
•Utilizes department and/or University policies, practices, and procedures to answer questions and resolve problems and issues.
•Coordinates special events that require judgment in determining and prioritizing activities to meet desired results.
•Coordinates complex appointments, meetings, and travel itineraries. Triages scheduling issues.
•Edits documents and presentations. Composes basic correspondence. Types and coordinates class materials.
•Performs a variety of administrative duties regarding academic class scheduling and/or student academic records and/or reports. Duties may include activities such as updating student records, registering students in courses, entering courses into PeopleSoft and assigning classrooms.
•Coordinates mass mailing and/or email distribution.
•Creates and oversees departmental files, databases, and reports.
•Maintains office and/or laboratory supplies and inventory.
•Maintains website.
•Sets up accounts, tracks budgets, reconciles accounting statements, and follows up on discrepancies. Processes expenses
Minimum Qualifications:
Knowledge of standard administrative procedures and practices, office equipment, and computer software typically obtained by a high school degree or GED or equivalent and a minimum of 2 years related experience. An equivalent combination of education, training, and experience is acceptable.
Specific knowledge, certifications, and licensure will apply at the position level.
Preferred Qualifications:
Associate’s degree, or vocational or technical school degree
Customer Service experience
Experience supervising student employees
Planning Unit: Vice President for Finance & Administration
Department: Transportation & Parking
Applicants may contact this person if they have questions about this position: Kristen Bunce, mansfik1@ohio.edu
Employment Type: full-time regular
Advertised Salary:
AFSCME 3200 Pay Grade 13: $14.65 to $18.68 per hour