Welcome Desk Coordinator

The Welcome Desk Coordinator leads execution of Front Desk Customer experience to provide excellent customer service as the primary staff member for the Admissions Welcome Desk and public area. Includes problem identification and solving and critical assessment of guest trends to inform strategic changes. This is a 100% full time, civil service, on-campus position.

Reporting to the Associate Director of Visits and Events, this position represents the University of Minnesota to the public and provides extra-mile customer service to prospective students and their families at the Admission's office front desk.

Extra-Mile Customer Service (70%)

• Leads implementation and management of the Office of Admissions Third Floor Welcome Desk Operations and Customer experience to provide excellent customer service.
• Assess and report on visitor trends for a wide variety of situations to inform proposed process or procedure changes to ensure an excellent experience.
• Manages a wide variety of visitor issues with efficiency, care and sensitivity, with minimal supervision. Includes managing urgent situations or de-escalation, including leadership and
  support in case of building emergency.
• Develops and implements training for back-up front desk staff to ensure continuity of service while away.
• Provides supplemental online customer service support for email inquiries to the office during high volume times.
• When possible, mingle with families who are waiting to meet with a unit-level representative.
• Monitor communications with first floor check-in desk student staff to support needs that arise.
• Maintain and complete opening and closing checklists for the Office of Admissions space.

Visit and Event Program Projects (25%)

• Leads a complex scheduling process for staff, aligning with Recruitment leadership to ensure optimal coverage for campus tours and admissions' events
• Manage space reservations for Visit Program
• Intake student document management into Slate CRM as back up to admissions counselors as needed.

Other Duties as Assigned (5%)

Required Qualifications

• BA/BS degree in communications, education, customer service or related field or a combination of related education and work experience equal to four years.
• Experience working with people of a wide array of diverse backgrounds and cultures.
• Demonstrated exceptional customer service skills including interpersonal, oral and written communication skills to support successful and positive customer relations with prospective students, applicants, current students and their supporters.
• Excellent communication skills, written and verbal
• Demonstrated commitment to ensuring accessibility and fostering inclusion in work practices

Preferred Qualifications

• Familiarity with U of M Twin Cities campus preferred.
• Experience in admissions, student recruitment, or other aspects of public relations preferred (either paid or volunteer).
• Experience in Technolutions Slate CRM software.
• Demonstrated experience with work requiring attention to detail
• Familiarity with the University of Minnesota recruitment and admissions practices.

The Oce of Admissions leads recruiting and enrolling of undergraduate students who will benet from and contribute to the University of Minnesota scholarly community. Admissions strives to be service-driven, tenacious, respectful, inclusive, authentic, and ethical. Our work includes collaboration with campus-wide with colleges, departments, and the units within the Oce of Undergraduate Education to meet the University's enrollment goals. The Oce of Admissions serves prospective undergraduate students, and incoming undergraduate students.

Pay Range: $45,000.00 - $49,000.00; depending on education/qualifications/experience

Time Appointment Category: 100% Appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Application materials must be submitted online and will be reviewed beginning May 30 as a priority application date. Depending on the status of the search, applications may be reviewed after that date. To be considered for this position, please click the Apply button and follow the instructions.

You will need to complete the online application and submit the following required materials:

• Resume
• Cover Letter
• Two professional references will be requested by finalists only at a later time

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).