Admin Assistant II

University of Colorado CU Denver

Department: 30042 – Admissions

Job Title: Admin Assistant II

Position #00803424– Requisition #27924

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date.  Information regarding this requirement, and exemptions can be found at: https://www.cu.edu/vaccine-requirement

Exemptions vary by campus location/department.

Campus/Unit-Specific Exemptions:

• Anschutz Campus – Accommodations may be granted for medical or religious reasons.
• Denver Campus – Exemptions are allowed for medical, religious, or personal reasons.
• Consolidated/Central Services Administration – Accommodations may be granted for medical or religious reasons.

The University of Colorado Denver l Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment.  We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.

About the University of Colorado Denver

The University of Colorado Denver is the state’s premier public urban research university and equity-serving institution. Globally connected and locally invested, CU Denver partners with future-focused learners and communities to design accessible, relevant, transformative educational experiences for every stage of life and career. Across eight schools and colleges in the heart of downtown Denver, our leading faculty inspires and works alongside students to solve complex challenges through boundary-breaking innovation and impactful research and creative work. As part of the state’s largest university system, CU Denver is a major contributor to the Colorado economy, with 2,000 employees and annual economic impact of more than $800 million. For more information, visit www.ucdenver.edu

Admissions has an opening for a full-time, State Classified Admin Assistant II  position.
Job Summary:
The purpose of this full-time, classified position provides front-line and essential customer service for the Office of Undergraduate Admissions & K-1 Outreach. This role will support prospective students and assist with applicant engagement by addressing and triaging inquiries made in-person, over the main phone line, main email account, or through text messaging. This position is responsible for direct interaction with prospective students, applicants, admitted students, and their families and influencers for any inbound communication and ensures that issues, concerns, or questions are accurately addressed or triaged appropriately. This position will provide mentorship, training, supervision, and support to student workers within the Office. Additionally, this role is a key member of the recruitment team and will support the needs of our applicants at in-person admissions events and daily tours. This role reports to the Director of Recruitment and may assist with decision making by helping track call and inquiry volume, as well as providing feedback on processes, policies, and student worker development.

Examples of Work Performed:

Phone, Email, and Text Communication (60%)

• Manage all inbound applicant support via incoming calls with the goal of customer service, being able to assist applicants through their next steps and identify when a call should be supported by another department or unit.
• Manage the general email inbox using Slate CRM by responding to communications, providing solutions for students, and assigning the communication to the appropriate admissions counselor.
• Support prospective students and assist with applicant engagement by addressing and triaging inquiries over the main phone line, main email account, or through text messaging.
• Track call volume and inquiries; provide data to Office leadership to assist with staffing, workflow, and process improvement.
• Maintain detailed records in the customer relations management system (Slate) and perform data entry.
• Manage the phone schedule and configure voicemails for holidays and university closures.

Unit Administrative Support (25%)

• Schedules prospective student appointments with Admissions staff and others.
• Coordinates and determines Admissions staff availability and creates appointments in Outlook calendars.
• Assist with outbound student engagement/outreach by contacting prospective students/applicants over the phone, via email, or through text messaging.
• As a key member of the recruitment team this role will partner closely with a variety of team members to support applicant success and engagement; this role will act as the first point of contact will provide feedback to leadership regarding office activity (volume and front desk coverage), trends (inquires), and suggest recommendations.
• Serve as liaison to connect applicants with other services around campus to ensure student application success. 

Manage Student Assistants (10%)

• This position will provide mentorship, training, supervision, and support to undergraduate student assists and/or graduate student assists who will support answering phones and responding to other inbound student interactions (currently 1-3 student employees).
• Establish weekly and monthly work calendars for student workers.
• Conduct observations of student assistants, provide coaching and ongoing training related to product knowledge and customer service training.
• Review communications developed by student assistants (ex. emails sent) to ensure they meet expectations and contain correct information for our applicants.
• Provide in-direct supervision and support to Student Ambassadors who assist the office with outreach and student engagement services.

Salary & Benefits:

• Hiring Salary Range: $3,013.08  – $3,331.32 per month ($36,156.96 – $39,975.84 per year)
• The salary offered is usually the minimum listed, however, a salary above the minimum may be offered for some hard to fill positions and/or in recognition of prior and applicable skills, experience, certifications, etc…
• This position is eligible for overtime compensation
• Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.
• Benefits: https://www.cu.edu/employee-services/benefits .
• Total Compensation Calculator: https://www.cu.edu/employee-services/total-compensation

Additional Information:

• Please click here for information on disability accommodations: http://www.ucdenver.edu/about/departments/HR/jobs/Pages/JobsatCUDenver.aspx
• Reference checks are a standard step in our hiring process.  You may be asked to provide contact information, including e-mail addresses, for up to 5 references if you are referred to the Hiring Authority for an interview.  We will notify you prior to contacting both on and off-list references.
• The University of Colorado Denver Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.
• The University of Colorado Denver Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

Please make sure to include the following in your resume: job title, duties, months and years employed, and average hours per week worked as minimum experience is calculated on a 40 hour/week basis. 

Minimum Qualifications:

• Two years of experience in an occupational field related to the work assigned to the position.

Preferred Qualifications:

• Experience working in a higher education environment
• Experience scheduling appointments and maintaining conference rooms or space
• Experience working as the first point of contact, greeting customers, and providing information

Competencies:

• Highly developed skills serving in a fast-paced customer service environment
• Ability to work independently as well as part of a team
• Ability to work with student staff to execute the mission of the office
• Ability to communicate effectively, both orally and in writing
• Excellent interpersonal skills and the ability to build rapport with a wide variety of individuals
• Time management and organizational skills
• Ability to establish priorities in a customer service setting
• Ability to work effectively with internal and external stakeholders
• Ability to exercise tact and diplomacy in a variety of situations
• Knowledge and proficiency in MS Office programs

Conditions of Employment:

• Must be a resident of Colorado at the time of application
• The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date.  Information regarding this requirement, and exemptions can be found at: https://www.cu.edu/vaccine-requirement

To apply, please submit the following materials to this posting: A cover letter and resume that specifically addresses the job requirements and outlines qualifications. Your resume MUST include job title, duties, months and years employed, and average hours per week worked as minimum experience is calculated on a 40 hour/week basis. Resumes are part of the comparative analysis (selection process) and will be used as part or all of the comparative analysis process to rank candidates.