The Office Manager manages the Academic Advising & Planning Center (AAPC) administrative operations, front desk and reception area. Serves as primary campus contact, administrative support and customer service representative for Achieve (formerly Appointment Manager) software. Supervises front desk student employees; maintains student and office records system and inventories; orders and tracks office supplies and office budget; provides assistance with data entry and troubleshoots technical issues for students and staff. Serves as administrative support to the AAPC Director and Associate Director.

High School diploma and related experience required. Bachelor’s degree is preferred. Experience in a liberal arts and science institution and working with students, faculty, and staff is helpful. Excellent customer service skills expected. Must demonstrate strong attention to detail, initiative, strategic planning, problem solving and be able to multi-task in a busy campus office. A consistently calm and professional demeanor is essential. Experience using Banner, DegreeWorks, and CRM ADVISE is preferred. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Successful candidates will love:
·Supporting professional advisors’ and paraprofessional student employees’ growth through excellent administrative skills and services
·Providing Strong attention to detail, exhibiting initiative, and ability to follow through
-Collaborating with advisors and leadership team for continuous improvement
· Embracing and employing established departmental values (Team Spirit, Accountability, Humility, Communication, Appreciation, Inclusion)
· Collaborating with colleagues inside and outside the department to drive the vision and mission of the department through programming and committee work
· Participating in ongoing professional development opportunities with a dedication to continuous improvement
· Being a part of a team dedicated to mutual respect and collegiality
· Serving as a problem solver and resource to students and colleagues alike
· Sharing ideas
· Enjoy working in a dynamic, fast paced season-based advising (distinct Fall, Spring, Summer) setting
· Being a self-starter with ability to work independently as well in work teams
· Employing current and evolving technology

Knowledge, Skills and Abilities required for success in the position:

Knowledge:
· FERPA regulations and their application
· Working knowledge of Microsoft Suite products and Zoom software
· Work in compliance with College of Charleston policies and procedures

Skills and Abilities:
· Desire to train, supervise and develop student staff by providing ongoing support through a consistent in-person presence
· Exceptional ability at being a team player, establishing, building and maintaining effective internal and external relationships and contributing to a friendly, welcoming environment
· Must have an ability to establish and maintain a professional rapport with the Academic Advising & Planning Center personnel, students, faculty, other staff members and AAPC guests
· Demonstrated problem-solving and conflict resolution
· Demonstrated effective timely written and oral communication, interpersonal, organizational and customer service skills
· Able to lead multiple, simultaneous detailed and complex projects with competing priorities
· Exhibit initiative and tolerance for ambiguity in an ever-changing environment
· Affirm and contribute to a positive workplace culture
· Team spirited, enjoy working to achieve a common goal
· Desire to exemplify professional workplace behaviors
· Participate in all in-person services, programs, activities and initiatives relevant to job duties

Must demonstrate strong attention to detail, initiative, strategic planning, problem solving and can multi-task in a busy campus office. A service-mindset is essential. Exhibiting a consistently calm and professional demeanor is essential. Experience using Banner, DegreeWorks, and CRM Advise is preferred.

This is an in-person position. Although rare, may be required to work outside the College’s normal office hours (8:30am-5:00pm, Monday through Friday) during New Student Orientation and special events.

Applicants must submit a targeted cover letter, resume, three professional references including a current or past supervisor and their Customer Service Philosophy, not to exceed one typed page.

Please complete the application to include all current and previous work history and education. To be considered for an in-person interview, applicants must complete the online application in its entirety, as a resume will not replace information requested in the online application. Failure to complete the application or submit the requested materials will result in an application not being considered. Selected candidates will be asked to take the Working Genius assessment as a part of the interview process. A link to take the assessment will be provided for candidates invited for an on-campus interview.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background check.

All applications must be submitted online https://jobs.cofc.edu.

The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

Customer Service: Provide direct management and customer service relations in the front desk and reception area. Triage a wide range of academic matters on the telephone, in person, and virtually and use individual discretion when providing assistance related to departmental and campus policies and procedures, while redirecting traffic to appropriate campus offices and adhering to FERPA guidelines. Schedule student appointments with academic advisors and manage the staff calendars as necessary. Monitor office voicemail and respond to messages daily. Monitor the AAPC general advising email and respond to inquiries in a timely manner; refer questions to the Advisor-on-Call when appropriate.

Supervision: Hire, train, supervise and schedule front desk student employees in the AAPC. Manage the recruitment process and all employment paperwork. Develop and maintain a training manual and implement new and ongoing training and professional development for front desk student employees. Monitor front desk student employees to ensure they answer the telephone and greet visitors in a professional manner and provide exceptional customer service. Develop, maintain, and manage a workflow assignment process and delegate tasks to front desk student employees as needed.

Administrative Oversight: Plan and coordinate the office operations and manage their implementation, including Quick Question Drop-In, Advisor on Call scheduling, telework scheduling, and departmental calendars. Assist with technology-based and in-person administrative tasks and processes for AAPC during mandatory advising and New Student Orientation including removing registration holds when appropriate, setting PINs, and other data management or collection related tasks, as directed by AAPC Director or Associate Director. Assist and support AAPC social media communications, as needed. Oversee scheduling and manage processes related to special student populations for targeted advising programs (e.g., transfer students, conditionally readmitted students, students taking summer session classes prior to matriculating as degree-seeking students). Manage administrative tasks relative to staff meetings and professional development workshops including scheduling meetings and their location, organizing materials as needed, including recording and distributing minutes from AAPC staff meetings after each meeting. Support departmental programmatic efforts by securing event locations and communicating with program participants. Support and serve on departmental committees and committee initiatives, with special focus on those that impact specified areas of responsibility. Work on projects and initiatives as assigned by the Director and Associate Director. Work collaboratively with the Data Coordinator to assist with the collection and reporting of data as requested by the AAPC Director and serves as backup support in absence of the Data Coordinator.

Logistics: Maintain up-to-date inventory of all office equipment and keys, ordering replacements as necessary. Troubleshoot computer and photocopier equipment problems and consult with appropriate personnel for their resolution. Order and track office supplies and print resources, based on staff needs and in consultation with the AAPC Director. Maintain a college PCard, abiding by its use policies, keep records of all purchasing receipts and reconcile receipts by the appointed monthly deadline. Help maintain internal budget records and generate budget reports as requested by the AAPC Director. Meet monthly with AAPC Director to discuss budget matters and provide updates.

Search Committee and New Hire Support: Serve as administrative support for departmental Search Committees and onboarding of new staff members to include administrative tasks associated with interview scheduling, office communication with candidates, travel authorizations, parking, and ensure that new hire materials (nametag, business cards, staff shirt, etc.) are ordered following departmental and college protocols. Ensure vacant office is properly prepared for the new staff and appropriate office supplies are on hand. Assist with new employee orientation to the AAPC.

Technical Support: Serve as primary contact and customer service representative for Achieve (formerly Appointment Manager) software for the campus. Provide direct management of software for the campus, including working with the software developer for program improvements, testing when necessary, managing user accounts and deactivating when users leave the College, producing HTML code as necessary, overseeing the users’ walk-in centers, and providing support to all Achieve departments and programs when requested. Introduces campus partners to the software and onboards and trains new users when requested. Develops and delivers software training to users, upgrading as necessary, and communicates updates as appropriate to software users. Serves as Achieve technical software point of contact for the campus and troubleshoots problems that arise with departmental users. Communicates with campus IT office regarding the testing environment, Banner integration and other technology related issues. Work with IT and the Data Coordinator to ensure currently enrolled students are updated each term in the software. Trains AAPC staff as part of the new hire onboarding process. Manage Achieve processes to best facilitate student appointment utilization and manage the web content and functionality for the student-facing view of the product.

EXPL 101 Support: Support the administrative tasks associated with the EXPL 101 course administration including communication with the campus bookstore to ensure course materials are available and ready for student pick up. Communicate with instructors about their printing needs deadlines and print off course Assessments for instructors and monitor any technology challenges. Communicate with students through the vendor portal who have not taken their assessments in a timely manner. Support the AAPC Director in requesting course times and locations with the Registrar’s Office and update internal scheduling materials accordingly.