About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Serve as the primary receptionist for Commonwealth Honors College (CHC) and the Bloom Advising Center. Provide excellent customer service to students, faculty and staff who call or visit CHC and the advising center. Provide administrative support to the advising center by managing the academic advising appointment calendar, overseeing check-in and drop-in advising processes and supervising Peer Advising Assistants.
- Greet students, faculty, staff and guests who call or visit CHC and the Bloom Advising Center in a professional and courteous manner. Answer basic questions, direct people to the appropriate person or resource, and take messages when appropriate. Escalate significant customer service issues or complaints to the appropriate CHC staff.
- Read and respond to emails that are sent to the email@example.com account in a timely and professional manner. Forward emails and connect people with the appropriate resource as needed.
- Coordinate the pick-up and delivery of mail and packages.
- Maintain the schedule for CHC Conference Room 235. Determine urgency of requests and book appropriately.
- Operate and troubleshoot standard office machinery and report malfunctions to appropriate CHC staff and/or vendors.
- Open and close the office each weekday ensuring that the public reception area looks clean and professional and that all confidential files are securely locked up at the end of the day.
Administrative Support for the Bloom Advising Center:
- Coordinate the advising center check-in and drop-in processes. Triage appointment requests to determine urgency and the best person to assist them. Assist students with scheduling advising appointments using Navigate and Microsoft Outlook. Attend on-going Navigate trainings and remain abreast of updates.
- Manage the advising center appointment calendar. Coordinate part-time advisor schedules and update the calendar as needed. Create and maintain training materials on scheduling and calendar maintenance. Note inconsistencies and report system errors to the appropriate CHC and IT staff in a timely manner.
- Train and supervise 10-12 Peer Advising Assistants. Develop and maintain training materials and provide on-going advice and feedback.
- Utilize Navigate tools to coordinate and report on advising activity data as needed.
- Assist with the planning and facilitation of advising events and programs. Handle logistics including preparing and sending email correspondence, collecting RSVPs, and ordering refreshments. Coordinate logistics for New Students Orientation & Transitions programming including setting up and distributing group advising campaigns.
- Monitor advising center office supplies and forms and restock as needed. Coordinate with the CHC accountant to order supplies as needed.
- Perform other duties as assigned.
- Support and participate in CHC initiatives related to inclusion & community.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High school diploma or equivalent.
- Two years of experience providing customer service in an office setting.
- Strong written and oral communication skills.
- Experience operating a multi-line telephone console and knowledge of basic telephone etiquette.
- Ability to adapt to new policies and procedures.
- Ability to exercise sound judgement and maintain confidentiality. Ability to think through problems, organize and seek out information, identify key factors and underlying cases and generate solutions or resolve discrepancies.
- Strong organizational skills and attention to detail with the ability to complete assignments in a timely manner, balancing the demands of concurrent and potentially competing projects while maintaining professionalism.
- Ability to work both independently and as part of an effective team with a highly cooperative and collaborative work style. Strong interpersonal skills with the ability to interact effectively, and create and maintain harmonious relationships with a diverse population of students, faculty, and staff.
- Strong computer skills and experience using calendar systems and Microsoft Word, Excel, and Access.
- Ability to supervise student staff.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Previous experience providing administrative support in a higher education setting.
- Previous experience using Microsoft Outlook to schedule appointments and make room reservations.
- Familiarity with Commonwealth Honors College and its relationship within the University and the Commonwealth.
- Awareness of community, diversity, and inclusion issues.
- Familiarity with the traditional college experience.
Physical Demands/Working Conditions
- Typical office environment.
Monday-Friday 8:30 am-5:00 pm; 37.5 hours per week.
Special Instructions to Applicants
Please include a cover letter, resume, diversity statement (please see details below) and names of three professional references.
As part of a commitment to their own multicultural community, CHC seeks an individual with a demonstrated commitment to diversity and one who will understand and embrace university initiatives and aspirations. Candidates will need to submit a Statement of Contribution to Diversity, Equity, and Inclusion (as stated above). The Diversity Statement should identify past experiences and future goals. These contributions may result from lived experiences, scholarship, and/or mentoring, teaching, and outreach activities. (https://www.umass.edu/diversity/resources)
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.