Specialist III

Position Description

Performs responsible, specialized duties within a unit of a department. Responsibilities include activities which require knowledge of departmental procedures. Employee performance is based upon a review of completed work and overall results obtained. May supervise clerical employees.

Major/Essential Functions

PHONES:

• Professionally manage a multi-line phone system by efficiently answering incoming calls, providing accurate information, and directing customers to the appropriate office or personnel for assistance.
• Deliver excellent customer service by responding to inquiries promptly and ensuring calls are routed accurately and effectively.
• Maintain clear and professional communication while assisting customers and coordinating with departments to ensure efficient calling and issue resolution.
• Manage and respond to voicemail messages promptly daily, ensuring accurate communication and timely follow-up with customers and departments.
• Responsible for managing holiday voicemail systems, including activating and deactivating holiday voicemail greetings to ensure accurate communication during office closures and reopening periods.

MAIL:

• Process and distribute incoming mail by opening, date-stamping, and routing correspondence to the appropriate individual or department in a timely and accurate manner.
• Manage mail distribution operations to ensure efficient handling and delivery of documents and correspondence throughout the organization.
• Receive and process delivered checks by opening, date-stamping, and ensuring prompt delivery to the appropriate department for processing.
• Prepare and send certified mail as needed, ensuring proper documentation, tracking, and delivery confirmation.

CUSTOMER SERVICE:

• Provide front counter support by assisting walk-in customers with inquiries and delivering accurate, timely, and professional customer service as needed.
• Respond to customer and student inquiries efficiently, ensuring needs are addressed with professionalism, accuracy, and attention to detail.
• Manage and respond to emails submitted to the Registrar inbox via Salesforce, providing clear communication and assistance with requests, questions, and related services.

SYSTEMS AND EQUIPMENT:

• Accurately uses all registrar systems, including Banner, MS Teams, Dashboard, Salesforce, and all other university systems.
• Accurately use all registrar systems, including Banner, MS Teams, Dashboard, and all other university systems to complete assigned duties.

TRANSCRIPT PROCESSING:

• Process faculty and institutional transcript requests using Banner and Dashboard systems, ensuring accurate, confidential, and timely handling of academic records.
• Manage daily transcript batch processing by printing, sorting, and preparing transcript orders for mailing or customer pickup.
• Notify students of transcripts held for pickup.
• Maintain accuracy and efficiency in transcript fulfillment while adhering to university policies and record management procedures.
• Testing to assure transcript printing is accurate before printing batches every Monday after updates have been made.

Required Qualifications

High school plus 3 years experience. Additional education may substitute for experience on a year for year basis.