Under the direct supervision of the Associate Registrar, the Senior Front Line Coordinator, in addition to fulfilling the responsibilities required as Front Line Coordinator, is also responsible for the following functions: Maintains exemplary service standards, monitors the status of daily workflow and output, formulates and analyzes strategies to ensure successful Check-In and Registration events, Co-manages and trains work-study students on Frontline and Backline responsibilities, and communicates to Associate Registrar any process and/or service concerns. The Senior Front Line Coordinator is well versed in Family Educational Rights & Privacy Act (FERPA) regulations and their application and ensures FERPA compliance on Front Line.
Essential Duties and Responsibilities:
Monitors the status of daily workflow and output at Frontline ?
Evaluates Frontline processes to continually scrutinize service standards ?
Monitors productivity to ensure timely delivery of service ?
Sets and ensures OREG service standards for; exemplary customer service skills, dissemination of accurate and consistent information with regard to academic policies and procedures, FERPA compliant ?
Versed and compliant in Family Educational Rights & Privacy Act (FERPA) ?Front Line Reception and Service
Serves as initial contact and primary resource for students ?
Directs students towards helpful academic resources in an online and campus capacity ?
Educates students on academic policies and procedures in an accurate and consistent manner ?
Resolves student inquiries and concerns in a timely manner. Makes referrals as necessary ?
Ultimately accountable for providing high level of customer satisfaction ?
Provides exemplary customer service skills in person and via phone ?
Maintains high level of communication and collaboration with Department Chairs, Academic Advisors and Departmental representatives ?
Continually formulates strategies to address concerns and to enrich process and student service ?
Information Transaction Processing
Process in college database all student academic-related requests including; grade changes, credit by exams, change of enrollment status, course withdrawal, change of major, change of program ?
Accountable for processing all requests by service standard deadlines Event Management ?
Prepares and trains all workstudy and temporary staff on Check-in, Add/Drop, and Registration-related duties ?
Facilitates Frontline Outreach Team meetings; solicits topics, sets agenda ?Event Services Support ?
Commencement Conferral Team; Assists in floor to stage responsibilities ?
Batch Registration Team; assists with creating entering student schedules ?
Transfer Credit Workshop Team; Assists IPC as needed ?Additional Duties and Responsibilities ?
Supervisor of Office of the Registrar Workstudy Program
Ad hoc Team Projects Assistance as assigned by OREG Leadership Team ?and staff and other duties as assigned ?Committee Participation and Professional Development. ?
Bachelors Degree Required. ?
Strong interpersonal skills: Ability to understand and support the broad ?range of client needs for delivering exemplary customer service ?
Analytical skills: Ability to analyze problems, anticipate potential problems and deduce their solutions. Ability to process information accurately and efficiently ?
Self-motivation: Ability to work effectively and meet deadlines with minimal supervision. ?
Strong verbal & written communication skills: Ability to accurately and clearly communicate college policies and procedures, either verbally or in writing, in a knowledgeable, cordial, and professional manner. ?
Ability to work with extremely private information in the most confidential manner. Thoroughly versed in FERPA 1974.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
*** Application Instructions Specific to this Position ***
Currently enrolled Berklee students may not apply for staff or faculty positions.
Applicants who are both interested and qualified should submit the following materials:
Cover letter that addresses the applicant’s capabilities and experiences.
A resume or CV.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee College of Music is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Berklee provides a diverse and inclusive work environment
We all share a universal love for listening to, and creating music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creati...vity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.