Job Description

Front Desk Specialist

If you're passionate about building a better future for individuals, communities, and our countryand you're committed to working hard to play your part in building that futureconsider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The front desk specialist serves as the first point of contact for the executive floor, providing professional reception support and ensuring a welcoming environment for visitors and staff. In addition to managing incoming calls and inquiries, this role coordinates engagement activities for the operations department, helping to foster a positive and collaborative workplace culture across all levels of the organization.

The front desk specialist is responsible for the resolution or transfer of incoming calls to the virtual front desk of the university. They provide callers with a friendly experience and work to understand their needs, then offer a knowledgeable answer to their inquiries. This may include transfers and collaboration with other WGU departments. The front desk specialist looks for opportunities to improve the workflow and intake process for calls to the virtual front desk.

Essential Functions and Responsibilities:

• Answer incoming calls to the virtual front desk during the designated business hours of the university within department service level agreement (SLA) timeframes.
• Provide callers with answers to their inquiries using various resources such as knowledgebase information and department contacts.
• Respond to escalated calls from students and staff and identify their path for resolution.
• Open voicemail messages left by callers and provide answers and information requested by doing callbacks or sending messages using WGU communication systems.
• Log and record call information, for both answered calls and callbacks, in SLA timeframes.
• Identify call trends and information gaps, research their root causes, and recommend suggestions for improvement to leadership.
• May coordinate coverage gaps with other staff.
• Train new front desk staff as needed.
• Performs other related duties as assigned by direct leader.

Knowledge, Skill and Abilities:

• Strong multitasking skills
• Exceptional verbal and written communication skills
• Strong time management and organizational skills
• Ability to work collaboratively with others and independently
• Ability to diligently follow standards and best practices for call ticketing systems and phone operation
• Commitment to working with people of diverse backgrounds
• Maintain a high degree of professionalism in all interactions

Competencies:

Organizational Impact:

• Applies organization's policies, practices and procedures in normal course of work and in the analysis and resolution of issues
• Work directly impacts team objectives and contributes collectively with the team toward functional objectives
• May conduct work important to students

Problem Solving & Decision Making:

• Normally receives ongoing direction and interaction from immediate supervisor/manager on all work
• Takes initiative and is self-managed within assigned tasks
• Has some latitude for independent judgement within assigned tasks and works with team and supervisor/manager on matters outside of established work plans and/or schedules

Communication & Influence:

• Demonstrates competencies while performing a variety of routine or standardized tasks, or tasks of limited scope
• Work plans and schedules are typically pre-defined or established in collaboration with supervisor/manager
• Scope of work may require cross-functional coordination and/or collaboration

Job Qualifications:

Minimum qualifications:

• Three (3) years of customer service experience in an office setting, which includes experience navigating computer applications and internet browsers.
• Proficiency in Microsoft Office programs such as Word, Outlook and Excel

Preferred qualifications:

• Experience working remotely
• Experience with customer relationship management systems (CRMs) such as Salesforce and Service Now, and scheduling management applications.
• Experience with telephonic or contact center tools such as Genesys and Microsoft telephony

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Position & application details:

This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional information:

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our talent acquisition team at recruiting@wgu.edu.

Equal employment opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

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