Front Counter Lead (Administrative Support Coordinator II), The Office of Outreach and Student Recruitment - Internal Only

Job Summary:

This role will perform entire clerical and administrative responsibilities for the front counter unit, which is inclusive of our front facing unit that coordinates all customer service inquiries from prospective to admitted students. This position plays a critical role in ensuring smooth operations and creating a positive, welcoming atmosphere for all individuals who interact with our department, with a particular focus on prospective students.

Duties and Responsibilities:

• Collaborate with unit Leads and Managers to ensure smooth front counter and customer service operations.
• Coordinate parking and transportation logistics, including permit requests for guests.
• Create and manage work schedules for Student Paraprofessionals based on semester availability.
• Maintain daily/monthly coverage schedules for front counter, email, tours, and events.
• Assist with hiring, onboarding, and serve as Timekeeper for Student Paraprofessionals.
• Provide training, guidance, and lead direction to student staff to ensure quality service.
• Monitor daily CSQ call reports, identify performance gaps, and propose solutions.
• Develop training materials using in-depth knowledge of university policies and procedures.
• Analyze chatbot performance and recommend improvements to enhance user experience.
• Manage student document intake processes and apply policy knowledge to resolve inquiries.
• Address administrative and customer service issues promptly via email and phone.
• Update FAQs based on call trends to support accurate student staff responses.
• Collaborate with Admissions Counselors to stay informed on deadlines and updates.
• Provide exceptional customer service to prospective/admitted students, families, and campus/community members during check-ins and inquiries.
• Monitor and assist with the Counseling appointment system to support student access.
• Collaborate with Admissions and Outreach Counselors on case escalations and issue resolution.
• Represent the University professionally across in-person, phone, and email interactions.
• Lead front desk operations for both San Bernardino and Palm Desert Campuses.
• Align communication practices across campuses to ensure a consistent service experience.
• Plan and lead virtual/in-person meetings to update and guide the customer service team.
• Other duties as assigned.

Minimum Qualifications: Required Education and Experience

• High school diploma or its equivalent and five years of progressively responsible experience in general office clerical or secretarial work or the equivalent

Required Qualifications

• Comprehensive and detailed knowledge of the university infrastructure, policies, and procedures.

• Thorough mastery of English grammar, punctuation, and spelling.

• Expertise in using office software packages, technology, and systems.

• Ability to interpret and apply policies and procedures independently, and use judgment and discretion to act when precedents do not exist.

• Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.

• Ability to understand problems from a broader perspective and anticipate the impact of office administration problems and solutions on other areas.

• Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.

• Ability to perform business math, analyze budgetary data, and make accurate projections requiring some inference.

• Ability to effectively write and present own reports.

• Ability to effectively handle interpersonal interactions at all levels and handle highly sensitive interpersonal situations.

• Ability to use negotiation and persuasion skills to achieve results and expedite projects.

Preferred Qualifications

• Bilingual in any language, written and spoken.

Compensation and Benefits:

Anticipated Hiring Range: $4,058 per month

Classification Salary Range: $4,058 - $6,653 per month

The salary offered will take into account internal equity and experience among other factors.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here .

Position Information:

Work status: Full-time/Exempt/Probationary

Academic year schedule: Monday through Friday (8:00 am - 5:00 pm), some evenings/weekends.

Summer schedule: Monday through Thursday (7:00 am - 5:30 pm), some evenings/weekends.

This is an 'On-Campus Only' Recruitment. Qualified applicants must be current employees of CSUSB.

The application deadline is May 30, 2025 at 11:55 pm (PST)

As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

California State University, San Bernardino is not a sponsoring agency for staff or management positions (i.e. H1-B Visas).

Conditions of Employment

Background Check

Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

Drivers License Check

Possession of a valid Driver's License is required. Employees in this position will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.

Mandated Reporter

The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Campus Security Authority

This position is designated as a Campus Security Authority (CSA) position under the federal Jeanne Cleary Disclosure of Campus Security Policy and Campus Crime Statistics Act. CSAs are responsible for reporting allegations of Clery Act Crimes reported to them or that they witness. CSA training is required.

I-9

CSUSB hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

Statement of Commitment to Diversity

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.

California State University, San Bernardino is proud to be an Affirmative Action/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion

Closing Statement:

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact CSUSB Benefits at benefits@csusb.edu .

Smoking

CSUSB is a smoke and tobacco-free campus. See policy at https://calstate.policystat.com/policy/6591951/latest/ .

Clery Act

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act

Advertised: May 16 2025 Pacific Daylight Time
Applications close: May 30 2025 Pacific Daylight Time

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• California State University, San Bernardino (CSUSB)

• (909) 537-4388

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