Front Office Coordinator

Towson University (TU) is one of the nation’s top 100 public universities. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second-largest university in the prestigious University System of Maryland.  Towson University fosters a climate that is grounded in respect to cultivate the intellectual and personal growth of the entire university community.

Towson University is seeking a dynamic and outgoing individual to join our Academic Advising, Retention & Completion (AARC) office as the Front Office Coordinator & Receptionist. This crucial role reports to the director of AARC and serves as the first point of contact for students, their families, and other community members of Towson University such as faculty and staff. The ideal candidate will provide exceptional customer service and support, ensuring a welcoming and professional environment.

• This role is responsible for overseeing all customer service-related aspects for AARC including answering the office’s general phone line, servicing all drop-in traffic at the front desk, scheduling, checking in, and tracking appointments, monitoring AARC’s web-based chat service, and responding to the general AARC email inboxes. The coordinator is responsible for all customer service escalations and will determine which of these need intervention by AARC leadership.

• The coordinator is responsible for hiring, training, and supervising all Student Academic Advisors (SAAs) and overseeing the overall management and operations of the front desk. This includes scheduling regular team meetings with the SAAs and performing quality assurance checks on SAA email and phone responses.

• The coordinator is responsible for managing AARC’s social media platforms, collaborating with campus partners to develop and schedule meaningful content. 

• The coordinator is responsible for maintaining an ongoing inventory of office computers, phones and supporting updates to these technologies as needed as well as serve as key operator for main office copy machine, fax machine, and printer, and provide support as needed.

• The coordinator will assist in enhancing overall AARC operational efficiency contributing to the data-driven decision-making process within AARC, including advising experience survey data collection and analysis. 

• The coordinator will work on special projects for AARC, including support for the freshman registration process, and the Division of Enrollment Management (DEM) and other duties as assigned.

• High School Diploma or GED.

• Minimum of three (3) years of professional experience in an administrative, office operations, or customer service role.

• Strong forward-facing customer service skills are essential.

• Candidates must have the ability to interact with various constituencies across campus.

• Excellent organizational skills and attention to detail, and the ability to juggle multiple tasks is required.

• Proficiency with the Microsoft applications suite is a must.

• The ideal candidate will have excellent written and verbal communication skills and the ability to communicate effectively on the telephone, via email, and in person.

• Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of