Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

The Operations and Customer Support Specialist is essential in ensuring the seamless functioning of our operations and delivering exceptional customer support. The ideal candidate will be a problem solver with excellent communication skills and a strong customer-centric mindset. Collaborates with cross-functional teams to streamline processes, enhance operational efficiency, and ensure our customers receive the highest level of service. Assisting with the management of the Customer Service ticketing system this position provides data analysis, collecting insights from customer interactions and operational processes to drive continuous improvement. Duties include but are not limited to:

Oversee office operations and management, ensuring an efficient and organized workplace environment.

Manage document imaging processes for student records, including training and supervising student workers and coordinating with schools for record retrieval and storage.

Provide high-quality customer support by responding to inquiries, troubleshooting issues, and escalating complex problems as needed.

Facilitate equipment distribution and inventory management, ensuring timely availability and proper tracking of tools and resources.

Support cross-functional collaboration by working closely with departments such as OUR, CETS, OSFS, RR, and UIS to align goals and improve communication.

Develop and maintain training materials, guides, and FAQs, while onboarding and training new team members.

Assist in process improvement initiatives by evaluating workflows, analyzing data, and generating reports to identify opportunities for enhancement.

Develop meeting agendas for the University Registrar and document minutes and action items for ongoing meeting series.

Maintain calendars and assist with travel arrangements.

Work Interactions

The role of Operations and Customer Support Specialist has a focus on overall office management and equipment distribution engaged in a variety of stakeholder interactions. Some key interactions include:

Collaborate with cross-functional teams to plan and coordinate office management tasks. This might involve discussions about office supplies, equipment needs, maintenance schedules, and vendor relationships.

Communication with various team members to understand their equipment requirements, distribute necessary tools, and gather feedback on the equipment's performance.

Coordination with team members to schedule and facilitate the distribution of equipment, ensuring that each person receives the necessary tools to perform their roles effectively.

Communication with vendors and service providers to order office supplies, schedule maintenance, and ensure timely delivery of equipment.

Organizing storage of all office supplies and archiving files.

Managing the Customer Support Channels including the ticketing system. When addressing customer inquiries and resolving issues, this position interacts with customers through various communication channels, such as email, phone, video calls and chat. These interactions would focus on troubleshooting and providing solutions to customers.

Technical Support Collaboration with OUR, CETS and UIS departments to seek solutions and provide timely updates to customers or team members.

Reporting and Feedback with management, preparing reports that outline the customer service experience, equipment distribution, maintenance schedules, and areas for improvement.

Training and Onboarding new team members during their onboarding process, providing training on equipment usage and office management procedures.

Conflict Resolution with Equipment Issues, Cross-Functional Project Meetings, Remote Team Communication, Customer Feedback Analysis.

Requirements and Qualifications

High School Diploma

2-4 years of experience required (or equivalent combination of education and work experience)

Good working knowledge of PC operations with office and customer service experience

Proficiency in Microsoft Office suite, with a mastery of Excel (vLookups, pivot tables, etc.)

Must have excellent verbal and written communication skills with the ability to write clearly and concisely

Strong interpersonal skills and attention to details

Ability to multi-task and work under pressure in a complex, changing environment

Work Mode Designation

This position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.