Boston College Introduction

Founded in 1863, Boston College is a Jesuit, Catholic university located six miles from downtown Boston with an enrollment of 9,484 full-time undergraduates and 5,250 graduate and professional students. Ranked 35 among national universities, Boston College has 888 full-time and 1,281 FTE faculty, 2,711 non-faculty employees, an operating budget of $1.4 billion, and an endowment in excess of $3.5 billion.

Job Description

The Service Center Representative provides a prompt, efficient and professional response to walk-in, telephone, and e-mail requests received from School of Theology and Ministry (STM) student, faculty and staff in a diverse set of areas including course registration as well as fiscal and operational processing.

This position reports to the Associate Dean, Finance and Administration.

Scope

Responsible for a variety of inquiries received from STM personnel in all ancillary support areas. These include hospitality (reception / desk coverage), fiscal management, back-office operations, event management, student worker oversight, and student course registration. Additionally, the incumbent receives the necessary cross-training to allow him/her to handle other areas supported by the Service Center. This position works closely with the Associate Dean, Finance and Administration, Associate Dean, Academic Affairs, Fiscal and Administrative Specialist, and Assistant Director, Financial Aid and Academic Services.


Essential Functions

Service Center (20%)
General office work within STM Service Center, including greeting guests, responding to inquiries, and providing assistance to STM faculty, staff, students, as well as campus partners and the wider public.
Works with team of graduate assistants and manages projects for which they are responsible.
Works on special STM projects, events, and conferences as assigned by the Associate Dean, Finance and Administration.

Fiscal (35%)
Provides general fiscal and administrative support to STM administration and faculty.
Processes Accounts Payable expense reports and vouchers and professional independent contractor employment paperwork and vendor payments.
Processes wire transfers.
Coordinates internal communications around budget tracking and financial deadlines.
Serves as P-Card administrator for the school and manages monthly P-card Reconciliation process.

Academic Services (25%)
Serves as first point of contact for student registration.
Escalates enrollment and aid issues to the STM Assistant Director, Financial Aid and Academic Services.
Coordinates attendance confirmation for courses at the start of Fall, Spring, and Summer sessions.
Verifies enrollment and assists with credit projections.
Works with Assistant Director, Financial Aid and Academic Services to submit STM requests to the Irish Famine Fund.
Serves as liaison with superiors of religious orders to provide grade reports/registration information each semester.
In collaboration with the Academic Services Specialist, provides data entry of assessment rubrics.
In collaboration with the Associate Dean, Academic Affairs, processes Pass/Fail Requests with Student Services.
Proctors doctoral and other exams when required.
Manages student files and electronic filing of student paperwork in Etrieve.

Additional Services (20%)
Coordinates room reservation process for Simboli Hall with Event Management and Student Services.
Processes room reservation requests and approvals through the Event Management online reservation system.
Manages internal Google calendars for Simboli Hall classrooms, conference rooms, and spiritual direction rooms.
Approves student hours in Kronos.
Processes Chapel Reservation requests through the Office of Campus Ministry online reservation system.
Arranges logistics for special events, including reviewing Event Checklists with organizers and ensuring completion of necessary requirements; communicating with Event Management, the Office of Transportation and Parking, and BCPD; and coordinating travel arrangements for guest speakers.
Administers the student conference funding process, coordinating conference opportunities, applications, committee approvals, and requests for reimbursement.
Serves as liaison to Office of Residential Life Summer Housing Office to coordinate housing for STM Summer students.
Responsible for inventory and ordering of office supplies.
Serves as part of STM administrative team, participating in regular meetings and the overall life of the school.

Decision Making and Problem Solving

Must be able to multi-task, prioritize the workload, and demonstrate flexibility and teamwork within a customer-oriented environment.
Must be able to exercise initiative to provide resolution of each request.
Must be able to work independently and prioritize work as constantly changing demands prescribe.
Must be comfortable managing others (students) and operating in a matrixed environment in which demands from multiple constituents must be balanced.


As the service center is the “public face” of the school, excellent hospitality skills and a pastoral presence will be critical to success.
An extremely keen attention to detail.
A high level of professionalism, discretion, and confidentiality is necessary.

Position Details:
Department: 051200 - STM Administration
Position: 00011496 - Service Center Representative
Grade: 2ND

Full-Time Equivalent Hiring Range: $41,300 to $51,600; salary commensurate with relevant experience.

Requirements

University Core Competencies

Teamwork, Customer Focus, Continuous Learning, Decision Making/Problem Solving, Communication, Applying Technology, Valuing Diversity, Big Picture Perspective, Openness to Change, Productivity, People Development.

Functional and Technical Competencies

Must have clear and concise verbal and written skills and the ability to effectively communicate with clients.
Ability to listen to gain an understanding of each customer’s issue.
Computer skills, including strong MS Office skills (Word, Excel) as well as specific technical packages as required (FileMaker Pro).
Strong communication and organizational skills.
Cooperative team player who works well independently and with others in a team-oriented, fast-paced environment.

Education/Training and Certification, Licensure, Registration Requirements

BA preferred; advanced coursework in business or higher education management preferred.
Background in theology and/or ministry preferred.

Experience

1-2 years of prior customer service experience required.
Prior experience with PeopleSoft preferred.
Strong computer skills with proficiency in Microsoft office, which includes Word, Excel, FileMaker Pro and PowerPoint software
Superior customer service, written, and oral communication skills.
Strong attention to detail, the ability to multi-task, work independently, set deadlines, and work well under pressure.
An appreciation of and orientation to changing technologies, especially related to new digital and social media.
Ability to represent Boston College and the School of Theology and Ministry in an outgoing and professional manner.
A demonstrated ability to write and edit a variety of professional documents.
Proficiency in Spanish preferred.
Experience with HR administration and transaction processing strongly preferred.

Exceptional Work Schedule Demands

Ability to work occasional evening and weekend hours.

Working Conditions and/or Physical Demands

Normal office environment.

Closing Statement