Welcome Center Manager

Job Description:

The primary purpose of this position is to provide direct services to International Student and Scholar Services staff and clientele at the International Student and Scholar Services Welcome Center. This role involves managing the Welcome Center and supervising the Welcome Center's student staff. The individual in this position works alongside the welcome center student staff at the front desk providing customer service to all our clients. This position also has several administrative duties related to the assignment of projects, helping with office manager responsibilities, and office-wide events.

95% Manage the Welcome Center (WC) and Supervise Student WC Staff
* Provide customer support at the Welcome Center, including responding to phone calls and emails, scheduling appointments, and signing up students and scholars for drop-ins and appointments
* Serve as a Designated School Official (DSO) in order to provide travel signatures, signatures for social security letters, help with advising triage, and other advising duties done efficiently at the Welcome Center
* Liaise between Counselors/Advisers and Welcome Center
* Hire, train, and supervise Welcome Center student staff
* Assign occasional projects requested by ISSS staff to Welcome Center staff. Assist and oversee, when needed.
* Troubleshoot issues that come up at the front desk or are brought to the front desk
* Meet regularly with Welcome Center staff
* Maintain client service statistics
* Ensure that training manuals and guidelines are well-documented
* Create the student staffing schedule and respond to schedule changes, making sure that we always have staffing coverage at the Welcome Center.
* Manage the Welcome Center budget by forecasting the cost of student staffing and then monitoring expenses to ensure they are within the budget
* Assume primary responsibility for ensuring that isss@umn.edu e-mail messages are answered in a timely and accurate manner.
* Make sure Welcome Center (190 lobby) monitor slides are working and running each day.
* Assist Welcome Center staff with keeping the lobby area clean and picked up.
* Identify unmet student needs through student questions and feedback in the walk-in service area. Suggest improvements to services for students, including the expansion of existing handouts and presentations, and the development of new ones.

5% Administrative Duties
* Assist office manager by keeping track of supply inventory, and assisting with putting supplies away and/or making sure they go to the right staff person.
* Work with the office manager and communications team to keep 190 lobby monitor slides up to date and edit, as needed.
* Assist with miscellaneous projects, if time allows

Required Qualifications:
* High school diploma/GED and four years of operations and/or student support experience OR a combination of related education and experience to equal four years
* U.S citizen or Legal Permanent resident - due to U.S. government requirements for serving as a Designated School Official (DSO)
* Customer service experience
* Demonstrated organizational skills and high attention to detail
* Demonstrated independence with problem-solving and decision-making abilities
* Ability to work and communicate effectively with diverse teams of people and clientele

Preferred Qualifications:
* Experience in a high-volume, complex, professional office environment
* Experience working independently and as part of multiple staff teams
* Computer experience in a PC environment, particularly with PeopleSoft, FileMaker Pro, MS Office and Google Suite (Word, Excel, PowerPoint, Google Gmail, and Google Docs)
* Previous experience at the University of Minnesota
* Experience working in an international office
* Experience working with F or J visa regulations
* Experience managing multiple people's calendars at once

International Student and Scholar Services (ISSS) is dedicated to serving the University of Minnesota's international community.

Its primary mission is to assist international students and scholars in successfully accomplishing the goals that brought them to the University. ISSS supports the University's internationalization efforts by helping departments bring new foreign nationals into the community; by providing intercultural training for students, staff, and faculty; and by offering events that build links between the U.S. and international communities on campus. The office helps new international students transition to the University of Minnesota through Global Gopher Experiences, a series of virtual and in-person events, and convenes the International Student Advisory Board to ensure international student voices are represented on campus.

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).