Osher Lifelong Learning Institute (OLLI), a program of the College of Continuing and Professional Studies, offers volunteer-led noncredit courses and educational activities for active older adults. This person is responsible for a broad range of responsibilities including customer service, general office support, facility coordination and course guide production assistance. This position reports to the Executive Director and works closely with all of the OLLI staff.
Customer Service and General Office Support - 40%
1. Provide excellent customer service to approximately 1200 members and potential members. Serve as initial point of contact for members, course leaders and general public. Answer questions on all aspects of program. Manage office email account and phone daily. Handle routine requests. Route non-routine questions to appropriate person. [Hours 8:00 – 4:30]
2. Manage registrations, drop/adds and wait lists. Answer online course registrations questions for members, and coach non-tech-savvy members when needed. Manage and process any mail-in course registrations. Prepare reports including membership, facilities, registration and attendance.
3. Communicate regarding schedule and facility changes with course participants, facility liaisons, course leaders and staff.
4. Assist the Executive Director with general administrative support functions and projects e.g. payment documents, invoices, scholarship process and records, and fundraising appreciation. Represent the department as the PCI manager for the University Compliance Program.
5. Assist with Board and committee meeting preparation (e.g. communications, schedule rooms, reserve parking, arrange coffee/food, tech needs, update and maintain roster and archive board records, etc.).
6. Coordinate administration and distribution of welcome information and name tags to new members. Check member profiles for volunteer interests and send to the appropriate committee.
7. Manage A/V equipment inventory, course materials, office supplies and work room. Manage onsite classroom including set-up, break down and tech needs for courses. Assist in troubleshooting for course leaders on use of tech equipment.
8. Support continuous improvement of team. Seek out and implement solutions to streamline departmental processes. Lead or participate in staff meetings. Seek out next step for own professional development.
9. Other duties as assigned.
Facilities Coordination – 40%
1. Facilitate communication between the office and the 30+ facility contacts across the Twin Cities metro, including classroom space needs, technical support, and problem-solving. Build and maintain positive relationships with facilities contacts.
2. Develop and oversee operational arrangements needed with input from the E.D. and Program Manager.
3. Maintain an up-to-date database of facilities contacts, amenities, AV equipment, and availability. (Includes assisting OLLI in avoiding holiday conflicts.)
4. Create and manage term course calendars via Google Cal.
5. Assist with identifying and securing rental sites including previewing contracts and setting up communications with site contacts.
Course Guide Production and Course Start Week Support - 20%
1. Assist with production of course guide. Ensure course information is complete regarding facilities and meets production timeline.
2. Maintain term grids in Google Drive and registration software database including building courses and sections.
3. Prepare communications for the electronic or mail distribution of program schedule.
4. Send course start date reminder emails to members with parking information when possible.
- High School diploma/GED and two years of educational program administration.
- Excellent Customer Service via phone, email or in-person. Ability to relate to others in a positive, helpful manner. Patience and tact with older adults.
- Knowledge of office operations.
- Proficiency in using MS Office, including Word, Excel, and PowerPoint.
- Proficiency in using web-based applications such as Google Drive, Google Docs and Google Forms.
- Experience with online registration software
- Organized – ability to prioritize, multitask and integrate new projects.
- Solid written and verbal communication skills with knowledge of grammar, spelling and punctuation
- Have access to reliable transportation to support programs at off-campus locations
- Ability to serve as a team player and assist others during crunch times
- Commitment to building a culture that respects and embraces diversity, inclusion, and equity.
- Experience with CampusCE online registration software
- Experience working with retired adults
- At least two years of customer service experience including conflict resolution situations
- Experience with Google survey, calendars and spreadsheets
- Sense of humor
Internal Number: 329236
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.