ROLE DESCRIPTION
The Administrative and Technical Manager oversees and carries out all administrative tasks related to registering students in our language program. He or she serves as a front desk team leader, which includes communicating with the public and directing other employees in administrative and customer service tasks.
Our registration process is primarily online, but also includes face-to-face meetings with new students. In recent years we have used a mix of manual and automated methods that we have developed ourselves – the ability to use the automated parts that we have created ourselves at a technical level would be an advantage for candidates. However, we will soon be switching to a customized customer relationship management (CRM) software.
DESCRIPTION OF DUTIES
– Ensure timely execution of all phases of the student registration process and lead the team involved.
– Ensure the correct flow of data that fulfills various administrative tasks (student attendance, student enrollment certificates, coordination with accounting, etc.).
– Get to know the team and help them adapt to new custom CRM software in development, while identifying and implementing necessary changes to our process and surrounding communications as the system evolves.
– Navigate legacy IT tools that may still be in use and track and organize information that has not yet been integrated into the new system.
– Keep all communication with program participants and applicants up to date, in three languages, and ensure consistency (website, email templates, printed materials, written responses from the hosting team via email).
– Participate in general front desk duties, respond in detail to student inquiries regarding our language program and its policies, and have knowledge of other Friendship House programs.
– Assist in the supervision and training of reception staff, which may include newly arrived volunteers and trainees who we integrate into our support team.
– Collaborate with technical consultants when external support for software solutions is required.
SKILLS NEEDED
The successful candidate is:
– Fluent in 2 of the 3 languages in which we offer our services (French, English, Spanish); Good knowledge of the third language is an advantage.
– Analytical, willing to identify and solve problems in an evolving system.
– Convenient with advanced spreadsheet functions (Excel, Google Sheets)
– Very detail oriented; They are able to organize information spread across many different document types and strive to maintain consistency.
– Able to meet tight deadlines
– People-oriented; Has strong customer service skills (responds to students and the public) and has the ability to train other front office team members who may be new or developing. You also need to be accommodating to people who may be living in precarious circumstances.
ADVANTAGES
– Familiarity with databases – Basic knowledge of HTML, Javascript
– Ability to learn/understand Google Apps Script
– Knowledge of web development