Administrative Coordinator - Military veterans preferred

DEPT: FULLER EQUIP

HOURS: 20-29 PER WEEK

FT/PT/TEMP: PART-TIME

EXEMPT STATUS: NON-EXEMPT

LOCATION: PASADENA, CA (FULL OR PARTIAL REMOTE CONSIDERED)

REPORTS TO: FULLER EQUIP OPERATIONS MANAGER

Brief Description and Background:

FULLER Equip is in service of Fuller’s mission to provide indispensable formational education to diverse Christian leaders everywhere. Equip’s strategy is to empower leaders at scale through premier digital, research-based, formational experiences that catalyze demonstrable Kingdom impact. 

The Administrative Coordinator supports the operational activities of FULLER Equip through processing financial transactions, customer service, office administration, event planning support, and video production support. As our customer service lead, this person is the face of Equip to our users, helping eager learners connect to great courses and resources through our website. Through attention to detail, an orientation towards serving people well, and tenacious execution, this person helps Equip realize its mission in the lives of real people everyday. 

Essential Functions:

Financial:

• Coordinate financial transactions and processes with faculty, contractors, and organizations. Prepare and process invoices, check requests, reimbursements, grant payments and reports, and credit card reclassifications in partnership with Fuller’s Office of Finance and Administration.

Customer Service:

• Respond to customer service inquiries within 24 hours and maintain high-touch communication throughout the issue resolution process from start to finish to deliver exceptional service. 

• Contact customers over the phone/Zoom to troubleshoot user experience issues and walk them through the steps to resolution.

• Resolve customer concerns, collaborating with Fuller’s technical team members and departments to solve problems.

• Coordinate with Equip’s partners and Fuller’s Centers to provide effective issue resolution and user experience improvements for the products they are selling on the Equip site.

• Capture and track common customer service issues to recommend solutions for common issues from users and partners to Equip leadership.

Office Administration:

• Receive and track relevant paperwork and electronic documents, including new agreements and Memoranda of Understanding (MOUs)

• Support onboarding and transitioning process of staff members by updating team directories, calendar invites, adding to systems, and collecting information 

• Foster a thriving remote team culture by coordinating administrative activities surrounding celebrating birthdays, demonstrating support for significant life events, arranging meal deliveries, ordering professional development resources, and coordinating team activities 

• Provide administrative support to Equip leadership, including scheduling meetings and note-taking as requested

• Check the mailroom on campus as needed for checks or other important communication

• Other administrative and logistical duties, as assigned

Platform Operations:

• Create Google submission forms, feedback forms and database for Certificates

• Process submitted assessments from learners and deliver to the appropriate Center

• Create certificates of completion for learners who have completed certificates and cohorts for Equip and Centers

• Process requests for “Credit for Prior Learning” from students towards their degree at Fuller 

• Support publication processes with the creation of special payment links, coupon codes, and managing subscription payment plans.

• Gather and organize data reports on users, sales, etc as requested by Equip leadership

Special Event Assistance: 

• Reserve space on campus for meetings and events 

• Arrange refreshments for meetings, filming sessions, and events, and provide onsite support as needed with supplies, welcoming guests, and meal set up.

• Manage hospitality and travel arrangements for staff and guests. 

• Coordinate event details when needed including attendee registration, room setup, decor, catering, and take-down, providing onsite support as needed.

Knowledge and Skills Required:

• Minimum 2 years of administrative and customer service-related experience

• High attention to deadlines, accuracy, and details

• Ability to prioritize, organize, multitask, and manage time well

• Able to work independently and coordinate with team members

• Self-starter who takes initiative to solve problems, tenacity to track issues until resolution is complete

• Excellent diagnostic and problem-solving skills and empathy for customer needs 

• Superb written and verbal communication skills, demonstrating warmth, positivity, clarity, and professionalism

• Aptitude for working within technical systems and understanding of website user journeys and registration processes 

• Comfortable in an environment with developing processes and infrastructure, able to create systems within customer service including canned responses, Help Desk articles, recommend flow and interface updates, and categorize recurring issues

• Ability to learn software systems including Strapi, Stripe, HubSpot, ZenDesk, Asana

• Strong computer skills, with competence in Microsoft Word, Excel, PowerPoint, Keynote, Gmail, Google docs, Google calendar, Google Analytics, Excel/Google Sheets, and metrics dashboards

• Ability to develop strong product knowledge of Equip’s offerings and persuasively guide customers to resources relevant for their needs

Additional Remarks:

• Must be willing to abide by Fuller Community Standards

• This is a hybrid position working primarily from the Pasadena, CA campus with some availability to work remotely.

• If approved for fully remote work, geographical location is subject to payroll state approval from Fuller Theological Seminary

Pay Scale:

• Hourly rate the seminary expects to pay: $22.00 - $25.00 per hour USD

Fuller Theological Seminary is an Equal Employment Opportunity/Affirmative Action employer. To the extent required by law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status. As a religious institution, Fuller Theological Seminary is permitted and reserves the right to prefer employees or prospective employees for certain positions on the basis of religion. All positions must agree to Fuller's Community Standards for conduct, and certain positions must fully accept Fuller's Statement of Faith. Women and minorities strongly encouraged to apply.