Working Title: Administrative Support, CRM Coordinator Classification: Administrative Support Coordinator I Job Code: 1035 Range Code: 1

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1 POSITION DESCRIPTION Department: Extended Learning Position Reports To: Dean, Extended Learning Working Title: Administrative Support, CRM Coordinator Classification: Administrative Support Coordinator I Job Code: 1035 Range Code: 1 Time Base: 1.0 Exempt or Non Exempt: Non exempt Position Number: Last Update: Union / Unit (if applicable): California State University Employees Union (CSUEU) / Unit 7 PURPOSE OF POSITION: Under the lead direction of the Dean, Extended Learning, the Administrative Support, CRM Coordinator serves as Extended Learning s Inquiry Team office manager and provides administrative support and operational coordination for Extended Learning s Inquiry Team. This position carries significant autonomy and lead responsibility for a wide range of Inquiry and CRM operations. Primary areas of responsibility include providing customer service (in person and by phone/ ), extensive inquiry phone call follow up, assisting with Extended Learning s Inquiry Team coordination, and supervising student assistants, serving as lead for the ASA I, CRM database maintenance and support and providing administrative support. This position will also be responsible for daily data entry and follow up of all customer inquiries into the CRM system. The incumbent must be able to interact with staff, administrators, internal and external constituents while remaining flexible, proactive, resourceful and efficient. As an essential part of the Extended Learning team, the Administrative Support, CRM Coordinator is responsible for assisting inquiries and students in a professional and efficient manner, to adhere to all protocols in line with CSUSM and EL goals and values. MAJOR RESPONSIBILITIES: % of Time 1. Office Management/Lead Worker 40% 2. Administrative Support 25% 3. CRM database maintenance and support 25% 4. Participate in outreach and recruitment events 10% LIST OF TASKS FOR EACH MAJOR RESPONSIBILITY: 1. Office Management/Lead Worker a. Coordinate office coverage and ensure the business operations of the department are met. b. Coordinate front line administrative support for the department ensuring adequate office coverage. c. Provide lead direction over administrative support assistant. d. Provide lead direction over student assistant(s). e. Participate in department, division, campus meetings and committees as appropriate. f. Assist visitor traffic at front desk and provide accurate information to customers. g. Provide backup support for Administrative Support Assistant when needed. 2. Administrative Support a. Supports Student Lifecycle Specialist Customer Relationship Management (CRM) Mgr with calendaring, including scheduling appointments and preparing daily schedules. b. Make travel arrangements and process timely/appropriate paperwork. c. Prepares and/or proofreading written documents such as letters, memos, agendas, etc. d. Coordinate and schedule team meetings and other events. e. Conducts periodic Extended Learning website review to ensure current information is posted and available for students.

2 3. CRM database maintenance and support a. Maintains and updates CRM fields, forms, templates established within the CRM. b. Conducts CRM data collection and reporting c. Participates in end user testing and ensure that CRM objectives are met. d. Proactively stays informed of new CRM database technologies and implements these new CRM technologies, as appropriate. e. Development of and conducts training sessions for departmental end users. f. Develops and/or updates system documentation such as end user training guides (SOPs), report requests, and application specifications. 4. Participate in outreach and recruitment events a. Make outreach and recruitment recommendations to CRM Enrollment Manager and suggest promotional strategies for academic credit programs. b. Assist with the development and implementation of Extended Learning promotional materials for academic credit programs. c. Coordinate and participate in various regional career fairs, job fairs, transfer fairs and other community outreach events. d. Develop, implement and facilitate EL Information Sessions. e. Serve on campus committees, by request, to assist in the development and delivery of student outreach and recruitment events. PROVIDES LEAD DIRECTION OF OTHERS a. Student Assistants b. Administrative Support Assistant REQUIREMENTS OF POSITION: 1. List education and experience required a. Four years of progressively responsible administrative/office support experience with knowledge of office methods, procedures, and practices. b. CRM experience preferred. c. Must possess a valid California driver s license and automobile insurance; a California State University defensive driving course must be passed upon acceptance of the position. 2. List knowledge, skills, and abilities required for this position. a. Demonstrated skill in entering and maintaining data in a relational database. b. Demonstrated skill in manipulating fields and forms within a relational database. c. Demonstrated ability to handle effectively a broad range of interpersonal contacts, including those at a higher level and those sensitive in nature. d. Excellent customer service, interpersonal, written and oral communication skills as well as a demonstrated commitment to the principles of diversity and multiculturalism. e. Strong written communication skills and attention to detail to draft, proofread and edit business documents. f. Thorough knowledge of English grammar, spelling and punctuation. g. Working knowledge of Microsoft Office Suite with expertise in Microsoft Word and Excel. h. Thorough knowledge of office methods, procedures and practices with emphasis on technology based systems and procedures. i. Knowledge of the principles and practices of budget maintenance and support. j. Demonstrated ability to use business mathematics and basic statistical techniques. k. Demonstrated ability to run reports from a centralized CRM system and extrapolate and compare relevant data. l. Demonstrated skill in the review of detailed records and transactions to identify, trace and correct budget errors. m. Demonstrated ability to reconcile line items and accounting entries and balance accounts. n. Ability to identify errors and discrepancies, research, and rectify problems. o. Demonstrated ability to learn, interpret independently, and apply a variety of complex policies and procedures.

3 p. Demonstrated ability to plan, organize, coordinate, prioritize and perform multiple work assignments while consistently meeting deadlines q. Ability to respond to routine inquiries and disseminate information. r. Ability to establish and maintain a working relationship with others within and outside of the work group. s. Must be flexible and able to handle multiple items in a fast paced environment. t. Demonstrated ability to coordinate and schedule meetings, conferences, seminars, events and travel arrangements. u. Ability to maintain and develop filing systems (alpha, numeric, etc.). v. Demonstrated ability to provide lead direction and training to staff and student assistants. w. Demonstrated ability to work in a confidential environment, recognize sensitive matters, use sound judgment and work independently with minimal supervision, using initiative to begin and complete work. x. Demonstrated ability to work as a team player on projects and to back up other support staff during peak periods or when other staff are away from the office. y. Ability to ensure the coordination of departmental administrative activities and provide consistent role modeling and guidance to administrative staff in order to achieve department goals and responsibilities. z. Ability to effectively handle a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature. aa. Demonstrated ability to organize multiple assignments, set priorities, meet deadlines; reschedule assignments based on shifting priorities, and following up on assignments with minimal direction. bb. Thorough and detailed knowledge of applicable university infrastructure, policies and procedures. cc. Must be willing to participate in training to keep skills current and for professional development pertaining to this position. dd. Demonstrated skill using the internet for research and information collecting, as well as placing orders and setting reservations, to assist with department program needs. 3. List machines, tools, equipment, and motor vehicles used in the performance of the duties a. PC computer, Windows operating system, copy machines, Laser printers, scanner, multi line telephone, general office tools. b. Software MS Office Suite and Outlook for . Familiar with using Excel and/or database systems. c. CRM software. 4. Unique working conditions a. Regular work schedule for this position is Monday through Friday 8am to 5pm. Advanced notice of regularly scheduled and assigned work hours will be provided. b. The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. c. This position is subject to a criminal background check based on meeting the following criteria: Access to detailed personally identifiable information about students, faculty, staff, or alumni which might enable identity theft. d. Must participate in required campus trainings including, but not limited to, Information Security Awareness Training and Defensive Driving. PURPOSE AND NATURE OF WORK RELATIONSHIPS: Define working relationships with people on and off campus (other than supervisor or people supervised) with whom this employee interacts on a continuing basis, and how often this interaction occurs. Student Lifecycle Specialist, CRM Mgr Receive direction/provide assistance Daily Student Services Professionals/Advisors Provide assistance Daily Administrative Support Coordinator Provide assistance Daily Inquiries/Clientele Provide information Daily Students Provide assistance Daily Associate Dean Receive guidance/provide assistance Weekly Program Directors Program support information Weekly Campus Faculty Provide assistance Occasional IITS Staff Provide minimal assistance Occasional

4 PHYSICAL EFFORT Job ID # N/A N/A Sitting 12. Lifting or carrying 2. Standing A. 10 lbs or less 3. Walking B. 11 to 25 lbs 4. Bending Over C. 26 to 50 lbs 5. Crawling D. 51 to 75 lbs 6. Climbing E. 76 to 100 lbs 7. Reaching overhead F. Over 100 lbs 8. Crouching 13. Repetitive use of hands/arms 9. Kneeling 14. Repetitive use of legs 10. Balancing 15. Eye/hand coordination 11. Pushing or pulling Yes No 16. Driving cars, trucks, forklifts and other equipment 17. Being around scientific equipment and machinery 18. Walking on uneven ground MENTAL EFFORT ENVIRONMENTAL FACTORS N/A N/A Directing others 1. Inside 2. Writing 2. Outside 3. Using math/calculations 3. Humid 4. Talking 4. Hazards 5. Working at various tempos 5. High places 6. Concentrating amid distractions 6. Hot 7. Remembering names 7. Cold 8. Remembering details 8. Dry 9. Making decisions 9. Wet 10. Working rapidly 10. Change of temp 11. Examining/ observing details 12. Discriminating colors 11. Dirty 12. Dusty 13. Odors 14. Noisy 15. Working w/others 16. Working around others 17. Working alone

5 SIGNATURES The last sheet for any staff position description should contain the signature sheet. Signatures will include the incumbent s signature (if applicable) or new employee; the supervisor s signature and all pertinent administrative personnel. Employee Appropriate Administrator (MPP) Dean/Department Head/Director/AVP (Optional)