Registrar Assistant and Customer Support Specialist

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Registrar Assistant and Customer Support Specialist plays a critical role in advancing both administrative efficiency and exceptional service delivery within the Office of the University Registrar (OUR). Reporting to the Deputy University Registrar, this position streamlines office workflows, manages complex scheduling requests to optimize classroom and academic space usage, and analyzes ticketing system data to support ongoing process improvement. As a key representative of the OUR, the Specialist manages non academic classroom reservations,, maintains accurate website information. This role is also responsible for directing document imaging workflows for student records, ensuring data integrity, and leading technical writing efforts to document Standard Operating Procedures (SOPs) and develop targeted training plans. Operating in a fast-paced campus environment, this position collaborates closely with partners such as CETS-UIS and the Student Services Center to provide responsive, high-quality support to faculty, staff, and students.

Additional duties include, but are not limited to:

• Manage high-volume classroom requests from faculty, student groups, and outside organizations

• Coordinate billing for external and internal groups and represent the office in major planning committees like New Student Orientation (NSO) and the Summer Planning Group.

• Act as the primary point of contact for the administration and analysis of the customer service ticketing system.

• Develop user dashboards to monitor ticket resolution status and assist all staff to resolve inquiries via email, phone, and chat, escalating complex technical issues to senior leadership and other departments as required

• Oversees document imaging processes for student records, including supervising student workers, coordinating record retrieval across schools, and ensuring a high standard of data accuracy.

• Provides essential support for record retention and FERPA compliance by conducting annual reviews and reporting office adherence to audit requirements. Also contributes to periodic assessments of record-keeping practices to promote continued operational efficiency.

• Analyze interaction data and operational workflows to identify bottlenecks. Generate reports on service outcomes and equipment performance to suggest actionable improvements

• Oversee daily office operations, including inventory tracking, equipment distribution, and maintenance schedules to ensure the workplace is organized and fully resourced

• Develop comprehensive training guides, FAQs, email response templates, and OUR staff SOP manuals. Lead the onboarding process for new team members to ensure proficiency in office procedures and equipment usage

• Document OUR Standard Operating Procedures (SOPs) and collaborate with each unit to develop targeted job aids and comprehensive training plans to ensure consistency and efficiency across operations

Work Interactions

The Operations and Customer Support Specialist maintains a focus on overall office management and equipment distribution through a variety of stakeholder interactions:

• Cross-Functional Collaboration: Partner with teams to coordinate office management tasks, including workspace reservations, office supplies, maintenance schedules, and vendor relationships.

• Technical Support & Integration: Collaborate with The Provost’s Office, OUR, UIS and other campus partners to seek technical solutions and provide timely updates to customers or team members.

• Team Coordination: Communicate with team members regarding on-campus presence and equipment requirements; facilitate the distribution of tools and gather feedback on equipment performance

• Customer Engagement: Manage support channels (email, phone, video calls, and chat) to troubleshoot and provide solutions to customer inquiries via the ticketing system.

• Reporting & Feedback: Prepare reports for management outlining the customer service experience, equipment distribution, maintenance schedules, and areas for operational enhancement.

• Training & Conflict Resolution: Facilitate onboarding for new hires and lead conflict resolution regarding equipment issues, cross-functional projects, and customer feedback analysis.

Requirements and Qualifications

• Bachelor’s Degree and 2–4 years of experience in a professional office environment.

• Experience within a Higher Education setting is strongly preferred.

• An equivalent combination of education and relevant work experience will be considered.

• Advanced proficiency in the Microsoft Office Suite, with a documented mastery of Excel (including the ability to perform vLookups, create pivot tables, and manage complex datasets).

• Strong working knowledge of PC operations and the ability to quickly learn proprietary university systems and ticketing software.

• Excellent oral and written communication skills with the specific ability to write clearly, concisely, and professionally for a variety of audiences (faculty, students, and external vendors).

• Superior interpersonal skills to facilitate collaboration across diverse departments and handle conflict resolution with diplomacy.

• Exceptional attention to detail and a high degree of accuracy in data entry and record-keeping.

• Proven ability to multi-task and prioritize competing deadlines in a high-pressure, complex, and rapidly changing campus environment.

Work Mode Designation

This position has been designated as On Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff and AAP positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

$47,586.00 - $87,558.13

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodations for any part of the application and hiring process, please visit the Office for Equal Opportunity Compliance website for general information about requesting accommodations, as well as information about requesting accommodations specifically for applicants. You also can also contact the Office for Equal Opportunity Compliance at (202) 687-4798 or [email protected].

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.