I am so proud of each and every one of you! You are all catching on to Handshake and the new seminar lineup so quickly. It's making my job much easier! So, thank you! 💕👍 Let's keep this train rolling and get you on the 90s office phone... ALumni Phone CallsBefore I begin my long, agonizing training plan, let's go over what should be open on the front desk computer during your shift. There seems to be a little confusion as to what should be open and when. I've created a list and then explain why:
Now that your tools are in place, let's go over what to do when an alumnus calls. You may notice, we receive several alumni phone calls a week. A benefit of attending Newhouse is that the CDC is a lifelong, free service. Even though some alums are several years out, does not mean they do not need guidance throughout their career. In our last post, we went over how to schedule an appointment for an alumnus. Let's go over the steps and some minor adjustments I've made to better help serve alums: Using Handshake as reference and GOING BY THE PRESENT COUNSELORS (counselors that are in the office at that very moment):
Try not to schedule more than one alumni appointment in a counselor's appointment block!!! Alums are unable to schedule appointments by email. They can however, email their résumé and cover letter to [email protected] for review. Let's say that the alumnus is looking for an immediate response, but all counselors are busy at the moment. You can refer them to our website newhouse.syr.edu > Career Development > Alumni > Career Search Toolkit. Salary negotiation is the most common immediate question. You can also have the alum email [email protected] with any quick questions and a counselor should respond by the end of the day. What do you do when an alum calls at the time of their appointment? transfering CallsAt the time of a phone appointment we have the alumnus contact the CDC's mainline at 315-443-3270. Then, the student staff will let the counselor know that her appointment is on the phone. When the counselor gives you the OK, you can then transfer the alumnus in. How do you do this? It's easy, but you're going to mess up a million times. We'll practice, though. To transfer a phone call:
All of our extensions are listed right next to you, but you should never send in a caller without informing us who it is and what they want first! Student Phone CallsStudent phone calls are really easy. Usually students have a question about an upcoming event or seminar and in that case you can definitely assist them because you read CDCNews and all... If a student is calling to schedule an appointment, inform the student that they can schedule the seminars themselves on Handshake or stop in to the CDC. If a student gives you pushback on this explain that due to our student traffic, scheduling phone appointments is difficult. Right now students are fresh to Handshake and may need help navigating, walk them through the process on the phone! They will appreciate the push to get them started. Too easy. Employer Phone CallsYou are probably noticing a theme and it's you're like a triage service. That's exactly what you're doing... You're vetting phone calls, so we are not bombarded. You're our gatekeepers. So, employers are the group that really needs vetting. When some employer's call they almost always ask immediately for Bridget. I don't know why, maybe because they are cruising the website prior to calling. Typically if Bridget is expecting a call, they will call her office phone. Side note: If any employer, alum or student call and ask for us by name it is always appreciated if you tell them we are either with a student or on a call. In this case, we will stick with an employer is on the phone:
nhcdc email responsesYou're going to start answering nhcdc emails... Yay! Of course, if there is a difficult question that you need help with, forward it to me, but for the most part I'm counting on you to help me manage these things. homeworkBefore your next shift, I want you to go over our website. I want you to be familiar with all of the information and where it is. Bonus TrainingSeminar Prep!!! I will always be there for guidance, but you are going to start prepping for seminars on your own. It is your job to know what is going on the day of your shift and to assist to prepare for them. All seminars require a sign-in sheet created in Excel. Sign-in sheets are created from the registration forms in our nhcdc Googe Drive. All sign-in sheets need to be:
Wrapping upRemember to complete the homework and study this information. There will be a quiz! ✌️
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