Working Hours:

Working hours for this position consists of a 7.5-hour period (between the hours of 8:00 am and 7:30 pm), exclusive of a 1/2- or 1-hour lunch.  In this position, the employee may be required to work up to two evenings per week with specific evenings assigned at the onset of employment.  All work hours are to be conducted on site.  Hours to be agreed upon between the supervisor and the employee at the onset of employment.

Summary: 

Provides day-to-day oversight of virtual and in-person reception and administrative support services to the Student Success Center, Enrollment Services, and related grant funded program(s).  The individual in this position must be able to provide excellent service while creating a positive environment where students feel welcomed and able to ask questions.  Ability to multi-task in a fast paced environment utilizing teleconferencing and chat technology, managing multiple calendars and responding to incoming calls is a necessity.  This individual may deal with challenging situations and will need to respond in a professional and diplomatic manner.  He or she will have access to confidential information and as such must possess a high level of confidentiality.

Essential Duties and Responsibilities:

1. Implement processes provided by the supervisor in all front desk operations to ensure that the advising and registration process for students occurs in an efficient and timely manner. Directs students to appropriate staff or resources as necessary.
2. Provide excellent student service and model professionalism by proactively addressing inquiries and handling any conflicts that may arise with respect and discretion.
3. Provide front desk support to include answering phones, responding to general email inquiries, scheduling appointments, organizing mailings, and other responsibilities.
4. Monitors and oversees the Student Success Center schedule and monitors the drop-in schedule to ensure adequate coverage and takes appropriate action if coverage is insufficient.
5. Assist in maintaining manuals and keeping materials up to date that document the functions and standard operating procedures of the Student Success Center.
6. Conducts and oversees call projects to contact students and schedule appointments and connect them with services. 
7. Utilize multiple technological tools such as virtual conference (Zoom) and calendar scheduling software, chat tools, Microsoft Teams and Outlook to connect students and staff.
8. Provides direction to, trains, and orients student workers in partnership with supervisor
9. Enters, edits and retrieves data using the College’s ERP system (e.g. enter student information, makes advisor assignments, initiates purchase requisitions, runs budget reports, and other Ellucian Colleague tasks.)
10. Assist with New Student Orientation and other Enrollment Services events as needed.
11. Maintains and runs reports as needed.
12. Maintains responsibility for managing confidential and sensitive information in an ethical and professional manner.
13. Performs other job-related duties as assigned.

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Required: 

Associate Degree with 1 year prior administrative experience in a customer service capacity.

Or

High School Diploma with 3 years administrative experience, with at least one year in a customer service capacity.

Preferred:

Two or more years of experience running a high-volume office

Working experience in an educational setting

Associate’s degree in relevant field

Bi-lingual Spanish/English

Computer Skills:

Proficient with Microsoft Office Suite including Excel, Word and Outlook Familiar with teleconferencing software such as Zoom. Proficient in the use of modern technology and comfortable with learning and utilizing new software tools and technologies.

Other Skills and Abilities:

• Knowledge of college practices and functions
• Excellent interpersonal and communication skills
• Excellent organizational and multi-tasking skills

Communication Skills:

Ability to read and interpret documents such as safety rules, operating instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of students or employees.

Mathematical Skills:

Requires basic mathematical skills.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where standardization exists. Ability to interpret a variety of instructions furnished in written or, oral form.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, to sit and reach with hands and arms. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.