Retention and Registration Assistant (FT)

• The Retention and Registration (RR) Assistant is responsible for processing credit registrations and providing customer service to students, staff and the general public. This position also requires specialized academic advising and registration functions. It involves day and evening hours and occasional weekend hours.

• The RR Assistant reports directly to and is responsible to the Manager of Retention and Registration.
• The RR Assistant coordinates most closely with the general public, students, retention specialists, Career Program Achievers (CPA), TRiO/Student Support Services (SSS) and Disability Support Services (DSS), college faculty and staff to include the Information Center, Financial Aid, Records, Admissions & Enrollment Management, Finance, Continuing Education, the Testing Center and other academic departments.

• Monitor implementation of successful registration procedures.  Ensure excellent customer service.
• Oversees all functions of registration processing.
• Work to improve the credit registration processes by working with Academic Affairs, division office associates, and the IT department.
• Coordinate with Academic Affairs, and/or division office associates on course/section conflicts, registration, and Self-Service Datatel issues.
• Processes student registrations through Datatel, the College’s administrative software system, answers questions relating to the registration processes, and handles drops/refunds. Explains Self-Service, assists students in registering online and assists with Perceptive Content scanning/linking and workflow processes.
• Help train Retention Specialists and new hires on registration functions.
• Keeps up to date with all changes, additions and cancellations for credit courses, in order to provide accurate information to students.
•  Greets current students, answers any questions and acts as a campus information guide.
• Answers phone calls, e-mail, and text message inquiries for current and prospective students. This includes both the register@hagerstowncc.edu and the Mongoose text groups
• Completes departmental text messaging campaigns. 
• Manages appointments and communication with students through ConexED.
• Oversees the daily operation of ConexED and serves as Group Manager in the system for the R&R department.
• Processes tuition waivers.
• Coordinate with Retention Specialists and the Registrar regarding requests for exceptions/substitutions.
• Resolves customer service issues; refer to Manager as needed.
• Follows all established registration procedures.
• Sorts and distributes mail.
• Explains to students the process and documentation needed for registration appeals.
• Submits yearly blanket purchase order, and pays invoices for water delivery and office supplies.

• Troubleshoot issues with Self-Service registration and repair Datatel errors.
• Resolve non-course issues and contact the Registrar to fix degree audit issues.

• Scheduling appointments for Retention & Registration staff, Coordinator of Academic Advising and Transfer Services, Western Maryland Consortium, Transfer Advisors, Disability Support Services staff and Cohort Programs staff.

• The wait-list report (daily)
• The duplicate and duplicate waitlist report (weekly)
• The prerequisite report (2x/semester)

• Tuition waivers
• Change of Major forms
• PIPA forms
• Tutorial and Independent Studies

•  Special projects as assigned. 

• Cross trains with the Student Center Welcome Desk.
• Provides feedback to the Dean’s Office, as needed, to enhance Student Center activity.
• Provides assistance to the Dean’s Office when Executive Assistant is away from the office.
• Provides general assistance, as needed, to units in the Student Center.
• Cross trains with Customer Service Representative in the Information Center and provides coverage for this area, as needed.

• Associates Degree supplemented by courses in computers, word processing, and business/customer service practices required; minimum three years related work experience to include data entry and/or direct customer service experience required; or an equivalent combination of experience and training which provides the required knowledge, skills, and abilities. 

• Excellent interpersonal and verbal skills; proficiency in computer applications such as Word and Excel 
• experience in integrated database systems is desirable; minimum keyboard skills of 40 wpm
• ability to work independently and accurately under pressure, and make decisions in accordance with established policies and procedures 
• strong verbal communication 
• problem solving customer service skills 
• ability to deal tactfully with staff and students; ability to maintain confidentiality of student records 
• ability to work independently without detailed instruction; attention to detail.

Salary : $19