Student Services Specialist

Description

BROAD FUNCTION

Welcome visitors with a friendly, positive, and helpful demeanor. While also serving as a cross-trained administrative support, Student Services professional, dedicated to providing high-level customer service to prospective students, enrolled students, and other key stakeholders of Jackson College in a fast-paced environment. Responsibilities include assisting individuals with all aspects of Student Services including, but not limited to, admissions, event planning, orientation, advising, registration, financial aid, career services, multicultural, international, housing and support services. Demonstrates dedication to continuous quality improvement that espouses the mission, vision, and values of the institution. Must employ benchmarking standards related to world-class service and the student experience. Provide quality service in the performance of work assignments and duties.

Essential Functions

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• In concert with functional area specialists, provide procedural support and assistance to prospective and enrolled students regarding admissions, advising, registration, financial aid, support services, career services, and other related topics.
• Practice excellent telephone, email, text, and chat etiquette, provide a very positive, pleasant, friendly, and helpful disposition when interacting with students, employees, coworkers, and the public especially during high volume times in a fast-paced environment.
• Enthusiastically welcome individuals in person, live chat, and by phone to Student Services, and events recognizing that every interaction influences the recruitment and retention of students.
• Refer students to appropriate internal and community-based programs and support services. Initiate contact with faculty, the Student Resolution Advocate, Center for Student Success and other departments to assist students with questions and needs.
• Provide a high quality ‘hand-off’ to the next Jackson College professional.
• Assist with the coordination of, and participate in student services activities, new student and group tours, events, and projects designed to create an on-going atmosphere of care, concern, and goal attainment for students. Events may take place during non-standard work hours.
• Serve as administrative support staff to the Director of Admissions & New Student Engagement as well as the admissions team.
• Maintain the Student Services information center, specific calendars, serve as primary for managing the admissions email, and voicemail queue and schedules for the Student Services department.
• May assist in scheduling group tours and visits in coordination with department calendars. Including but not limited to reserving rooms, requesting faculty participation, and placing catering orders.
• Occasionally serve as a backup with providing group or individual tours during peak times.
• May serve as a back up to process new student applications and associated documents in collaboration with other members of the Admissions Team.
• Analyze and evaluate sensitive situations critically and accurately, determine consequences, solve problems creatively and recommend effective courses of action.
• Utilize electronic devices for digital student record maintenance and updates. While appropriately document student communications and inquiries; record details of inquiries, comments and complaints, record details of actions taken.
• Maintain currency of knowledge in JC systems, policies, and processes to assure the provision of consistent and accurate information.
• Participate in ongoing learning and professional development to assure ongoing knowledge and implementation of customer service best practice standards.
• Embrace a diverse student population recognizing each student’s unique circumstances, needs, and motivations for pursuing higher education.
  
  

In concert with other Student Services staff, analyze and develop innovative and resourceful recruiting/retention concepts for identified target markets and general student populations. As assigned, serve on committees designed to improve institutional quality.

• In accordance with FERPA, maintain complete confidentiality of student records and other information of a confidential nature.
• This position may also support the Corrections Education Program (CEP), therefore this position may be required to travel with regional directors and staff to the correctional facilities to assist with student needs.
• Travel as needed to correctional facilities to support CEP program; as such will need to pass a LEIN (Law Enforcement Information Network) clearance.
• Responsible for understanding, supporting and actively demonstrating the College’s beliefs, values, mission and vision and being in agreement to be evaluated by same.
  
  

Supervisory Responsibilities

This position may oversee, train, and schedule student employees, and may oversee student employees who report to a colleague, serving as a supervisory back-up during their absence.

CONTACTS AND PURPOSE OF CONTACTS

Internal

Frequent contact with registration/records, admissions, financial aid, business office, multicultural affairs, student life, student housing, career services, Center for Student Success, institutional quality and effectiveness, information technology and academic department staff in information sharing/gathering and problem-solving capacity. Regular contact and collaborative work with other staff, faculty, and administration members.

External

Frequent contact with students, prospective students and the general public in a service-providing capacity. Regular contact with JC off-campus staff and community partners. Some contact may be required with state agencies and federal agencies.

Qualifications

Minimum Qualifications

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty and responsibility. 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 essential functions.

Minimum

Education and/or Experience

• Associate degree or equivalent from a two-year college or technical school;
• 3 or more years related experience (customer-facing/customer service position) and/or training; or equivalent combination of education and experience.
  
  

Preferred

• Bachelor's degree (B.A. or B.S.) from a four-year college or university
• Two years related experience in a customer facing/customer service position.
  
  

Minimum Knowledge Of

• Presentation methods and techniques
• Personal computer and associated office software
• Customer service techniques including excellent phone skills and technology related communication skills.
  
  

Minimum Skills And Abilities To

• Speak effectively and confidently in front of large, and small groups.
• Write routine correspondence clearly and concisely, providing well thought-out details.
• Assess situations, identify problems, propose solutions, develop strategies for improvement and demonstrate follow-through.
• Listen closely to customers and communicate verbally with the customer or stakeholder.
• Empathize with students and other key stakeholders.
• Perform data entry and utilize basic computer programs such as Microsoft Office Suite
• Read, interpret, and memorize policies, protocols and guidelines.
• Works collaboratively with others effectively manage time and projects, coordinate tasks, plan and arrange activities, and set and meet deadlines.
• Demonstrate a customer service-oriented attitude.
• Work with complex systems
• Ability to work independently and remain focused in periods of heavy workflow and increased activity.
• Work in a fast-paced and dynamic environment
• Remain flexible, patient, and creative.
• Compute rate, ration, and percent and develop and interpret graphs.
• Work with confidential information related to the position.
• Contributes to team by working effectively with individuals of varying backgrounds.
  
  

Preferred Skills And Abilities To

• Create and run database queries.
  
  

Preferred Knowledge Of

• Marketing and sales techniques
• Customer Relationship Management (CRM) models and CRM Software
• Student Information Systems (SIS)
• Academic programs and requirements
• College and department policies and procedures
  
  

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 or hear. The employee frequently is required to sit and use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIROMENT

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.

“This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required and shall not be construed as declaring the specific duties and responsibilities. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.”

Supplemental Information

Supplemental Information

Jackson College only accepts on-line applications though this system. For assistance with this, please call 517-796-8468.

Please use your legal first and last names on your application. If you are hired, you will have the opportunity to identify and utilize your preferred name.

The Jackson College Nepotism policy prohibits hiring of a relative or someone with a familial relationship to work in the same instructional department, office or administrative unit of the College including spouse, child, stepchild, parent, stepparent or sibling of the employee or spouse, aunt, uncle, niece/nephew, grandparent, grandchild, and members of the same household including domestic partner.

It is important that your application show all the relevant education and experience you possess (even if you are repeating it from your resume or cover letter). For instance, do not say, "See Resume or C/V." Your resume, cover letter, and if a degree is required an unofficial transcript must be attached to your application. Applications will be rejected if incomplete.

When you apply for the position, you will get to the document upload area where you will be given an opportunity to attach your documents such as your vita, transcripts, etc.. Instructions will also be found there.

The College reserves the right to request proof of degree or certification at a later date if these documents are required as part of the qualifications for the position.

Final candidates will be subject to a criminal background as part of the employment process.

If selected you will be required to complete the US Citizenship and Immigration Services, Employment Eligibility Verification form I-9 and provide documentation verifying identity and eligibility to work in the United States. Jackson College is NOT able to support Visa applications for employment at the college. Applicants must already be eligible to work in the United States to be considered.

Applicants with disabilities may request accommodation to complete the application and interview process. Please notify Human Resources at least three (3) working days prior to the date of need.

A copy of Jackson College's Annual Security Report and Annual Fire Safety Report is available on the JC Campus Safety & Security website. The security report contains crime statistics for the previous three years for all of our campus locations and the annual fire safety report, which contains statistics for any reported fires in campus housing units and fire safety systems in these buildings. Additionally, the report contains policies, available resources and information concerning personal safety, fire safety and reporting procedures for both crimes and fires.

Applicants have rights under Federal employment laws. Jackson College is an Equal Opportunity Employer that actively supports workforce diversity.