Clerical Assistant - Counseling and Academic Advising Services

Job Function

The Clerical Assistant serves as the first point of contact for the Counseling and Academic Advising office, connecting students with staff and/or faculty of the counseling and advising department through scheduled appointments, phone calls, and walk-ins. This role provides exceptional customer service, coordinates appointments, and supports departmental functions to ensure a welcoming and efficient environment for all students.

Job Responsibilities

Front Desk and Office Support

• Provide general clerical support, including welcoming students, guests, and staff, managing data entry, and answering and directing phone calls.
• Manage the ACD which is a multi-line telephone system.
• Schedule current and prospective student appointments with faculty.
• Send reminder phone calls and text messages to students to confirm upcoming appointments.
• General knowledge of academic programs and ability to distribute appointments to appropriate faculty, student success team members, or staff.
• Maintain office literature racks.
• May distribute mail and prepare mailings.
• Pick up and deliver items from various departments, as necessary.
• Research departmental issues when assigned.
• Lock and/or unlock staff office doors as required
• Complete office closing procedures including making sure the office is clean and organized and that all lights and kitchen appliances are turned off
• May be assigned to work at other locations as needed.

• Create/organize client files for counselor appointments.
• Access departmental systems – such as Ellucian College, Macomb Success Link (MSL) Microsoft Office Suite and SARS to maintain student records.
• Properly enter student information when scheduling student appointments
• Review the schedules of Counselors, Advisors, and Student Access Services staff using the SARS anywhere system.
• Scan and email accommodation documentation to the Student Access Services email account.

• Ability to maintain professionalism while servicing students.
• Requires collaboration with faculty and other departments.
• Ability to multi-task such as handling phone calls and office visits.
• Provide accurate information about campus departments and redirect students when necessary.
• Chat with staff members through Microsoft Teams to coordinate student support or appointment arrivals.

• Maintain confidentiality of student records and information
• Ability to understand and apply FERPA confidentially requirements

• Will be trained and expected to become proficient in the following:
  • Office procedures and daily operations (phone system, scheduling system, walk-ins)
  • Scheduling appointments in different modalities
  • Customer service best practices and student interaction protocols
  • Computer systems (Ellucian Colleague, Macomb Success Link, SARs, Texting Platform, Phone System, Microsoft Office 365 Suite)
  • FERPA and data security
  • Departmental policies and resources available to students

• Perform other duties as assigned to support departmental goals and student success initiatives.

Education

High School Graduate or GED and some additional education including relevant course work and/or formal training.

Qualifications

Two (2) years equated related work experience in a customer service field or a demonstrated ability to perform the duties of the position.