The Enrollment Services Specialist supports enrollment services’ strategic and daily operations by serving as the front-line customer service representative and answering questions by applying various communication and approaches. This position aids enrollment activities, including directions to fill out applications and forms in person and online and answering the College’s phones. The Enrollment Services Specialist position assists, guides, and responds to student needs throughout the enrollment process from the time of application through enrollment and provides operational and functional support to the Enrollment Service Center. This position supports the college’s enrollment, retention, and completion initiatives. The Enrollment Services Specialist demonstrates sensitivity to and understanding of community college students’ diverse academic, socioeconomic, cultural, disability, and racial/ethnic backgrounds. This position may use varying styles and approaches that reflect an understanding and acceptance of the role of culture in a diverse, multicultural workplace at the Monroe Center and /or the Main Campus location.

 

 

 

The following are the functions essential to performing this job:

1. Provide front-line customer service and answer questions through various forms of communication, including face-to-face, telephone, email, text, and chat.

2. Navigate through and adapt to multiple software tools to manage customer flow and track face-to-face, telephone, and virtual interactions.

3. Apply customer service skills, including active listening, critical thinking, multi-tasking, and the ability to respond appropriately to diverse groups of people in various situations.

4. Resolve issues and instruct students through various self-service systems, including but not limited to PeopleSoft, myFCC, and Blackboard.

5. Research resources, collect data, communicate with appropriate departments, review documents and forms, ensure all required information is included, and share with students regarding missing information by participating in call campaigns.

6. Articulate policies, procedures, and regulations for students, visitors, and the public

7. Scan completed documents and link them into Perceptive Content.

8. Maintain data confidentiality and integrity and ensure compliance with FERPA (Family Education Rights and Privacy Act).

9. Administer Photo ID cards and parking passes to current students.

10. Work on special projects from departments within Enrollment Services, such as registering dual enrollment students, participating in call campaigns, assisting with Admissions and ROAR events, and supporting onboarding offices with processing, including but not limited to Admissions, Registration & Record, etc.

11. May occasionally be required to work evenings and weekends.

12. Perform other duties as assigned.

1. Some college or an Associate degree

2. Two (2) years of experience in a front-line customer service position or administrative duties.

3. Working knowledge of Microsoft Office Suite.

1. Associate degree or higher

2. Ability to converse in another language other than English (Spanish preferred)

3. Experience working at a higher education institution

4. Experience using a student information system