Part-Time Enrollment Services Call Center Support Staff

Washtenaw Community College•Ann Arbor, MI

65d•$18•Hybrid

About The Position

The Part-Time Enrollment Services Call Center Support Staff will facilitate and support daily operations of the Office of Enrollment Services focusing on leading all customer service initiatives, providing the highest level of customer service to students, staff, and community, guiding students through the enrollment/registration process, and performing all related Enrollment Services functions.

Requirements

High School Graduate or GED equivalent.
Ability to work a flexible schedule with possible evenings/weekends.
Excellent communication skills, both written and oral.
Conflict resolution skills and experience.
Excellent desktop computer skills, including Microsoft Office, Google Docs, Graphic Design Software, and the ability to learn new systems quickly.
Ability to work in a fast-paced environment on a variety of projects.
Handle confidential materials appropriately.
Must be responsible, reliable and prompt.
Strong interpersonal skills to deal effectively with the college and community
Possess a sincere interest in helping others achieve academic goals.

Nice To Haves

Associate degree or higher preferred.
Registration or Admissions experience in an academic environment.
Conflict resolution skills and experience.
Experience with Salesforce or similar CRM.
Experience with Banner or similar SIS.
Experience with a multi-line phone system.

Responsibilities

Act as WCC's primary contact by supporting students, staff, and community members through the College's primary phone line, via Zoom, and through the College's primary email address.
Provide exceptional customer service to students, staff, and the community remotely utilizing various technologies. The technologies may include, but are not limited to Teams, Chat software, Banner SIS, Salesforce Target X, Parchment, Zoom, Outlook, Texting, and Avaya Call Center Phone System.
Analyze, troubleshoot, and resolve general and high priority issues by collaborating with team members and appropriate college offices to ensure that students, staff, and community receive the highest quality of service.
Serve as a cross-trained front-line representative providing customer service support to troubleshoot individual needs and ensure that the customer is either assisted through the process or triaged to the appropriate service.
Provide Enrollment Services and Student Record support including, but not limited to: Assisting students with applying to the college and completing the admissions process. Resolving financial concerns related to payments, holds, refunds, appeals or financial aid. Scheduling the appropriate advisement appointments/drop-ins. Facilitating registration/scheduling support and troubleshooting add/drop issues. Providing graduation application information, transcript requests, and student record updates.
Identifying appropriate WCC services/contacts to answer general questions related to services, events, and resources; utilize College systems such as EMS to identify appropriate contact.
Work closely with student services/instructional teams to assist with various initiatives, programs, and projects.
Demonstrate a high level of critical thinking to research solutions to questions or issues and effectively communicate action items to customers.
Communicate in a clear, concise and timely manner.
Document all interactions in appropriate student management system and run reports/interpret data as requested.
Maintain confidentiality to process enrollment information in compliance with Family Educational Rights and Privacy Act (FERPA) provisions.
Knowledge of current federal, state, and institutional programs, regulations, policies and procedures.
Attend Enrollment Management departmental training; assist with projects and events as requested.
Coordinate with other staff to continually evaluate and immediately adjust to the changing needs within the office (answering phones, job duties, etc.) to provide exceptional customer service.
Serve as a primary responsible partner for one or more of the following records processes: Assigning Incoming Emails: Review incoming emails and assign them to appropriate team members. Testing Registration Systems: Testing registration systems during weekends and holiday breaks to ensure they are consistently running; contact Enrollment Services Management/IT Services if down. Documenting Processes: Maintain documentation of frequently asked questions, process changes, and operational procedures for easy reference by the Enrollment Services team. Inquires: Identifying and processing the input of inquiries from prospective students. Registration: Follow up with students in need of assistance with course registration
Maintain knowledge of WCC processes and process updates for: admission, recruitment, registration, student records, advising, financial services, etc., in order to resolve complex student issues.
Maintain expert knowledge of the WCC enrollment process and related software systems, including: Banner SIS, Target X CRM, Avaya Call Center, SARS schedule, and more.
Complete outgoing calling campaigns to support student registration and retention initiatives.
Provide training as needed to students, faculty, advisors, counselors, and staff regarding the use of WCC online tools (Banner, WCC website, student email, netID, MyWCC, etc)
Instruct students individually, or in a group setting, on how to complete the enrollment process.
Other duties and special projects as assigned.

Benefits

WCC tuition waiver of 3 credit hours per semester
Retirement options and flexible schedules available
Great Discounts at WCC's Health & Fitness Center, Barnes & Noble Bookstore and more!

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