Support Professional, Lakeshore

Grand Rapids Community College • Grand Rapids, MI

1d • Onsite

About The Position

Serve as a highly professional representative of the GRCC Lakeshore Campus and the primary point of contact for aspects of enrollment, admissions, and financial aid. Greet and direct students and visitors promptly; assist with questions/concerns, and serve as the Lakeshore Campus �welcome� ensuring a positive first impression. Serve as the lead for triaging, prioritizing, and organizing the front desk, ensuring efficiency in a high-traffic, fast-paced environment. Answer phone calls in a courteous, friendly, timely, and professional manner. Provide extensive information regarding GRCC student services including admissions, enrollment, financial aid, student accounts, and academic support. Assist students and parents with understanding and interpreting student accounts, tuition payments, financial aid awards, and FAFSA verification processes. Assist students in completing and submitting applications for GRCC admissions, FAFSA, tuition payment plans, and GRCC Foundation scholarships. Take a lead role in resolving front-line complaints and student frustrations at the Lakeshore related to financial aid, enrollment, or other student services, escalating as necessary. Provide and disburse essential information related to Student Financial Services, Student Records, and the Bookstore. Provide support for administrative and instructional staff as appropriate. Provide support and assistance with program projects as required. Maintain accurate records, files, and office activities with strict standards of confidentiality. Assist students with academic program selection, course registration, curriculum code changes, and general advising inquiries. Support students with technical difficulties, including MyGRCC portal login issues, online class access, quizzes/tests, and software navigation. Administer ACCUPLACER/ALEKS placement testing and other assessments as needed. Assist with room setups, guest speaker needs, and Lakeshore Campus events, including Fall/Spring Open Houses, Orientation, and Ready, Set, Enroll. Serve as the liaison for Spanish-speaking students and families, providing bilingual assistance and guidance on college processes including the translation of materials. Hire, train, supervise, and evaluate student employees at Lakeshore Campus, ensuring exceptional customer service and financial aid knowledge. Coordinate and manage student worker schedules across Winter, Summer, and Fall semesters to ensure full coverage during peak times. Develop student employee training programs focused on customer service, and technology use. Track, analyze, and report financial aid interactions, enrollment trends, and service needs at the Lakeshore to inform lakeshore campus-wide improvements. Monitor and report data related to applications, door counts and student interactions to assess service effectiveness. Assist with Lakeshore website updates and maintenance, ensuring accurate information is available to students. Assist students in navigating online platforms, including MyGRCC portal, Online Center, Academic Advisement, registration, and personal data changes. Manage the Lakeshore Campus laptop rental program, including inventory tracking and maintenance. Coordinate textbook pick-ups and rental drop-offs, ensuring accurate record-keeping and student access to course materials. Provide assistance with enrollment texting campaigns using Mongoose, ensuring timely and effective communication with students. Maintain strict confidentiality of student records, financial data, and sensitive information in compliance with FERPA, and other regulatory policies. Be flexible in scheduling to allow for evening, weekend, and additional hours as requested by the supervisor. Attend regular professional development and training in admissions, enrollment, financial aid, and student services to stay current with industry best practices. Work closely with Lakeshore Campus� F4F/Reconnect Liaison to answer student inquiries. Assist with coordination of New Student Orientation sessions at Lakeshore Campus. Cross train with other Lakeshore APSS to provide back-up when necessary. Use of various technology tools for manage tasks and communications (Mongoose/Cadence, Qless, Acuity, Sierra, etc). Coordinate with Student Life to provide food pantry and snack services for Lakeshore students. Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position. Performs other related duties as assigned.

Requirements

• Associate's degree or comparable combination of relevant education and experience
• Bilingual, English-Spanish preferred
• One (1) year of clerical and administrative assisting experience preferred
• Strong working knowledge of PeopleSoft Student Administration (CWIS) and Microsoft Office (MS Word, Excel, Access, PowerPoint) and Advisor Trac
• Ability to utilize highest levels of confidentiality and ethical standards
• Must be punctual and have a good attendance record and remain flexible in schedule to allow for changes during the semesters, in accordance with busy periods.
• Must be personable and energetic, enjoy working with the public, and have a strong customer service focus; ability to maintain positive interpersonal relationships, motivate others and work effectively as a member of a team as well as independently.
• Must possess good oral and written communication skills; ability to manage a high volume of service requests via phone and in person promptly, courteously and professionally.
• Ability to handle multiple priorities and with proven organizational skills with a focus on continuous improvement.
• Demonstrated ability to provide presentations to large groups (25 or more).
• Ability to communicate effectively and work cooperatively with a diverse student, college staff and business partner population.
• Demonstrate high technical skills and extensive software application experience. Specifically, MS Word, Excel, Access, Publisher, Microsoft Office Suite, PeopleSoft or other Student Information System, Blackboard, Image Now/Perceptive Content, Navigate, CRM Radius, Parchment, College Board, placement testing (Accuplacer, ALEKS), FAA Access, MISSG, FSA ID, FAFSA.gov, EAB, Mongoose, Acuity, and MyGRCC.
• Finalists must possess excellent proofreading skills and have aptitude for detailed work.
• A skills assessment may be required.
• Ability to lift and move up to 25 pounds
• Ability to sit for extended periods of time
• Demonstrated ability to work effectively with diverse populations
• Demonstrated ability to work as part of a team
• Ability to work under pressure.
• Possess mature judgment and is flexible in regards to interruptions and ability to handle pressure situations with tact.
• Problem solving skills a must
• Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner
• Project a professional image including punctuality and good attendance record
• Demonstrated initiative and problem-solving abilities and be able to exert initiative and resourcefulness
• Ability to perform daily routine and unexpected duties with minimum supervision

Nice To Haves

• Bilingual, English-Spanish preferred
• One (1) year of clerical and administrative assisting experience preferred
• Strong working knowledge of PeopleSoft Student Administration (CWIS) and Microsoft Office (MS Word, Excel, Access, PowerPoint) and Advisor Trac

Responsibilities

• Serve as a highly professional representative of the GRCC Lakeshore Campus and the primary point of contact for aspects of enrollment, admissions, and financial aid
• Greet and direct students and visitors promptly; assist with questions/concerns, and serve as the Lakeshore Campus �welcome� ensuring a positive first impression
• Serve as the lead for triaging, prioritizing, and organizing the front desk, ensuring efficiency in a high-traffic, fast-paced environment
• Answer phone calls in a courteous, friendly, timely, and professional manner
• Provide extensive information regarding GRCC student services including admissions, enrollment, financial aid, student accounts, and academic support
• Assist students and parents with understanding and interpreting student accounts, tuition payments, financial aid awards, and FAFSA verification processes
• Assist students in completing and submitting applications for GRCC admissions, FAFSA, tuition payment plans, and GRCC Foundation scholarships
• Take a lead role in resolving front-line complaints and student frustrations at the Lakeshore related to financial aid, enrollment, or other student services, escalating as necessary
• Provide and disburse essential information related to Student Financial Services, Student Records, and the Bookstore
• Provide support for administrative and instructional staff as appropriate
• Provide support and assistance with program projects as required
• Maintain accurate records, files, and office activities with strict standards of confidentiality
• Assist students with academic program selection, course registration, curriculum code changes, and general advising inquiries
• Support students with technical difficulties, including MyGRCC portal login issues, online class access, quizzes/tests, and software navigation
• Administer ACCUPLACER/ALEKS placement testing and other assessments as needed
• Assist with room setups, guest speaker needs, and Lakeshore Campus events, including Fall/Spring Open Houses, Orientation, and Ready, Set, Enroll
• Serve as the liaison for Spanish-speaking students and families, providing bilingual assistance and guidance on college processes including the translation of materials
• Hire, train, supervise, and evaluate student employees at Lakeshore Campus, ensuring exceptional customer service and financial aid knowledge
• Coordinate and manage student worker schedules across Winter, Summer, and Fall semesters to ensure full coverage during peak times
• Develop student employee training programs focused on customer service, and technology use
• Track, analyze, and report financial aid interactions, enrollment trends, and service needs at the Lakeshore to inform lakeshore campus-wide improvements
• Monitor and report data related to applications, door counts and student interactions to assess service effectiveness
• Assist with Lakeshore website updates and maintenance, ensuring accurate information is available to students
• Assist students in navigating online platforms, including MyGRCC portal, Online Center, Academic Advisement, registration, and personal data changes
• Manage the Lakeshore Campus laptop rental program, including inventory tracking and maintenance
• Coordinate textbook pick-ups and rental drop-offs, ensuring accurate record-keeping and student access to course materials
• Provide assistance with enrollment texting campaigns using Mongoose, ensuring timely and effective communication with students
• Maintain strict confidentiality of student records, financial data, and sensitive information in compliance with FERPA, and other regulatory policies
• Be flexible in scheduling to allow for evening, weekend, and additional hours as requested by the supervisor
• Attend regular professional development and training in admissions, enrollment, financial aid, and student services to stay current with industry best practices
• Work closely with Lakeshore Campus� F4F/Reconnect Liaison to answer student inquiries
• Assist with coordination of New Student Orientation sessions at Lakeshore Campus
• Cross train with other Lakeshore APSS to provide back-up when necessary
• Use of various technology tools for manage tasks and communications (Mongoose/Cadence, Qless, Acuity, Sierra, etc)
• Coordinate with Student Life to provide food pantry and snack services for Lakeshore students
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Performs other related duties as assigned

Benefits

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time .
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership .
• Continuous Learning: Career development and educational opportunities .
• Retirement Plans: Secure your future with our retirement options , including a state retirement plan .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree