The Manager is responsible for the delivery of customer service within the Enrollment Management & Student Success division with a focus on the experience of new students. This includes assessment, delivery of services, and staffing of services. The position will collaborate with all EMSS departments to ensure delivery of efficient, but highly effective service.
OVERALL PURPOSE AND RESPONSIBILITY:
The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.
Collaborates with department members and/or the Compliance, Assessment and Research team to support planning, assessment, data collection and reporting for continuous improvement of the college.
SPECIFIC DUTIES AND RESPONSIBILITIES:
Hire, train, and supervise the student ambassadors / peer mentors, whose duties include but are not limited to staffing the front desk, providing campus tours, and event support.
Envision and support a first-year experience model that encourages collaboration across institutional barriers.
Develop reports needed to manage the front desk operations.
Develop strategies to measure and report on customer service outcomes and event satisfaction.
Maximize the utilization of existing technology and identify new technological tools to enhance and improve customer service.
Document standard operating procedures to ensure the smooth and efficient front desk and online operations.
Work closely with strategic marketing and other stakeholders to ensure content is relevant, effective, and customer service focused.
Work collaboratively with EMSS division staff to meet each area's visit and event strategic goals and objectives
Serve as lead for parent/family relations including communication plan, web development, and event planning.
Respond to student escalations on-site and support Vice President and Deans in resolution of student complaints and concerns
Other duties as assigned
Bachelor’s degree required, Master’s Degree in Counseling, College Student Personnel, Higher Education, or related field preferred.
Experience in delivering a high level of customer service in a fast-paced environment.
Direct experience with the delivery of student services in a higher education setting including experience with students at the 2- or 4-year level.
Skills/Abilities /Knowledge /Other Requirements
Possess a deep understanding of community college student services operations with an eye on the student experience.
Proven management experience in complex, multi-faceted environments.
Exceptional customer service skill and a student focused demeanor.
Ability to use innovation and imagination to expand potential audiences and partnerships.
Handles multiple tasks and meet deadlines with accuracy and attention to detail.
Comfort and familiarity with collecting, analyzing, and reporting data.
Demonstrated ability to work independently and in a collaborative team environment.