Union County College is a public comprehensive community college providing quality, affordable, accessible educational programs that serve the greater Union County region. It is the oldest of New Jerseys 19 Associate Degree Colleges, serving both career-minded and transfer-oriented students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degrees.
Campus: Scotch Plains
General Description:
The Communications Center Student Services Associate will be responsible for effectively making and receiving outgoing calls, texts, and email campaigns in support of the requesting departments' objectives related to enrollment, retention, and graduation goals. The Associate communicates information that will facilitate applications, placement testing, advising, financial aid, and registration through answering queries from prospective students as they proceed through the registration process.
The Associate is responsible for assisting the Dean with implementing and monitoring established student outreach and engagement practices and workflows. In the absence of the Dean, the Student Services Associate may be responsible for providing student worker with communication campaign instructions.
Characteristics, Duties and Responsibilities:
Conducts outreach communication campaigns. Responsible for outgoing calls, texts, and emails made from Communications Center and successfully deliver both informational and critical messages to potential and enrolled students.
Responsible for delivering critical enrollment messages for specific student cohorts and sub cohorts. Executes communication campaigns as part of strategic enrollment plan and supports work study students in conducting calls to facilitate communication plans.
Assists in the coordination of divisional communications. Support all divisions at the College in reaching out to both enrolled and potential students delivering targeted messages, resulting in personal student outreach and engagement.
Assists with enrollment related activities for both credit and non-credit students. (New Student Orientation, Open House, and Registration Drives).
Assists with student retention projects.
Responsible for answering inbound phone calls, ConexED chats and video calls, texts, and emails for the purposes of answering caller's questions, identify caller's needs, clarify information, and providing a solution if possible. If necessary, determine the department that will be best able to assist the caller. Examples include, but are not limited to, providing information on the admission process, academic placement testing, or transfer to student services specialist to resolve more complex issues, basic financial aid assistance or transfer to financial aid counselor to resolve more complex issues, guidance for completion of registration and payment.
Assists students with Self-Service, Canvas, and College E-mail instructions, tuition/fee payment instruction, and information on internal and external scholarship opportunities.
Assists Dean in reviewing and/or formatting call campaign lists.
Participates in cross-training for all areas of student services and ensures information is accurate and current.
Reports on Communications Center activities as it relates to incoming and outgoing calls, trends in calls and identifies opportunities for improvement.
Reads, interprets, and communicates College policies and procedures.
Recommends improvements in department procedures. Collaborates with other staff/administrators/faculty to identify needed improvements in procedures and communication.
Maintains records of students served and services provided. Maintains essential records and files.
Performs related duties as assigned by supervisor.
Education Requirements:
Associates degree required.
Experience:
Outstanding customer service and communication skills.
Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).
Proficient in Self-Service and Canvas platforms.
Competencies and Skills Required:
Outstanding customer service and communication skills.
Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).
Proficient in Self-Service and Canvas platforms.
Physical Demands and Work Environment:
This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds.
No or very limited exposure to physical risk.
Some travel required.
Union County College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services.Union County College is an EEO/AAP Employer/Protected Veteran/DisabledDisclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Union County College offers a competitive compensation package and salaries that are commensurate with experience and qualifications. The following benefits are also provided: Medical benefits and pension plan offered through the State of NJ; Dental and vision benefits; Vacation days based on accrual system; Ten paid holidays and three floating holidays that are determined by the College; Tuition remission for employee, spouse, and eligible children for credit and non-credit courses; and Tuition reimbursement for approved degree programs at an accredited college or university.
Union County College is a public, comprehensive community college providing quality, affordable, and accessible education programs that serve the greater Union County region. It is the oldest of New Jersey’s 19 community colleges, serving both transfer-oriented students and career-minded students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degree. Union is a Hispanic-Serving Institution.
