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

• Must possess strong interpersonal skills to interact tactfully and courteously with students, the general public, faculty, and other staff members.
• Must be a “quick study” in order to quickly grasp knowledge of policies and procedures relating to every aspect of student services that a prospective or current student may utilize.
• Analytical and problem-solving skills.
• Ability to take required initiative to solve problems.
• Ability to collaborate with others.
• Commitment to student service and a diverse population.

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.

Salary $35,337-$40,000
Additional Information
Union College does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.

Union College is an EEO/AAP Employer/Protected Veteran/Disabled

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Disclaimer: 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.

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We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at Union College, and tuition reimbursement for an approved degree program at an accredited college or university.

Terms of Employment
Full-time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours will be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Flexible hours are required throughout the year, especially at peak times. Position may be required to work at any campus at any time. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.


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