Student Services Specialist

BROAD FUNCTION

Welcome visitors with a friendly, positive, and helpful demeanor. While also serving as a cross‑trained administrative support, Student Services professional, dedicated to providing high‑level customer service to prospective students, enrolled students, and other key stakeholders of Jackson College in a fast‑paced environment. Responsibilities include assisting individuals with all aspects of Student Services including, but not limited to, admissions, event planning, orientation, advising, registration, financial aid, career services, multicultural, international, housing and support services.

Demonstrates dedication to continuous quality improvement that espouses the mission, vision, and values of the institution. Must employ benchmarking standards related to world‑class service and the student experience. Provide quality service in the performance of work assignments and duties.

• In concert with functional area specialists, provide procedural support and assistance to prospective and enrolled students regarding admissions, advising, registration, financial aid, support services, career services, and other related topics.
• Practice excellent telephone, email, text, and chat etiquette, provide a very positive, pleasant, friendly, and helpful disposition when interacting with students, employees, coworkers, and the public especially during high volume times in a fast‑paced environment.
• Enthusiastically welcome individuals in person, live chat, and by phone to Student Services, and events recognizing that every interaction influences the recruitment and retention of students.
• Refer students to appropriate internal and community‑based programs and support services. Initiate contact with faculty, the Student Resolution Advocate, Center for Student Success and other departments to assist students with questions and needs.
• Provide a high quality ‘hand‑off’ to the next Jackson College professional.
• Assist with the coordination of, and participate in student services activities, new student and group tours, events, and projects designed to create an on‑going atmosphere of care, concern, and goal attainment for students. Events may take place during non‑standard work hours.
• Serve as administrative support staff to the Director of Admissions & New Student Engagement as well as the admissions team.
• Maintain the Student Services information center, specific calendars, serve as primary for managing the admissions email, and voicemail queue and schedules for the Student Services department.
• May assist in scheduling group tours and visits in coordination with department calendars. Including but not limited to reserving rooms, requesting faculty participation, and placing catering orders.
• Occasionally serve as a backup with providing group or individual tours during peak times.
• May serve as a back up to process new student applications and associated documents in collaboration with other members of the Admissions Team.
• Analyze and evaluate sensitive situations critically and accurately, determine consequences, solve problems creatively and recommend effective courses of action.
• Utilize electronic devices for digital student record maintenance and updates. While appropriately document student communications and inquiries; record details of inquiries, comments and complaints, record details of actions taken.
• Maintain currency of knowledge in JC systems, policies, and processes to assure the provision of consistent and accurate information.
• Participate in ongoing learning and professional development to assure ongoing knowledge and implementation of customer service best practice standards.
• Embrace a diverse student population recognizing each student’s unique circumstances, needs, and motivations for pursuing higher education.
• In accordance with FERPA, maintain complete confidentiality of student records and other information of a confidential nature.
• This position may also support the Corrections Education Program (CEP), therefore this position may be required to travel with regional directors and staff to the correctional facilities to assist with student needs.
• Travel as…