Student Services Specialist

Description

Welcome visitors with a friendly, positive, and helpful demeanor. As a cross‑trained administrative support and Student Services professional, you will provide high‑level customer service to prospective students, enrolled students, and key stakeholders of Jackson College in a fast‑paced environment. Responsibilities include assisting with all aspects of Student Services, including admissions, event planning, orientation, advising, registration, financial aid, career services, multicultural and international services, housing, and support services.

• Provide procedural support and assistance to prospective and enrolled students regarding admissions, advising, registration, financial aid, support services, career services, and related topics.
• Practice excellent phone, email, text, and chat etiquette, maintaining a very positive, friendly, and helpful disposition during high‑volume periods.
• Enthusiastically welcome individuals in person, live chat, and by phone.
• Refer students to appropriate internal and community‑based programs and initiate contact with faculty, the Student Resolution Advocate, the Center for Student Success, and other departments to address student needs.
• Provide a high quality ‘hand‑off’ to the next Jackson College professional.
• Coordinate and participate in student services activities, new student and group tours, events, and projects designed to create an ongoing atmosphere of care, concern, and goal attainment for students.
• Serve as administrative support to the Director of Admissions & New Student Engagement and the admissions team.
• Maintain the Student Services information center, specific calendars, manage the admissions email, voicemail queue, and schedules for the Student Services department.
• Assist in scheduling group tours and visits, reserving rooms, requesting faculty participation, and placing catering orders.
• Occasionally serve as a backup for group or individual tours during peak times.
• Process new student applications and associated documents with the Admissions Team.
• Analyze and evaluate sensitive situations, determine consequences, solve problems creatively, and recommend effective courses of action.
• Use electronic devices for digital student record maintenance and updates, documenting student communications and inquiries.
• Maintain currency of knowledge in JC systems, policies, and processes to ensure consistent and accurate information.
• Participate in ongoing learning and professional development to implement customer service best practice standards.
• Embrace a diverse student population and recognize each student’s unique circumstances, needs, and motivations.

• Maintain complete confidentiality of student records in accordance with FERPA.
• Support the Corrections Education Program (CEP); travel to correctional facilities as required and obtain a LEIN clearance.
• Understand, support, and demonstrate the College’s values, mission, and vision.

This position may oversee, train, and schedule student employees and serve as a supervisory backup when necessary.

• Associate degree or equivalent from a two‑year college or technical school.
• Three or more years of related customer‑facing or customer‑service experience, or an equivalent combination of education and experience.

• Bachelor’s degree (B.A. or B.S.) from a four‑year college or university.
• Two years of related customer‑facing or customer‑service experience.

• Presentation methods and techniques.
• Personal computer and office software.
• Customer service techniques, including excellent phone and technology‑related communication skills.

• Effective public speaking in front of large and small groups.
• Clear and concise written communication.
• Problem‑solving and strategy development.
• Active listening and effective verbal communication.
• Empathy toward students and stakeholders.
• Basic data entry and proficiency with Microsoft Office Suite.
• Interpretation of policies and regulations.
• Collaboration, time management, and project coordination.
• Customer‑service orientation.
• Use of complex…