Student Services Specialist; College Operator

Student Services Specialist (College Operator)

Job

Location:

Mesa Community College

Full/Part Time:
Full Time

Regular/Temporary:
Regular

Hiring Salary Range: $19.17 - $23.99 hourly, DOE

Grade: 109

Work Schedule:

Monday
- Friday, 8am - 5pm;
Summer

Hours:

Monday
- Thursday, 7am-6pm

Work Calendar: 12 Months

This position serves as a primary point of contact for Mesa Community College students, families, and community members, delivering friendly, high-quality customer service via phone, email, live chat, and text. The position supports inbound/outbound communication, answers questions, provides accurate guidance, and connects individuals with the right departments and resources.

35% - Primary Point of Contact & Frontline Engagement

Serve as the welcoming primary point of contact for Mesa Community College by delivering prompt, professional, and friendly support via phone, email, text, and live chat to students, faculty, staff, families, and community members. Actively listen, quickly assess needs, and provide clear, accurate information while maintaining a customer-centered, inclusive, and supportive service experience. Emphasize responsiveness, friendliness, and accessibility to ensure individuals feel supported and confident in navigating MCC services.

35% - Inquiry Resolution, Triage & Service Coordination

Efficiently evaluate inquiries and resolve questions related to Admissions, Registration, Records, payments, and other MCC services whenever possible. Accurately triage and connect individuals to the appropriate departments, experts, and resources when escalation is needed, ensuring warm handoffs and continuity of service. Prioritize speed, accuracy, and timeliness to minimize wait times, reduce barriers, and support student progress while contributing to a consistent and efficient customer service operation.

25% - Student Support & Service Operations

Support daily operations through strong team collaboration and proactive relationship-building across the college to ensure a seamless, student-centered customer experience. Build rapport with students, families, and community members while partnering with campus teams to coordinate support, share information, and ensure consistent service delivery. Contribute to workflow improvements and participate in projects that strengthen service quality, efficiency, and responsiveness. Use technology to pull reports showcasing quality assurance and communication metrics.

Promote equitable access, consistent service, and positive student outcomes in alignment with college goals.

5% - Other duties as assigned.

Associate's Degree from a regionally accredited institution, and one year full-time of student services or college teaching experience or experience assisting with educational program development and coordination, student advisement, financial aid, customer service, or related student development programs.

OR an equivalent combination of the conferred degree and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered.

• Bachelor's degree or higher from an accredited institution.
• One or more years of experience in higher education enrollment services, such as Admissions, Financial Aid, Advising, Recruitment, or related student support.
• One or more years of experience in a call center or high-volume customer service environment.
• Demonstrated knowledge of customer service practices, including effective communication, problem-solving, and professional interaction with diverse populations.
• Experience with student information systems (People Soft), Customer Relationship Management (CRM) systems, ticketing software, or similar platforms.
• Ability to apply Spanish language skills in both customer service and professional settings.
• One year of relevant full-time MCCCD experience during the previous two years.

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off:
  Vacation, Sick Leave, and Personal…