Student Support Representative

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The Student Support Representative works in the Division of Student Services and reports directly to the Director of Enrollment Services. The successful candidate will possess superb interpersonal skills and will be comfortable communicating with prospective, current, and previous students as well as internal personnel via a variety of software, such as SCT Banner, Cisco Agent Software, Recruit CRM, etc. The successful candidate will also be knowledgeable of all components of the student process and will exhibit superior customer service skills in all functions to enhance student’s educational experience.

This position requires someone with an outgoing and positive attitude, multi‑tasking ability, and excellent problem‑solving capabilities. The successful candidate will demonstrate the ability to balance institutional traditions and academic integrity with the individual needs of the students and faculty; understand the responsibility to act in accordance with guidelines set by the Family Education Right to Privacy Act (FERPA); and exhibit the ability to work effectively with a diverse group of administrators, faculty, staff and students.

• Assist customers in an efficient and customer‑friendly manner with application procedures, consumer information, and general inquiries for those entering the Enrollment Services Center, calling on the phone, or emailing correspondence.
• Support and provide superior services via phone, face‑to‑face, emails, social media, website, Live Chat tickets, and faxes as a receiver and caller.
• Positively and professionally greet students entering the Enrollment Services Center, assisting and resolving their needs.
• Maintain a positive, professional environment with time flexibility for multi‑tasking especially regarding prioritizing call transfers, call backs, holds, interruptions, and unintentional disconnects.
• Collect and properly manage documents submitted by customers.
• Maintain an extensive knowledge base of the institution to provide accurate information to potential and current students about admission requirements, financial aid requirements, student accounts, and other general information.
• Assist students as much as possible with the utilization of web‑based resources before leveling them up to Enrollment Specialist or different departments.
• Participate in the planning and execution of all Enrollment Services functions.
• Be an effective member of the Enrollment Services Center team by maintaining an effective working relationship with campus personnel, students and the community.
• Maintain responses to the electronic mailbox and to voicemail for the office phone lines.
• Utilize Banner administrative software, imaging software, and other appropriate software to support office procedures and specified duties.
• Serve the customer beyond their expectations.
• Be familiar with the College Catalog, Student Handbook, and MGCCC website.
• Be familiar with and abide by MGCCC Policies and Procedure Manual.
• Upgrade skill level and performance through employee development.
• Understand the impact of attitude in handling customers.
• Effectively deal with job stress, angry callers, and upset customers in a professional and positive manner.
• Be familiar with and adhere to FERPA/privacy guidelines.
• Maintain confidentiality of all conversations and documents for enrollment services applicants and recipients.
• Direct phone calls and walk‑in traffic to the appropriate personnel or department in an effective and efficient manner.
• Be flexible in working extended hours, such as evenings, weekends, or holidays, etc. as needed.
• Assist in general office functions, sharing duties with other staff personnel.
• Initiate and advise the withdrawal process for students.
• Perform other duties as assigned by…