Communication Center Generalist

Communication Center Generalist

Position Title
- Communication Center Generalist

Campus
- Scotch Plains

Department
- Communications Center

Full-time, Part-time, Adjunct
- Full Time

Exempt or Non-Exempt
- Exempt

Regular, Temporary, or Grant
- Regular

General Description
- Under general supervision, the Communications Center Generalist serves as point of contact for the college and responds to inquiries from prospective, current and former students regarding questions including but not limited to enrollment services, placement services, transcript request, advising, and financial aid. Assists callers with problem resolution and the day-to-day operations of the College and directs callers to the appropriate department or the web site for self-service.

Serves as a supporting member of the College's events and room reservation team.

Characteristics, Duties, and Responsibilities
- Manages a high volume of inbound calls to the college in a timely manner in order to ensure a positive experience. Responsible for answering inbound phone calls, utilizing technology platforms that include messaging, chats, video calls, texts, and emails for the purposes of answering questions, identifying needs, clarifying information, and providing a solution if possible. If necessary, determine the department that will be best able to assist the caller/student.

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. Provides accurate, satisfactory answers to callers' queries and concerns and trouble shoots where necessary.

Utilizes critical thinking and problem-solving skills to address and resolve callers' issues by directing them to the appropriate department or the web site for self-service. De-escalates situation involving dissatisfied callers, offering patient assistance and support. Communicates information that will facilitate applications, placement testing, advising, financial aid and registration through answering of queries from prospective student as they proceed through the registration process.

When necessary, assists students with Self Services, College Portal, and College E-mail instruction, tuition/fee payment instruction, transcript requests and information on internal and external scholarship opportunities. Participates in cross-training for all areas of student services and ensures information is accurate and current. Prepares operational summaries and basic activity reports on Communication Center outreach and Event reservation trends to support continuous improvement.

Reads, interprets, and communicates College policies and procedures. Maintains records of students served and services provided. Coordinates and schedules employees for "Welcome Back" week for the fall and spring semesters. Supports the Director to develop and maintain a campus-wide event schedule for Public Safety, the Media Department, Facilities and our on-campus food service. Supports the Director and Communication Center Staff with room reservation requests.

Field initial inquiries from external organizations interested in renting College facilities and supports the Director with event and rental requests. Other duties as assigned.

Education Requirements
- Bachelor's degree required.

Experience
- Outstanding customer service and communication skills. Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint). Proficient in communication platforms including but not limited to CRMs, Mainstay, Constant Contact, and ConexED. Proficient in reporting and using data to make decisions.

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 service that a prospective or current student may utilize. Analytical and…