Communication Center Generalist

Communication Center Generalist

Campus: Scotch Plains

Department: Communications Center

Full-time: Full Time

Exempt: Exempt

Regular: 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 enrollment services, placement services, transcript requests, advising, and financial aid. The role assists callers with problem resolution and day‑to‑day operations, directs them to the appropriate department or website, and supports the College’s events and room reservation team.

• Manage a high volume of inbound calls to the college in a timely manner to ensure a positive experience.
• Answer inbound phone calls, and use technology platforms including messaging, chats, video calls, texts, and emails to answer questions, clarify information, and provide solutions. If necessary, direct callers to the appropriate department.
• Provide accurate, satisfactory answers to callers’ queries and troubleshoot where necessary.
• Utilize critical thinking and problem‑solving skills to resolve callers’ issues by directing them to the appropriate department or the web site for self‑service.
• De‑escalate situations involving dissatisfied callers, offering patient assistance and support.
• Communicate information to facilitate applications, placement testing, advising, financial aid, and registration through answering queries from prospective students.
• Assist students with Self Services, College Portal, College E‑mail instruction, tuition/fee payment instruction, transcript requests, and information on internal and external scholarship opportunities.
• Participate in cross‑training for all areas of student services and ensure information is accurate and current.
• Prepare operational summaries and basic activity reports on communication center outreach and event reservation trends to support continuous improvement.
• Read, interpret, and communicate college policies and procedures.
• Maintain records of students served and services provided.
• Coordinate and schedule employees for “Welcome Back” week for the fall and spring semesters.
• Support the Director to develop and maintain a campus‑wide event schedule for Public Safety, the Media Department, Facilities, and on‑campus food service.
• Assist the Director and communication center staff with room reservation requests.
• Field initial inquiries from external organizations interested in renting college facilities and support the Director with event and rental requests.
• Perform other duties as assigned.

Bachelor’s degree required.

• 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.

• Strong interpersonal skills to interact tactfully and courteously with students, the general public, faculty, and staff.
• Quick learner to grasp policies and procedures related to student services.
• Analytical and problem‑solving skills.
• Ability to take initiative to solve problems.
• Ability to collaborate with others.
• Commitment to student service and a diverse population.

• Duties performed in a typical interior/residential work environment.
• Occasional lifting or moving of up to 25 pounds.
• Limited exposure to physical risk.
• Some travel required.

$53,000 – $56,000

Comprehensive benefits package for full‑time faculty and staff, including medical, dental and vision benefits, twenty vacation days, ten paid holidays, a ten‑week summer work schedule, gym privileges, tuition remission for credit and non‑credit courses, and tuition reimbursement for an approved degree program at an accredited college or university.

UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs. UCNJ Union College of Union County, NJ is an EEO/AAP Employer/Protected Veteran/Disabled.