Student Care Representative

Please see Special Instructions for more details.

If you have questions please call HR at . EOE.

Job Title

Job Title Student Care Representative

Posting Number

Posting Number 2919

Job Schedule

Job Schedule Full Time

Job Shift

Job Shift Varied

OCR Code / Classification

OCR Code / Classification 4 - Clerical - Secretarial

Min Salary $35,067

Max Salary $43,833

Work Location

Work Location Main Campus

The Student Care Representative will provide general customer service at Information Center locations across the College including face-to-face or a call center environment. The duties of the role include but are not limited to assisting all current and prospective students (CU and CE), whether in person or by phone, utilizing various communication tools and resources. Welcoming visitors by assisting them in locating their campus destinations and work with colleagues across the college to develop and maintain information vital to helping all internal and external students/customers.

• Two years of related experience or training in customer service; or equivalent combination of education and experience.
• Demonstrated computer skills.
• Demonstrated ability to perform assigned tasks readily, adhere to prescribed routines, and follow oral and written instructions.
• Recognition of the purpose and services provided by the college

• Knowledge and experience with de-escalation techniques.
• Previous experience with Datatel, OnBase, Ellucian or other enrollment services software.
• Proficiency in English and Spanish.

nclude the following and other duties as needed.

• Attend specialized training activities that enhance job performance and foster a welcoming environment for all.
• Maintain confidentiality and security of sensitive information.
• Provide excellent customer service by answering incoming calls to the College call center, assist callers with resolutions or in reaching the appropriate departmental areas while also directing visitors and students to their destinations.
• Provide excellent customer service by responding to chats and tickets by providing resolutions to the customers inquiries.
• Distribute, track, and collect loaner keys to employees and presenters for special events, and notifying appropriate college personnel for keys that have not been returned in a timely fashion.
• Maintain familiarity with all activities, functions, and special events at the college.
• Ability to positively adapt to change.
• Effectively represent the college as a business professional to visitors, and employees.
• Assist campus police by maintaining awareness of all visitors, students, and employees entering and leaving the buildings; serve as a backup point-of-contact for the handling of campus emergencies.
• Assist students in using the technology and tools available to locate information regarding applying to the college, registering for CE classes, class schedules, advisors, unofficial transcripts, and current instructor information.
• Use existing campus directory systems for providing information to clients; update or notify appropriate areas when information is incorrect and needs to be updated; regularly work with other areas of the college to establish and develop informational items to that can distributed by the Information and Call Centers.
• Secure lost and found items for college campus; work with appropriate personnel to return items to their rightful owner.
• Distribute various items, by request, that are entrusted to the Information Center to be picked up by students, employees, or visitors (i.e. keys, books, assignments, special deliveries, and packages, etc.)
• Maintain and oversee the use of courtesy phones located near each Information Center as a service to visitors of the college.
• Perform some administrative functions (i.e., filing, sorting, collating, replenishing materials).
• Move among campus buildings to cover areas for staff lunch breaks, meeting, or events as necessary.
• Perform other duties and assume other responsibilities as directed by the Director and/or Coordinator of Student Care.

* All roles include additional duties not captured in the job description, and responsibilities may evolve in response to future innovations, including emerging technologies, artificial intelligence, and new models of work

The physical demands described here are representative of those that must be met by an…