FT Student Relations Specialist

Summary This position provides comprehensive one-stop enrollment services to new and continuing students with high levels of accuracy, courteous and professional customer service, and data-driven improvements. The specialist will assist students and visitors by providing general information about admissions, financial aid, and student records from the front desk of the Student Success Center and also provide referral services to other student support offices as needed. This position would focus on answering calls and inquiries in our Customer Relationship Management Software and assisting the other Student Success Specialists. Essential Duties and Responsibilities include the following. Other duties may be assigned. Utilizes strong problem-solving and troubleshooting skills along with a wide knowledge base of Admissions, Enrollment Services, Records & Registration, and Financial Aid. Ability to assist students, parents, and campus community with admissions, registration, testing, advisement, financial aid, academic programs and appropriate referrals to other-related student services along with assisting new students with all aspects of using student online resources. Provide prospective students with assistance on completing admission, financial aid and other related enrollment paperwork by assessing needs and asking appropriate questions. Assist students in using the college website and Chatbot to answer general questions, locate forms, complete admissions application, complete the Free Application for Federal Students Aid (FAFSA), book advising appointments, and assisting students with information on accessing Blackboard and Google Student e-mail account, CFNC, etc. Receipt enrollment documents submitted by students in the student information system, evaluate for completion and forward to the appropriate department. Answer Student Success Center calls, returning voicemail and email messages as quickly as possible. Assist with various outreach campaigns by contacting students via email, phone or text. Maintain confidentiality of student records by following FERPA regulations, carefully monitoring student records at the workstation for security, and properly store all student records. Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds. Participate in campus visitation programs, new student orientation, campus retention programs, and commencement events. Perform other duties as assigned with support the mission and initiatives of the College. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Minimum:

High School Diploma or GED Experience Minimum:

One (1) to three (3) years of experience in a fast-paced office setting

Experience Preferred:

One (1) to three (3) years experience in a higher education setting such as admissions, registration, financial aid, or related area. Bi-lingual in English and Spanish. Language Skills Ability to work and interact effectively with a diverse population of colleagues, staff, students, administrators and others in a courteous, respectful and professional manner. Proven record of high quality performance, including but not limited to excellent customer service, punctuality, attendance, accuracy, etc. Ability to appropriately handle sensitive and confidential information, including maintaining compliance with FERPA regulations. Excellent written and oral communication skills, including the ability to express ideas and information in language that is appropriate to both the complexity of the topic and the knowledge and understanding of the recipient. Mathematical Skills Ability to perform basic math computations including adding, subtracting, multiplying and averaging all units of measure. Ability to compute fractions, percentages and decimals. Reasoning Ability Ability to problem-solve, multitask, prioritize and maintain excellent customer service while remaining flexible Ability to maintain order and composure in stressful conditions and professionally diffuse potentially escalating situations and people Computer Skills Proficient in Microsoft Office Suite (including Word, Excel and Outlook), internet resource navigation, and general office equipment use. Experience with CRMs preferred Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, reach with hands and arms, talk and hear. The employee is frequently required to walk and is occasionally required to stand, stoop, and kneel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet, but can get moderately loud on peak registration days.