Communication Center Generalist

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 problem-solving skills. Ability to take required initiative to solve problems. Ability to collaborate with others. Commitment to student service and a diverse population Physical Demands and Work Environment This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled. Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds. No or very limited exposure to physical risk. Some travel required.

Salary:

$53,000-$56,000 Additional Information 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 ==============

Disclaimer:

This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. ============== We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university. Terms of Employment Full-time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours will be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Flexible hours are required throughout the year, especially at peak times. Position may be required to work at any campus at any time. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.

Open Until Filled:

Yes