Communication Center Generalist

Union County College is a public comprehensive community college providing quality, affordable, accessible educational programs that serve the greater Union County region. It is the oldest of New Jerseys 19 Associate Degree Colleges, serving both career-minded and transfer-oriented students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degrees.

Campus:

Scotch Plains 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