What are the responsibilities and job description for the Enrollment Center Coordinator II position at Mercer County Community College?
JOB SUMMARY AND DUTIES
If you are considering a new job, work environment or career opportunities you should look at Mercer County Community College. MCCC is a publicly supported college that is open to all and dedicated to student success. In order to support that mission Mercer seeks to attract, retain, and support a skilled diverse workforce which is our most valuable resource. We thrive on and are proud of our diversity and open access. Our students and employees find the College large enough for a multitude of offerings yet small enough to keep the “Community” feel for all. The College consists of two campuses, the James Kerney Campus (JKC) in the capital city of Trenton, NJ and a larger 292-acre suburban campus just six miles north of Trenton.
As part of the comprehensive and valuable benefits package the College offers credit course tuition waivers for employees, spouses and dependents. This allows for employees and their families to take advantage of earning a higher education degree without the high cost. The College offers students 69 Degree Program Options and 35 Credit Certificates from which to choose.
JOB DUTIES
- Assists guests with inquiries regarding admissions, enrollment services, registration, financial aid, registrar, student accounts, academic programs and workforce training center processes.
- Instruct students on the use of college software, policies and processes/procedures.
- Adhere to the guidelines of the Family Education Rights and Privacy Act (FERPA) and General Data Protection Regulation (GDPR) and, when necessary, explain its details to students, parents and others.
- Provide assistance in the performance of all department functions, including but not limited to processing applications/registrations, enrollment verifications, demographic changes, Parchment account creation and transcript ordering questions, basic student technology assistance and guidance, course cancellations, and enrollment funnel transactions.
- Possesses a thorough understanding of MCCC programs and services, determines the required services, and makes appropriate referrals when necessary.
- Manage front office operations of the Enrollment Center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Exercise judgment in evaluating registration holds, academic standing, and documents to make appropriate referrals to various College departments.
- Manage enrollment emails, responding to inquiries, completing related tasks, and directing messages as needed.
- Use individual judgement to troubleshoot and resolve student concerns.
- Respond to customer queries and complaints in a timely manner, escalating to a supervisor when appropriate.
- Maintain accurate and up-to-date student records, including registration, enrollment status, demographic information and academic progress.
- Process and verify student information, ensuring compliance with college policies and regulatory requirements.
- Generate reports and manage data entry into the college’s student information system, Colleague.
- Prepare various correspondence, documents and reports, maintaining office files, both electronic and hard copies.
- Assist with the coordination of enrollment events, such as open houses, information sessions, registration events, orientation sessions, and campus tours.
- Provide administrative support to the Enrollment Center team.
- Collaborate with other departments to facilitate a seamless enrollment experience for students.
- Serve as a liaison between the MCCC technology services department and the student.
- Assist with updating departmental procedures.
- Serve as a resource for students in completing forms and applications, ensuring compliance with college policies and procedures.
- Monitor services traffic flow in the Enrollment Center using QLess queue management system.
- Act as the primary administrator for QLess, responsible for configuring the system, setting up and managing queues, and ensuring it meets the operational needs of the Enrollment Center.
- Address and resolve any technical issues or disruptions with QLess, coordinating with IT support as necessary to ensure the system functions smoothly
- Train staff and faculty on the use of QLess, provide ongoing support and act as the main point of contact for any QLess-related inquiries.
- Regularly review data generated by QLess to identify trends in student traffic, wait times, and service efficiency. Provide reports to management with recommendations for improving service delivery.
- Attend employee-training sessions and stay updated on policies, rules, and regulations related to job duties.
- Assist in preparations for commencement.
- Assist the Enrollment Center Operations Manager with special projects and provide assistance when necessary.
- Perform other related duties, as assigned by supervisor.
SUPERVISORY RESPONSIBILITIES
This position supervises work- study students.
WORKING CONDITIONS
- May be required to work at the James Kerney Campus.
- Must be able to remain in a stationary position most of the time, primarily while meeting face to face with students.
- Occasionally moves boxes and lifts up to 15 pounds.
- The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
- Frequently operates a computer.
- Working hours will occasionally include evenings and weekends during peak registration periods in fall and spring, as well as commencement.
ADA AND OTHER REQUIREMENTS
Note: Please update in accordance with role/responsibilities
Positions in this class typically require: ability to use a key board, hearing, seeing and repetitive motions.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES
REQUIRED QUALIFICATIONS
- Bachelor’s Degree from an accredited institution.
- A minimum of two (2) years of customer service experience in a professional environment
- Proficiency in using a management database system
- Strong proficiency in Microsoft Suite (Word, Excel, Outlook, PowerPoint) excellent technology skills
- Commitment to maintaining confidentiality
- Effective written and verbal communication skills
PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES
KNOWLEDGE, SKILLS & ABILITIES
- Superior customer service skills.
- Commitment to maintaining confidentiality.
- Demonstrated follow-through in implementing operational procedures.
- Demonstrated ability to work collaboratively with a team.
- Excellent interpersonal, verbal, and written communications skills.
- Positive attitude and ability work with a diverse group of people.
- Ability to be dedicated to actively contribute to the continuous improvement of service quality in the Enrollment Center.
- Remain current with advancements to technology to effectively deliver services to future and current students utilizing available College technology.
- Train, assist and mentor incoming student ambassadors in the enrollment process.
- Make recommendations for process revisions and improvements
PREFERRED QUALIFICATIONS
- Bachelor’s degree in a related field, such as Information Technology, Management Information Systems, Business Administration, Education, Communications, or a closely related discipline.
- Bilingual proficiency in Spanish and English is required to effectively serve our diverse student population.
- Prior work experience in a higher education environment
- Prior experience working with student management systems; preferably Colleague, Recruit, Blackboard Connect, QLess, and Parchment.
CORE COMPETENCIES
CORE COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies
Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
Contributing to Team Success: Actively participating as a member of a team to move the team toward the completion of goals.
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Customer Focus: Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Diversity & Inclusion: Working with situations involving different cultures/languages and responding to the ambiguity of unexpected/unfamiliar approaches.
Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
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Mercer County Community College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services.
Mercer County Community College 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.
