Laramie County Community College

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Student Services Specialist

Student Services Specialist

ID 
2017-2187
# of Openings 
1
Job Location 
US-WY-Cheyenne
Posted Date 
12/1/2017

More information about this job

Overview

The mission of Laramie County Community College is to transform our students' lives through the power of inspired learning. Our over-arching goal is that our accomplishments as a community college will distinguish LCCC from others in the nation, in turn benefiting our communities and bringing pride to the Great State of Wyoming.  Our core values include Passion, Authenticity, and the Desire to Make a Difference. 

 

Both a cover letter and corresponding resume detailing how you meet the minimum and preferred qualifications for this position are required. You can upload these documents when you create an applicant profile.

  

Job Summary:

Core responsibilities of this position include: providing exemplary customer service to students, families, and the community while assisting students with all aspects of the student enrollment process. Student Services Specialists will uphold the Student Hub mission statement: The LCCC Student Hub is invested in creating positive, streamlined experiences for the campus community through attentive, knowledgeable, efficient, centralized services. Student Services Specialists will be the main point of contact for students, prospective students, and community members to access information and ask questions about LCCC and all Student Services through an integrated services center. As such, Student Services Specialists are expected to be friendly, respectful, and knowledgeable in the service they provide. Student Services Specialists will assist students in the areas of Admissions, Financial Aid, Student Records, Accounting, and housing, as well as answer questions about Student Life, Student Planning & Success, and various other campus departments and events. Accordingly, this position requires a wide breadth as well as depth of knowledge in each Student Services area, necessitating complex and critical thinking skills in retaining this knowledge and being aware of the resources to help access this information. This position is responsible for a high volume of communication with students in face-to-face interactions, as well as telephone and internet interactions, and must be able to communicate clearly and effectively across these modalities.

 

 

Compensation:This is a Classified category position. Commensurate with education and experience. 

 

Benefits: For full listing of benefits, visit http://lccc.wy.edu/about/humanresources/benefits.

 

Priority Screening Date: The position will be kept open until filled. For full consideration, apply by December 15th, 2017.

 

 

For information about Cheyenne, visit http://www.lccc.cc.wy.us/about/welcome.

Essential Functions

Customer Service

 

  • Provide excellent customer service to both internal and external customers through positive, helpful, efficient interactions in person, via phone, and via email/chat
  • Serve as the primary point of contact for students needing assistance with Student Services functions, including registration, financial aid, admissions, and student ID cards
  • Maintain a current and accurate understanding of the processes and procedures used in the Student Hub, as well as in all areas of Student Services
  • Articulate information in a manner that is clearly understood and identifiable by students, families, and the community
  • Communicate with students proactively to ensure they always know what their next steps are
  • Provide guidance on student self-service functions for all areas of Student Services, including being familiar with the student portal, encouraging students to use the self-service options available to them in their student portal, and helping students troubleshoot problems with their student portal accounts
  • Provide general campus information and directions
  • Act as a liaison between students and other campus departments (both in Student Services and otherwise), including making appropriate referrals to other areas when necessary
  • Address concerns and complaints respectfully and utilize the chain of command to help address such issues
  • Make decisions of a significant matter regarding assessing and interpreting complex, multilayered student situations to accurately guide students to the appropriate service/course of action
  • Project a genuinely cheerful demeanor in a fast-paced and very people-oriented environment
  • Represent the College in a well-informed and professional manner

 

Process & Document Management

  • Utilize LCCC’s Student Information System, in conjunction with other systems, to access and correctly interpret and communicate student data
  • Keep accurate records of student interactions in accordance with departmental policies
  • Maintain organization of all documents according to prescribed departmental requirements
  • Maintain a high level of confidentiality and integrity of documents and student information according to institutional and regulatory standards
  • Intake and accurately process Student Services documents in compliance with College and departmental policies and procedures
  • Utilize established workflow to facilitate the student enrollment process

Collaboration & Communication

  • Maintain high levels of interteam and intrateam accountability
  • As a member of the Student Hub team and the Admissions team, share responsibility for continuous coverage at the Student Hub counter and telephones
  • Contribute to a teamwork environment by being punctual and reliable
  • Communicate consistently and openly with colleagues across Student Services to support office functions and student success
  • Participate in division- and campus-wide initiatives, committees, and task forces as desired/requested
  • Attend trainings/professional development opportunities as assigned/permitted by supervisor to stay current in the field of higher education and to improve service provided
  • Assist with training student employees and colleagues when needed

 

Knowledge, Skills, and Abilities:


Knowledge of:
• Personal computer applications – specifically Microsoft Office Suite (e.g., Word, Excel, Outlook, and PowerPoint), Adobe products (e.g., Reader, Professional), as well as database management systems
• Basic office equipment including, but not limited to, personal computers and associated peripherals, fax machine, multi-line telephone, voice recorders, and other electronic devices
• Institutional mission, philosophy, policies, and procedures
• The various departments in Student Services (as well as Student Accounts) and their interconnectedness

Ability to:
• Read and interpret instructions in oral, written, or diagrammatical form (e.g., a flow chart of a process)
• Read and interpret College catalogs, policies, and procedures per Wyoming Community College guidelines
• Perform as an organized self-starter
• Handle expeditiously, accurately, and confidentially the rapid receipt of communications from all sources: written, email, voice mail, one-on-one, with attention to detail
• Act on own initiative while exercising reasonable judgment
• Communicate clearly and in an informative manner with a variety of people, in one-on-one and small group settings
• Support time-based requests while functioning effectively in a multi-tasking, fast-paced environment with deadlines, frequent interruptions, and some interpersonal pressure
• Deal effectively and professionally with people from a variety of diverse backgrounds
• Respond to common inquiries from College faculty and staff, regulatory agencies, vendors, regional business community, and others as may be necessary
• Maintain a supportive, calm service demeanor when dealing with upset or challenging situations; de-escalate emotionally charged situations with customers, and handle escalated situations with concern and confidence
• Examine all aspects and consider the multilayered elements of a situation
• Work in a highly visible, busy, heavily trafficked student and public office environment in close proximity with colleagues


Skills in:
• Communication, including effective listening
• Establishing appropriate professional rapport with courtesy and tact to accurately determine needs, collect necessary information, and follow through when necessary
• Critical thinking and decision making

 

Physical/Mental Demands:


• To successfully perform the essential functions of this position, an employee must be able to maintain appropriate confidentiality with regard to employee data, documents, issues, etc., and respect privacy needs of employees and past employees with regard to the same
• There may be occurrences of employees, past employees, members of the general public, and others who express opinions, may exhibit strong emotions, which will require the employee to interact professionally, diplomatically, and appropriately in such situations
• While performing the essential duties of this position, an employee would frequently be required to move around the office space as well as within hallways, meeting rooms, and other parts of the campus facilities
• There may be multiple/daily instances of prolonged personal computer use which would include keyboard and/or mouse usage as well as viewing a computer monitor
• An employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds to perform essential position functions
• Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus
• The overall work environment requires the mental ability to shift focal point quickly due to interruptions; an employee must be able to mentally track multiple projects and tasking as well
• The noise level in the work environment is usually moderate; however, there may be unexpected instances of somewhat loud sounds


Qualifications

Minimum:

  • Bachelor’s degree
  • 6 months experience in a position working directly with customers and customer service
  • Strong written and oral communication skills
  • Basic computer skills including typing, word processing, Internet usage, and spreadsheets

 

Preferred:

  • Experience working in higher education in a position with direct student contact
  • Proficiency in using a relational database or ERP software such as Ellucian Colleague, Banner, PeopleSoft, etc.
  • Bilingual in Spanish and English

 

LCCC DOES NOT SPONSOR H1B VISAS

 

Equal Opportunity and Affirmative Action Employer

 

Laramie County Community College is committed to providing a safe and nondiscriminatory educational and employment environment. The college does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, political affiliation, sexual orientation or other status protected by law. Sexual harassment, including sexual violence, is a form of sex discrimination prohibited by Title IX of the Education Amendments of 1972. The college does not discriminate on the basis of sex in its educational, extracurricular, athletic or other programs or in the context of employment.

 

The College has a designated person to monitor compliance and to answer any questions regarding the college’s non-discrimination policies:  Please contact: Title IX and ADA Coordinator, Room 205B, Pathfinder Building, 1400 E College Drive, Cheyenne, WY  82007, 307-778-1217,TitleIX_ADA.Coordinator@lccc.wy.edu.

 

http://lccc.wy.edu/

http://www.lccc.wy.edu/about/humanresources