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 “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:

• 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

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.

Union County 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. Union County 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. Union County College offers a competitive compensation package and salaries that are commensurate with experience and qualifications. The following benefits are also provided: Medical benefits and pension plan offered through the State of NJ; Dental and vision benefits; Vacation days based on accrual system; Ten paid holidays and three floating holidays that are determined by the College; Tuition remission for employee, spouse, and eligible children for credit and non-credit courses; and Tuition reimbursement for approved degree programs at an accredited college or university.