Student Support Representative / AS1368P

This position is for a Student Support Representative with a public university located in Gulfport, MS. Job Description: The Student Support Representative works in the Division of Student Services and reports directly to the Director of Enrollment Services. The successful candidate will possess superb interpersonal skills and will be comfortable communicating with prospective, current, and previous students as well as internal personnel via a variety of software, such as SCT Banner, Webex Contact Center, Recruit CRM, etc. The successful candidate will also be knowledgeable of all components of the student enrollment process and will exhibit superior customer service skills in all functions to enhance students' educational experience. This position requires someone with an outgoing and positive attitude, multi-tasking ability, and excellent problem-solving capabilities. The successful candidate will demonstrate the ability to balance institutional traditions and academic integrity with the individual needs of the students and faculty; understand the responsibility to act in accordance with guidelines set by the Family Education Right to Privacy Act (FERPA); and exhibit the ability to work effectively with a diverse group of administrators, faculty, staff, and students. Job Duties: 1. Assist customers in an efficient and customer-friendly manner with application procedures, consumer information, and general inquiries for those entering the Enrollment Services Center, calling on the phone, or emailing correspondence. 2. Support and provide superior service via phone, face-to-face, emails, social media, website, Live Chat tickets, and faxes as a receiver and caller. 3. Positively and professionally, greet students entering the Enrollment Services Center assisting and resolving their needs. 4. Maintain a positive, professional environment with time flexibility for multi-tasking especially regarding prioritizing call transfers, call backs, holds, interruptions, and unintentional disconnects. 5. Collect and properly manage documents submitted by customers. 6. Maintain an extensive knowledge base of the institution to provide accurate information to potential and current students about admission requirements, financial aid requirements, student accounts, and other general information. 7. Assist students as much as possible with the utilization of web-based resources before leveling them up to Enrollment Specialists or different departments. 8. Participate in the planning and execution of all Enrollment Services functions. 9. Be an effective member of the Enrollment Services team by maintaining an effective working relationship with campus personnel, students and the community. 10. Maintain responses to the electronic mailbox and to voicemail for the office phone lines. 11. Utilize Banner administrative software, imaging software, and other appropriate software to support office procedures and specified duties. 12. Serve the customer beyond their expectations. 13. Be familiar with the College Catalog, Student Handbook, and MGCCC website. 14. Be familiar with and abide by MGCCC Policies and Procedures Manual. 15. Upgrade skill level and performance through employee development. 16. Understand the impact of attitude in handling customers. 17. Effectively deal with job stress, angry callers, and upset customers in a professional and positive manner. 18. Be familiar with and adhere to FERPA/privacy guidelines. 19. Maintain confidentiality of all conversations and documents for enrollment services applicants and recipients. 20. Direct phone calls and walk-in traffic to the appropriate personnel or department in an effective and efficient manner. 21. Be flexible in working extended hours, such as evenings, weekends, or holidays, etc. as needed. 22. Assist in general office functions, sharing duties with other staff personnel. 23. Initiate and advise the withdrawal p ocess for students. 24. Perform other duties as assigned by the Director of Enrollment Services, Dean of Student Services and Enrollment Management and/or Campus Vice President. Mandatory Qualifications: (M1) Minimum of an associate degree from a regionally accredited institution of higher learning. (M2) Customer service experience in a professional setting. (M3) Skilled in operation of personal computers and Microsoft Office Suite. (M4) Excellent written and verbal communication skills. Desirable Qualifications: (D1)Demonstrated student services experience in a community college or university setting. (D2) Experience with SCT Banner or other administrative software. (D3) Demonstrated ability to multi-task within a team environment. (D4) Experience with Perceptive or other document imaging software. EEO/Compliance: Mississippi Gulf Coast Community College is an Equal Opportunity Employer and welcomes students and employees without regard to race, color, religion, national origin, sex, pregnancy, age, or qualified disability in its programs and activities. For further information, contact the Compliance Officer P.O. Box 609, Perkinston, Mississippi, 39573, telephone number 601-528-8735, email address [email protected]. The College: The Mississippi Gulf Coast Community College District serves a four-county area with three major campuses, the Community Campus and four centers including: Perkinston Campus, Perkinston, MS; Harrison County Campus, Gulfport, MS; Jackson County Campus, Gautier, MS. Additionally, The Bryant Center at Tradition, Biloxi, MS; Advanced Manufacturing and Technology Center, Gulfport, MS; Haley Reeves Barbour Maritime Training Academy, Pascagoula, MS; Naval Construction Battalion Center, Gulfport, MS; Keesler Center, Biloxi, MS; The West Harrison Center, Long Beach, MS; and George County Center, Lucedale, MS. State and regional associations accredit Mississippi Gulf Coast Community College, and several programs are accredited nationally. Offerings include academic, technical degree, vocational skill and adult continuing education programs.