What are the responsibilities and job description for the Welcome Center Student Worker position at Frederick Community College?
Position Summary
The Welcome Center Student Worker supports the strategic and daily operations of the Welcome Center by serving as the front-line customer service and answering questions by applying various communication and approaches. This position aids all Welcome Center activities, including giving directions and answering the College’s phones. The Welcome Center Student Worker position assists, guides, and responds to student needs throughout the visit. This position supports enrollment, retention, and completion initiatives of the College and directs students to the enrollment coaches. The Welcome Center Student Worker demonstrates sensitivity to and understanding community college students’ diverse academic, socioeconomic, cultural, disability, and racial/ethnic backgrounds. This position may use varying styles and approaches that reflect an understanding and acceptance of the role of culture in a diverse, multicultural workplace.
The following are the functions essential to performing this job:
1. Provide excellent front-line customer service and answer questions through various forms of communication, including face-to-face, telephone, email, text, and chat.
2. Navigate through and adapt to multiple software tools to manage customer flow and track face-to-face, telephone, and virtual interactions.
3. Apply customer service skills, including active listening, critical thinking, multi-tasking, and the ability to respond appropriately to diverse groups of people in various situations.
4. Resolve issues and instruct students through various self-service systems, including but not limited to PeopleSoft, myFCC, and Blackboard.
5. Assist with researching resources, collecting data, communicating with appropriate departments and reviewing documents and forms, ensuring all required information is included, and sharing with students regarding missing information by participating in call campaigns.
6. Articulate policies, procedures, and regulations for students, visitors, and the public.
7. Prepare completed documents for scanning and scan and link documents.
8. Maintain data confidentiality and integrity and ensure compliance with FERPA.
9. Administer Photo ID cards and parking passes to current students.
10. Work on special projects from departments if needed.
11. Occasional evenings and weekends may be required.
12. Perform other duties as assigned.
Required Minimum Qualifications
1. High School Diploma/GED
2. Working knowledge of Microsoft Office Suite.
3. Must be a student who is term activated and enrolled or previously enrolled at FCC.
Desired Qualifications
1. Ability to converse in another language other than English (Spanish Preferred)
2. Experience working at a higher education institution
3. Experience using document imaging software
4. Experience using a student information system
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