Body
Requisition ID:
Position Number: 00001872
Employee Group: APSS
Schedule: 40 hours/52 weeks
Compensation: Level A
Benefits: Full-time
Reports to: Lakeshore Campus Operations Manager
Posting Opens:
Posting Closes:
ESSENTIAL JOB FUNCTIONS
- Serve as a highly professional representative of the GRCC Lakeshore Campus and the primary point of contact for aspects of enrollment, admissions, and financial aid.
- Greet and direct students and visitors promptly; assist with questions/concerns, and serve as the Lakeshore Campus “welcome” ensuring a positive first impression.
- Serve as the lead for triaging, prioritizing, and organizing the front desk, ensuring efficiency in a high-traffic, fast-paced environment.
- Answer phone calls in a courteous, friendly, timely, and professional manner.
- Provide extensive information regarding GRCC student services including admissions, enrollment, financial aid, student accounts, and academic support.
- Assist students and parents with understanding and interpreting student accounts, tuition payments, financial aid awards, and FAFSA verification processes.
- Assist students in completing and submitting applications for GRCC admissions, FAFSA, tuition payment plans, and GRCC Foundation scholarships.
- Take a lead role in resolving front-line complaints and student frustrations at the Lakeshore related to financial aid, enrollment, or other student services, escalating as necessary.
- Provide and disburse essential information related to Student Financial Services, Student Records, and the Bookstore.
- Provide support for administrative and instructional staff as appropriate
- Provide support and assistance with program projects as required
- Maintain accurate records, files, and office activities with strict standards of confidentiality.
- Assist students with academic program selection, course registration, curriculum code changes, and general advising inquiries.
- Support students with technical difficulties, including MyGRCC portal login issues, online class access, quizzes/tests, and software navigation.
- Administer ACCUPLACER/ALEKS placement testing and other assessments as needed.
- Assist with room setups, guest speaker needs, and Lakeshore Campus events, including Fall/Spring Open Houses, Orientation, and Ready, Set, Enroll.
- Serve as the liaison for Spanish-speaking students and families, providing bilingual assistance and guidance on college processes including the translation of materials.
- Hire, train, supervise, and evaluate student employees at Lakeshore Campus, ensuring exceptional customer service and financial aid knowledge.
- Coordinate and manage student worker schedules across Winter, Summer, and Fall semesters to ensure full coverage during peak times.
- Develop student employee training programs focused on customer service, and technology use.
- Track, analyze, and report financial aid interactions, enrollment trends, and service needs at the Lakeshore to inform lakeshore campus-wide improvements.
- Monitor and report data related to applications, door counts and student interactions to assess service effectiveness.
- Assist with Lakeshore website updates and maintenance, ensuring accurate information is available to students.
- Assist students in navigating online platforms, including MyGRCC portal, Online Center, Academic Advisement, registration, and personal data changes.
- Manage the Lakeshore Campus laptop rental program, including inventory tracking and maintenance.
- Coordinate textbook pick-ups and rental drop-offs, ensuring accurate record-keeping and student access to course materials.
- Provide assistance with enrollment texting campaigns using Mongoose, ensuring timely and effective communication with students.
- Maintain strict confidentiality of student records, financial data, and sensitive information in compliance with FERPA, and other regulatory policies.
- Attend regular professional development and training in admissions, enrollment, financial aid, and student services to stay current with industry best practices.
- Be flexible in scheduling to allow for evening, weekend, and additional hours as requested by the supervisor.
- Work closely with Lakeshore Campus’ F4F/Reconnect Liaison to answer student inquiries
- Assist with coordination of New Student Orientation sessions at Lakeshore Campus
- Cross train with other Lakeshore APSS to provide back-up when necessary
- Use of various technology tools for manage tasks and communications (Mongoose/Cadence, Qless, Acuity, Sierra, etc)
- Coordinate with Student Life to provide food pantry and snack services for Lakeshore students
- Performs other related duties as assigned
JOB SPECIFICATIONS
Educational Credentials
Work Experience
- Strong working knowledge of PeopleSoft Student Administration (CWIS) and Microsoft Office (MS Word, Excel, Access, PowerPoint) and Advisor Trac
- Ability to utilize highest levels of confidentiality and ethical standards
Skills
- Must be punctual and have a good attendance record and remain flexible in schedule to allow for changes during the semesters, in accordance with busy periods.
- Must be personable and energetic, enjoy working with the public, and have a strong customer service focus; ability to maintain positive interpersonal relationships, motivate others and work effectively as a member of a team as well as independently.
- Must possess good oral and written communication skills; ability to manage a high volume of service requests via phone and in person promptly, courteously and professionally. Ability to handle multiple priorities and with proven organizational skills with a focus on continuous improvement.
- Demonstrated ability to provide presentations to large groups (25 or more).
- Ability to communicate effectively and work cooperatively with a diverse student, college staff and business partner population.
- Demonstrate high technical skills and extensive software application experience. Specifically, MS Word, Excel, Access, Publisher, Microsoft Office Suite, PeopleSoft or other Student Information System, Blackboard, Image Now/Perceptive Content, Navigate, CRM Radius, Parchment, College Board, placement testing (Accuplacer, ALEKS), FAA Access, MISSG, FSA ID, FAFSA.gov, EAB, Mongoose, Acuity, and MyGRCC.
Mental Demands
- Demonstrated ability to work effectively with diverse populations
- Demonstrated ability to work as part of a team
- Ability to work under pressure. Possess mature judgment and is flexible in regards to interruptions and ability to handle pressure situations with tact. Problem solving skills a must
- Must use good judgment in handling sensitive or difficult situations in a pleasant and professional manner
- Project a professional image including punctuality and good attendance record
- Demonstrated initiative and problem-solving abilities and be able to exert initiative and resourcefulness
- Ability to perform daily routine and unexpected duties with minimum supervision
Physical Demands
- Ability to lift and move up to 25 pounds and traverse around the building
- Ability to sit for prolonged periods of time
Working Conditions
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
- Ability to work in a high traffic, indoor environment
- Ability to work in busy office with frequent interruptions