Communication Center Generalist

Communication Center Generalist 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 enrollment services, placement services, transcript requests, advising, and financial aid. The role assists callers with problem resolution, directs them to the appropriate department or the self‑service web site, and supports the College’s events and room reservation team. Responsibilities Manage a high volume of inbound calls to the college in a timely manner to ensure a positive experience. Answer inbound phone calls, utilizing messaging, chats, video calls, texts, and emails to address questions, clarify needs, and provide solutions when possible. Transfer callers to the appropriate department or, when necessary, to a student services specialist or financial aid counselor. Provide accurate, satisfactory answers to callers’ queries, troubleshoot issues, and de‑escalate situations involving dissatisfied callers. Communicate information that facilitates applications, placement testing, advising, financial aid, and registration through direct interactions with prospective students during their registration process. Assist students with self‑services, College Portal, college e‑mail instruction, tuition/fee payment instruction, transcript requests, and scholarship opportunities. Participate in cross‑training for all areas of student services to keep information accurate and current. Prepare operational summaries and basic activity reports on Communication Center outreach and event reservation trends to support continuous improvement. Read, interpret, and communicate College policies and procedures, and maintain records of students served and services provided. Coordinate and schedule employees for “Welcome Back” week for the fall and spring semesters. Support the Director in developing and maintaining a campus‑wide event schedule for Public Safety, the Media Department, Facilities, and on‑campus food service. Assist the Director and Communication Center Staff with room reservation requests, and field initial inquiries from external organizations interested in renting College facilities. Perform additional duties as assigned. Qualifications and Experience Bachelor’s degree required. Outstanding customer service and communication skills. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Proficiency with communication platforms, including but not limited to CRMs, Mainstay, Constant Contact, and ConexED. Proficiency in reporting and using data to make decisions. Competencies and Skills Strong interpersonal skills to interact tactfully and courteously with students, the general public, faculty, and staff. Quick study in order to grasp policies and procedures related to student services rapidly. Analytical and problem‑solving skills. Ability to take the initiative to solve problems. Ability to collaborate with others. Commitment to student service and a diverse population. Physical Demands and Work Environment Duties performed in a typical interior/residential work environment based on the activity scheduled. Some physical effort required; occasional lifting or moving up to 25 pounds. No or very limited exposure to physical risk. Some travel required. Salary $53,000 – $56,000 Benefits We offer a comprehensive benefits package for full‑time faculty and staff, including medical, dental, and vision benefits; twenty vacation days; ten paid holidays; a ten‑week summer work schedule; gym privileges; tuition remission for credit and non‑credit courses; and tuition reimbursement for an approved degree program at an accredited college or university. Employment Terms Full‑time. Flexible schedule to meet department needs; some evening, weekend, and extended hours required. Ability and willingness to travel on short notice to on‑and off‑campus sites. Flexible hours are required throughout the year, especially at peak times. Position may be required to work at any campus at any time. Employees must establish primary residency in New Jersey within one year of appointment unless an exemption applies. Legal and Anti‑Discrimination Statements UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs. UCNJ Union College of Union County, NJ is an EEO / AAP Employer/Protected Veteran/Disabled. Disclaimer This job description outlines the general nature and key features performed by positions within this classification. It is not designed to constitute a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this description limits management’s right to re‑assign duties or responsibilities as business needs dictate. #J-18808-Ljbffr Union County College