Enrollment Services Specialist

Position Summary The Enrollment Service Specialist supports enrollment services' strategic and daily operations by serving as the front-line customer service representative, assisting all visitors, parents, prospective students, and current students. This position plays a crucial role in helping students navigate their FCC journey, from answering questions and providing guidance on the application and registration processes to offering information about college resources that promote academic and personal success. The Enrollment Service Specialist aids in enrollment activities, including assisting with filling out applications and forms both in person and online and answering the College's phones. The position responds to student needs throughout the enrollment process, from the time of application to enrollment, while providing operational and functional support to the Enrollment Service Center. This role supports the college's enrollment, retention, and completion initiatives. By engaging with students daily through the Welcome and Information Desks, the Enrollment Service Specialist ensures they are always informed about campus happenings, including events and academic deadlines. This position demonstrates sensitivity to and understanding of 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 at both the Monroe Center and Main Campus locations. Essential Duties And Responsibilities Provide excellent front-line customer service, including active listening, critical thinking, multi-tasking, and the ability to respond appropriately to diverse groups of people in various situations. Answer questions through multiple forms of communication, including face-to-face, telephone, email, text, and chat. Adapt multiple software tools to manage customer flow and track face-to-face, telephone, and virtual interactions on the yearly Welcome Center Form. Resolve issues and instruct students through various self-service systems, including but not limited to PeopleSoft, Navigate, myFCC, and Blackboard. Research resources, collect data, communicate with appropriate departments, review documents and forms, ensure all required information is included, and share with students regarding missing information by participating in call campaigns to assist with Admissions events, Student Engagement department events, and other related activities as needed. Maintain data confidentiality and integrity and ensure compliance with FERPA (Family Education Rights and Privacy Act). Scan completed documents and link them into Perceptive Content. Assist students with understanding, completing, and submitting enrollment-related forms, requests, and documentation, and route materials to the appropriate department for review, processing, and official action. Ensure the Welcome Center is fully set up and ready to assist students. Engage with students daily and create weekly engagement programs to foster student involvement. Check all events and the calendar daily when signing in to stay informed about happenings on both campuses. Administer Photo ID cards and parking passes to current students. Check TV Content Display daily to ensure that events and information displayed on TVs are accurate and up to date. Fill and update catalogs around the Main and Monroe campuses weekly or whenever emptied. Maintain an accurate and updated inventory of the Welcome Center in Shared OneNote. Clean and sanitize all areas of the Welcome Center between student interactions to maintain a clean and safe environment. Create a Canva flyer, either on paper or displayed on the TVs, to highlight most events and inform students about what’s happening on campus. Maintain a monthly calendar of all events happening on campus to keep students informed and engaged. Inform supervisor of any complaints or issues that arise, whether in person, on the phone, or the website. This role requires regular use of AI-supported tools; candidates should be comfortable learning and using artificial intelligence in their daily work. Perform other duties as your direct supervisor assigns. Required Minimum Qualifications Some college coursework or an associate degree. Two (2) years of experience in a front-line customer service position or administrative duties. Working knowledge of the Microsoft Office Suite. Working knowledge of a language other than English (Spanish preferred). Desired Qualifications Associate degree or higher. Experience working at a higher education institution. Experience using a student information system. Work Schedule Variable, Monday - Friday between the hours of 8:30 AM - 6:30 PM Full/Part Time Full Time Telework Eligible? No Essential Personnel? No Non-Discrimination Statement Frederick Community College is committed to the principles of equal opportunity and strictly prohibits discrimination against any person on the basis of age, ancestry, citizenship status, color, creed, ethnicity, gender identity and expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, sex, sexual orientation, or veteran status in its activities, admissions, educational programs, and employment. #J-18808-Ljbffr