Specialist, Welcome Center Student Experience

Responsibilities Serve as a friendly and informed first point of contact for students, families, and visitors. Assist with general questions about campus operations, admissions, registration, financial aid, testing, advising, and campus resources. Make referrals to appropriate subject matter experts as needed to support student success. Use phone, email, live chat, texting platforms, and AI tools to respond to student inquiries and route them as needed. Maintain a warm, inclusive environment that affirms all students’ sense of belonging and support. Oversee daily activities at the Welcome Center, including signage, wait management, and traffic flow. Supervisor and schedule part-time front desk staff and/or student ambassadors. Provide day-to-day guidance on Welcome Center processes, procedures, and service expectation to part-time front desk staff and/or student ambassadors to ensure consistent student support. Support daily scheduling and staffing needs for part-time staff and student ambassadors to maintain daily coverage and availability to assist student needs. In collaboration with peers, ensure Welcome Center materials, scripts, and communication tools reflect current processes and procedure district-wide. Utilize electronic systems such as CRM, chatbot, queue management systems, and/or knowledge bases to deliver timely, accurate service. Track and document student interactions and concerns for follow-up and continuous improvement. Monitor trends and share feedback with campus and district leadership to enhance the student experience. Work closely with Student Affairs departments such as Advising, Enrollment Services, and Testing to ensure seamless and responsive handoffs and referrals. Participate in campus events, open houses, welcome week activities, and other outreach efforts. Qualifications Associate’s Degree Experience in customer service in a high-contact, public-facing role. Demonstrated ability to manage multiple tasks in a fast-paced environment while maintaining exceptional customer service. Strong communication and interpersonal skills. Bachelor’s Degree is preferred. Experience working or serving in a voluntary student leadership role assisting students in a college or university setting is preferred. Familiarity with student information systems (e.g., Banner), CRM tools, and chat/text platforms is preferred. Supervisory experience, particularly in frontline or part-time staff management is preferred. Bilingual/multilingual skills are preferred. Requirements Regular on-campus presence is required. Occasional evening or weekend shifts may be needed during peak enrollment periods or special events. May involve extended periods or standing or sitting in high-traffic areas. Physical Requirements None #J-18808-Ljbffr St. Louis Community College