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Position Summary: The One Stop Specialist will be instrumental in the implementation and execution of the One Stop Student Services Center. This position will support, problem-solve and resolve inquiries and issues from potential, current and former students as well as parents, faculty, staff, collegiate units, various third parties and the public. One Stop Specialists are cross-trained in various areas which requires an in-depth understanding of college, federal and state policies regulating academic records, registration, advising triage, student and academic services and account billing. One Stop Specialists are responsible for timely follow-ups until the issue is resolved or referred to the appropriate person. One Stop Specialists offer outstanding customer service and are equipped with comprehensive knowledge of resources and services, and act as a vital resource for the college community. Essential Job Duties and Responsibilities: • Serve as a cross-trained front-line representative providing customer service support through email, chat, phone, Zoom and in-person to provide high level of service and assistance in real time and facilitate the use of virtual waiting line technology. • Provide general student services support including, but not limited to assisting students with applying to the college; resolving financial concerns related to payments, holds, refunds, appeals or financial aid; support advising triage; facilitate and troubleshoot registration and add/drop issues; provide graduation information • Work closely with student and academic services teams to assist with various student initiatives, programs, and projects. • Demonstrate a high level of critical thinking to research solutions to questions or issues and effectively communicate action items to customers. • Communicate in a clear, concise and timely manner. • Document all interactions in appropriate student management system and run reports or interpret data as requested. • Maintain confidentiality to process enrollment and financial information in compliance with Family Educational Rights and Privacy Act (FERPA) provisions. • Knowledge of current federal, state, and institutional programs, regulations, policies and procedures. • Attend area departmental trainings and functions on and off-campus and assist with projects and events as requested. • Other duties as assigned.
Hours/Schedule: This position will require a flexible work schedule to include day, evening and weekend hours. A tentative work schedule may include 9am-7pm Tuesday-Thursday, 8am-5pm Friday and Saturday 9am-1pm.
Work Environment: Environment is fast-paced and continuously changing. Combination of remote and on campus—subject to change based on college operations. The successful candidate must have internet access and the appropriate technologies needed to successfully perform all duties of the position and meet expectations and deadlines.
Minimum Required Knowledge, Skills and Abilities: • High School Diploma or GED and 3 years relevant work experience and 24 credit hours in related coursework or the equivalent combination of education and work experience. • Demonstrated ability to work efficiently and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads. • Outstanding customer service skills including interpersonal and active listening skills, excellent phone and email etiquette and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations. • General familiarity working in database systems including data entry, queries and running reports. • Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications, and engage in sensitive conversations related to academic success and financial matters. • Proven ability to execute instructions accurately and in a timely manner, with demonstrated administrative, organizational, and prioritization skills. • Sensitivity to cultural diversity and ability to communicate and interact effectively with people of all ages and backgrounds. Additional Preferred Qualifications: • Associate Degree. • A positive outgoing personality with self-starter motivation. • Demonstration of sound judgement and technological literacy. • 2+ years prior experience in a higher education setting. • Individuals must be highly organized and willing to work in a metrics driven position. • Higher education One Stop Shop experience and/or student financial aid, registration, student accounts receivable experience. • Proficiency in Microsoft Office Word, Excel, Outlook, Google Suite (Gmail, Drive, Docs, etc.), student records or financial software (PeopleSoft), Zoom and CRM platforms (Salesforce).
For over 50 years, WCC's open-door admissions policy, affordable tuition rates, and high-quality classes have attracted students from local communities and around the world. More than 18,000 register for credit classes each year, and thousands more enroll in non-credit LifeLong Learning classes. WCC's diverse student body includes more than 1,000 students from over 100 foreign countries.WCC's small classes allow for lots of individual attention. The average class size is 22 students. That's a fraction of the size of many basic classes at four-year colleges and universities.WCC also emphasizes convenience. It offers classes seven days a week, at night, and online. And transferring is easy because WCC has agreements with four-year schools throughout Michigan.