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PT Student Assistant I

2 months ago

Houston, United States San Jacinto College Full time
PT Student Assistant I

MAJOR REPONSIBILITIES:

Essential Job Functions

Respond to inquiries via telephone and email that include the following information:
  • Admissions application process
  • Transcript process handling
  • College testing process
  • New student orientation
  • Student account status, payment application and account hold information
  • Financial Aid application process (FAFSA), including Federal Aid regulations
  • Document verification process
  • Payment plan options and refunds
  • Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
  • Course Program information and descriptions
  • Use of College ERP system to research and transmit confidential student information to properly identified student callers. Use of College account security application to reset passwords upon verified requests.
  • Transfer telephone calls and forward emails accurately to internal departments upon request. Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
  • Complete call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
  • Review call center metrics to compare individual performance with team benchmarks. This includes Average Answer Time, Average Talk Time and Average Ring Time.
REQUIRED/MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:
  • A proven track record of effectively interacting with a diverse constituency group of people.
  • Being able to comprehend complex information and explain it to prospective and current students.
  • Knowledge of the operations of a community college and the enrollment process.
  • Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines.
  • Reviews student records and make decision for connections to complete student applications and registration process.
  • Assist with document preparation and assigned adjustments to students records.
  • Accountable for call quality, attendance, and adherence to work schedule results
  • Heavy phone and computer usage is required for this position.
  • Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict management and telephone etiquette skills.
Education and Experience:

Required Education:
  • High school diploma or equivalent
Preferred Education:
  • Degree or certificate from an accredited institution.
Bilingual candidates are encouraged to apply

Required Experience:
  • Minimum one (1) year of administrative / customer service experience
Preferred Experience:
  • Experience in Higher Education
  • Banner (software) knowledge of campus departments and process.
Note: The duties of this position require a physical presence at the assigned on-site work location during unrestricted operations with very limited or no opportunity for remote work arrangements.

Physical Activity
  • Lifting up to 50 pounds of force


Salary Grade: CLERI

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req5546

Posting Close Date: 11/1/2024