JOB SUMMARY: This position provides customer service support by phone, email, and ticketing system for the university enrollment functions.

MAJOR DUTIES:

• Receive inbound phone calls from the general public.
• Greet customers warmly and ascertain problem or reason for calling.
• Respond quickly to inquiries and issues regarding financial aid, and student accounts through emails and the Ring Central system portal.
• Provide accurate and timely information on student enrollment processes with a business practice to handle the inquiries with one contact transaction.
• Assist in making outbound phone calls to new and current students relating to enrollment processes (e.g. completing admission process, fee payment calls).
• Work with Enrollment Call Center Manager to ensure proper customer service is being delivered.

KNOWLEDGE REQUIRED BY THE POSITION:

• Knowledge of modern office methods, procedures and equipment.
• Some knowledge of current institution state and federal regulations pertaining to the collection, maintenance, and release of information.
• Ability to successfully establish and maintain effective working relations with other employees.
• Basic knowledge of the Banner student operating module.
• Skill in the operation of computers and job related software programs.
• Skill in interpersonal relations and in dealing with the public.
• Skill in oral and written communication

SUPERVISORY CONTROLS: The Enrollment Contact Center Manager assign work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines includes the ability to answer questions and resolve customer service complaints via phone. Use the telephone to reach out to customers and or internal departments as needed to adequately provide optimal customer service interaction.

COMPLEXITY/SCOPE OF WORK:

• The work consists of general to specific information relayed to students/parents regarding financial aid file processing primarily.
• The purpose of this position is to provide assistance to students in matters pertaining to financial aid procedures, processes, and other enrollment services areas as needed. Success in this position contributes to the efficiency and effectiveness of the college’s overall mission.

CONTACTS:

• Contacts are typically with students, parents, co-workers, and other college employees.
• Contacts are typically to provide services; to give or exchange information; and to resolve problems.

PHYSICAL DEMANDS/ WORK ENVIRONMENT:

• The work is typically performed while sitting at a desk or table.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY: None

QUALIFICATIONS:

• Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having a similar position for one to two years.

COMPENSATION CLASSIFICATION:

• This position is non-exempt (bi-weekly paid).
• Pay grade 10.

TO APPLY: Application materials should be emailed as a Microsoft Word or Adobe.pdf attachment to: recruitment@mga.edu with the subject line “10018313 Enrollment Support Representative I 12.16.2020”. Application materials are to include a resume, an MGA Staff application; a letter of interest which includes salary requirements; and three professional references. Paper application materials will not be accepted.

Background checks will be conducted on all final candidates.