Student Services Specialist

Job Description

Work closely with prospective, current, former students and the general public; assist customers in navigating the admissions, financial aid, registration, advising, billing, payment, and placement processes; familiarize and assist customers with the tools and resources available to enroll at Muskegon Community College; complete Student Services activities as directed.

APPLICATION DEADLINE: First Review May 29, 2023

BUDGETED SALARY RANGE: $16.66- $18.18 Depending on experience

Muskegon Community College

Named the 19th Best Community College in the U.S. in 2021, Muskegon offers accredited academic programs leading to 54 associate degrees and 32 certificates. As an Achieving the Dream Leader College, MCC’s nationally recognized commitment to student success unites its faculty and staff in their mission to prepare students, build communities and improve lives.

One of Michigan’s most picturesque community colleges, the Muskegon main campus building - an award-winning Alden Dow design - spans Four Mile Creek on a 15-acre sylvan setting. The campus boasts several new multimillion-dollar facilities - the Health and Wellness Center, the Science Center and the Art and Music Building - and includes University Park Golf Course and the Carr-Fles Planetarium. The Sturrus Technology Center in historic downtown Muskegon is home to state-of-the-art applied technology offerings, the Rooks|Sarnicola Entrepreneur Center and the Lakeshore Fab Lab. MCC offers classes in adjacent Ottawa and Newaygo Counties.

Living in Muskegon County
Muskegon County residents enjoy 26 miles of sugar-sand beaches along Lake Michigan’s shoreline, as well as one of America’s only luge tracks at the Winter Sports Complex and the regionally popular Michigan’s Adventure Amusement & Water Park. An outdoor recreation hub with three state parks and swimming, fishing and boating on its many lakes and rivers, the Muskegon area offers dynamic downtown and beachfront restaurant and entertainment venues. The Muskegon Farmer’s Market is the second largest in Michigan. Cruise ships dock in Muskegon, while a high-speed ferry connects the city to Milwaukee. Notable local museums range from rare art collections to an actual World War II submarine and a U.S. Navy ship used during D-Day.

Required Skills

Qualifications: Knowledge, Skills & Abilities:

1. Associate Degree or five years’ experience in a customer service environment.
   
   
2. Demonstrated ability to relate to people of all ages, races, and social-economic backgrounds.
   
   
3. Demonstrated ability to operate office technology, software, & equipment.
   
   
4. Ability and willingness to be adaptable, and flexible including upgrading of technology skills or process changes.
   
   
5. Ability to establish and maintain effective working relationships with students, staff, and outside persons.
   
   
6. Demonstrated organizational ability, attention to detail, and solid decision-making skills.
   
   
7. Demonstrated use of tact, judgment and discretion, the ability to maintain confidentiality, and follow policy/procedure including but not limited to FERPA.
   
   
8. Demonstrated history of dependability and punctuality.
   
   
9. Demonstrated ability to work as part of a successful team while accomplishing tasks and assignments without assistance, even while multi-tasking.
   
   
10. Ability to stay calm while working under pressure in a fast-paced environment.
    
    
11. Highly motivated and solution oriented with a high degree of integrity, ethics and dedication to the mission of the College.
    
    
12. Demonstrated appropriate problem solving skills, and ability to resolve customer complaints and reduce customer frustrations.
    
    
13. High proficiency in demonstration of office technology, software, & equipment. Ability and willingness to upgrade skills including technology or process changes.
    
    
14. Demonstrated excellence in both oral and written communication skills, to be demonstrated in various formats including but not limited to in person, online and via phone.
    
    
15. Flexible scheduling to allow for evening and occasional weekend, and overtime work as scheduled by your supervisor.
    
    
16. Requires prolonged sitting or standing, keyboarding and work on computer (hand/eye strain), speaking in English via phone or in person.
    
    

Essential Function:

1. Be the first point of contact delivering exceptional customer service with prospective students, parents, and guests directing and assisting all activities with a focus on admissions.
   
   
2. Assist customers with all aspects of registration including but not limited to Student Planning, registration, payments, payment plans, admissions applications, financial aid applications, student loan applications and other services available in all formats including in person, online, and via phone.
   
   
3. Assist with transcript requests, transfer evaluations, document imaging, maintain the integrity of the student data including the deceased student process, student record management and filing.
   
   
4. Receive and process as appropriate enrollment verification requests and address, name, and residency change requests; transcript requests, degree audit requests, registrations, FERPA release forms and payments.
   
   
5. Receive and process applications and re-applications for college admissions. Review each application to determine if acceptance and residency criteria are met.
   
   
6. Assist with new student orientation programs and processes.
   
   
7. Assists department staff with guest visits, campus tours, and other tasks/assignments.
   
   
8. Receive tuition payments and assist students in resolving issues related to their financial account, with the assistance of the Financial Services Department as needed.
   
   
9. Answer questions and assist with inquiries regarding programs, processes and services offered e.g. payment plans, petition process, parking permit, etc.
   
   
10. Assist with answering the main college switchboard phones as needed.
    
    
11. Cross-train with Testing Center staff and provide regular backup support to the Testing Center as needed.
    
    
12. Resolve customer concerns and reduce customer frustrations during interactions.
    
    
13. Be cognizant of special requirements and regulations relative to academic programs.
    
    
14. Be proficient with the admissions, registration, records, and financial aid modules in the Ellucian Colleague software.
    
    
15. Communicate with the other teammates to keep each other up-to-date on daily activity in each area.
    
    
16. Work independently and in tandem with others in a team environment.
    
    
17. Perform other duties as assigned.
    
    

Physical, Mental, and Environment Requirements Include:

Mental Demands:

☒ Detailed Work

☒ Student Contact

☒ Deadline oriented

☒ Problem Situations

☒ Multiple Priorities & Demands

☒ Emergency Situations

☒ Confidentiality

☐ On-call Availability

☒ Continual Interruptions

☒ Working Alone

☒ Faculty Contact

☒ Working with Others

Physical Demands:

☐ Standing & Walking

☒ Sitting

☐ Carrying

☒ Lifting up to 10 lbs. ☐ Up to 25 lbs. ☐ Up to 50 lbs. ☐ 80 + lbs.

☐ Pushing, Pulling, Twisting, Bending

☐ Climb or Balance

☐ Stoop, Kneel, Crouch, or Crawl

☐ Squatting

☒ Handle or Feel

☐ Reach with Hands and Arms

☒ Talking or hearing

☐ Tasting/Smelling

☐ Working Overhead

☒ Speak in English via Phone or In Person

☒ Close, Distance, Peripheral, and Color Vision along with Depth Perceptions

☒ Ability to Adjust and Focus

Work Environment:

☐ Exposure to wet, humid conditions (non-weather), fumes or airborne particles, toxic or caustic chemicals; extreme heat/cold; and moderate to loud noise levels.

☒ Normal Office environment with little, if, any, discomfort due to heat, dust, noise and the like. Ability to travel to all campus locations required.





Muskegon Community College continues to promote staff diversity, and is an equal opportunity employer. MCC does not discriminate on the basis of race, color, religion, sex, national origin, marital status, sexual orientation, gender identity, transgender status, political persuasion, disability, height, weight, veteran status, age or any other protected class in any of its educational programs, activities or employment. Minorities, women, veterans, and the physically challenged are encouraged to apply. Anyone with a disability will be reasonably accommodated by the College. If you have a disability and need an accommodation or assistance in applying for this position, please contact the Human Resources Office

Job Location Muskegon, Michigan, United States
Position Type Full-Time/Regular