As Student Services Representative at Western, this role is vital in providing a welcoming and informative environment for both internal and external visitors. It is the face of our institution, embodying approachability and friendliness while assisting students, parents, staff, faculty, and the public with various inquiries and processes related to student intake and enrollment. This role entails providing exceptional customer service to students, visitors, and stakeholders, ensuring a welcoming environment within Mustang Central. Tasked with a range of technical and clerical duties related to student services, including admissions, financial aid, and registration & record. The Student Service Assistant plays a pivotal role in facilitating accurate, efficient, and seamless student entry and processing functions.

It is expected that this individual will accomplish assigned duties in an efficient, effective, competent manner and strive for improvement and excellence in all work performed. Additionally, this individual must understand the comprehensive role of the community college and cooperate and work harmoniously with college personnel and the public. This individual will follow all college policies, rules, regulations and guidelines as they relate to this position.

This listing of essential duties and responsibilities is meant to be representative, not exhaustive. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Greet all visitors, including students, parents, staff, faculty, and the public, in a friendly and approachable manner.

· Represent Western positively, ensuring visitors feel welcome and valued.

· Develop and maintain a thorough understanding of all student intake process policies and procedures.

· Effectively communicate this information to students, parents, and the public in a manner that is easily understood.

· Process various transactions related to enrollment, including registration, records management, housing, financial aid, student IDs, and admission.

· Handle inquiries and requests from prospects, students, parents, staff, faculty, and other stakeholders.

· Utilize multiple channels such as walk-ins, email correspondence, texting, and phone calls to process credit and non-credit registrations

· Stay updated on the institution’s operation as it pertains to the Student Service Assistant position and the needs of students and faculty.

· Continuously enhance knowledge base to provide accurate and helpful information to students, employees, visitors, and stakeholders.

· Communicate relevant information and address inquiries, concerns, and complaints promptly and professionally.

· Troubleshoot problems and provide solutions, making referrals to directors when necessary.

· Learn and understand the needs of students and community members, providing appropriate solutions and referrals.

· Process student transcript requests, both official and unofficial, efficiently, and accurately.

· Produce Student ID cards using technology provided by the College.

· Identifying, analyzing, and flagging duplicate entries in Colleague.

· Implementing preventive measures to reduce future duplicates.

· Assist other staff members in Mustang Central with clerical tasks, projects, and events as required.

· Answer and transfer phone calls, assisting or directing callers to the appropriate department.

· Instruct students on how to access and utilize web services, distributing confidential login information when required.

· Always maintains safe working conditions and practices.

· Assures that confidentiality is safeguarded while handling student and employee records.

· Safeguards institutional physical resources by caring properly for assets assigned to the workstation and by prohibiting unauthorized use.

· Maintains an inventory of all assigned equipment and supplies, keeping proper records, as necessary.

· Performs other related duties as required.

PHYSICAL DEMANDS:

While performing the duties of this position, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, and the ability to adjust focus.

While performing the duties of this position, the employee primarily works in indoor conditions and works near video displays. The noise level in the work environment is usually moderate.

General office practices and procedures

Comprehensive role of the community college

College policies, rules, regulations and guidelines

Institutional and departmental procedures

Customer Service principles and practices

Telephone techniques, practices, and procedures

PC’s and related software, student information systems

Microsoft Office Products, e.g., Word, Excel, Access, etc.

Student privacy as governed by FERPA (Family Educational Rights and Privacy Act) Law

Communicate effectively verbally and in writing

Operate a PC and related software

Maintain effective working relationships with other people

Maintain professional, efficient, and congenial image when dealing with students and the public

Work in a highly visible, busy, heavily trafficked student and public office environment in close proximity with colleagues

Ability to work independently with minimal supervision

Work in a multi-tasking environment with constant interruptions

Use College software systems and technology

Be cross trained in other Mustang Central duties