Advising Associate, Response Center

Anne Arundel Community College; Maryland; On-site; USD 35,000 - 44,000; Full time

Job summary

Anne Arundel Community College is seeking an Advising Associate for the Response Center at the Arnold/Main Campus. The role provides front-line customer service via in-person, phone, email, and chat regarding Admissions, Advising, Financial Aid, and related offices.

Requires an Associate's degree and at least two years of customer service experience. The position is full-time, non-exempt, with a 40-hour work week on campus, and an emphasis on effective communication and problem-solving.

Qualifications

• Associate's degree required.
• Minimum 2 years of customer service experience.
• Training new hires experience.
• Proficient with Microsoft Office suite.
• Strong problem-solving and communication skills.
• Able to locate information using databases and manuals.
• Demonstrated interpersonal, verbal, and written communication.

Responsibilities

• Provide prompt, courteous, and accurate information across channels.
• Aim for first-contact resolution through problem-solving.
• Multitask across phone, chat, email, and in-person inquiries.
• Support in-person services at One Stop or Enrollment Services.
• Meet or exceed performance metrics.
• Participate in ongoing training and coaching to improve skills.

Skills

Customer service

Problem solving

Interpersonal skills

Verbal communication

Written communication

Education

Associate's degree

Tools

Ellucian Colleague

Ellucian Experience

Destiny One

Gravyty Ivy Ocelot

Job description

Title: Advising Associate, Response Center

Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $25.29-$31.61 per hour

Work Mode: This position requires regular in-person presence on campus and at alternative locations, depending on class schedule and other assigned duties.

Hours Per Week: 40

Position Type: Full-Time Staff, Non-Exempt

Position Summary

The Advising Associate provides comprehensive customer service in person and remotely via telephone, email, and chat, addressing inquiries from current and prospective students, parents, faculty, staff, and community members who contact the Response Center, answering questions and addressing concerns related to Admissions, Records & Registration, Advising, Financial Aid, Continuing Education, Cashiers, and other college offices. Acts as liaison with Academic Advising office, attending staff meetings and acting as subject matter expert on academic regulations in the college catalog, as well as Advising policies and procedures. Uses databases and other resources to research and communicate the standard policies and procedures of Admissions, Records & Registration, Advising, Financial Aid, Continuing Education, and Cashiers and determine status of in-process transactions such as admissions applications, credit and Continuing Education (noncredit) registration activity, and financial aid awards. Continually demonstrates above average skills in customer service, problem-solving, and conflict resolution. Easily navigates and assists others with technology in-person and remotely. Demonstrates initiative as well as consistent attendance and schedule adherence. Maintains and grows knowledge about each office, department, and division within the college. Communicates effectively and provides continuous support to Integrated Enrollment Services (IES). Assists with training, events, and projects as assigned. The Advising Associate must have the ability to work a flexible schedule and work in a sedentary, highly structured setting with established metrics, policies, and procedures, answering high volume calls, chats, emails, and/or providing in-person services for a minimum 6 hours per working day.

Job Duties And Responsibilities

• Act as intermediary between stakeholders and campus offices while providing prompt, courteous, and accurate service.
• Strive for first-contact resolution by problem-solving, addressing concerns, and providing appropriate resolutions.
• Successfully multitask between various communication channels, databases, and resources to answer inquiries from stakeholders regarding Admissions, Records, Advising, Financial Aid, Continuing Education, Cashiers, and other college offices.
• Assist in-person as needed with One Stop or Enrollment Services.
• Consistently meet or exceed performance metrics.
• Participate in ongoing phone, chat and email training to maintain high level of service and knowledge.
• Training topics may include but are not limited to chat, phone, email, in-person services, technology, customer service, AACC, higher education, and any other areas as directed by supervisor.
• Participate in monitoring and coaching activities to improve skills and to achieve IES goals and objectives.
• Participate in professional development.
• Responsible for maintaining documentation of Academic Advising standard operating procedures, Response Center training materials, chatbot knowledge base; attending Advising office staff meetings and events as approved by supervisor; timely and effective communication of Advising updates; advise on all aspects of Academic Advising such as placement, registration, program requirements, program planner tools, SAP appeals, academic regulations, transfer partners, articulation agreements, academic regulations, as well as navigating the Virtual Advising Center and Bookings.
• Assist with assignments, activities, and projects associated with IES such as Commencement, College Fair, and other office activities.
• Assist with any other duties as assigned by supervisor.

Required Qualifications

• Associate's degree
• Microsoft Office suite
• Minimum 2 Years Customer Service Experience.
• Training new hires.
• Problem solving and providing appropriate resolutions.
• Using resources such as the internet, databases, and manuals to locate information.
• Assimilating new information.
• Utilizing knowledge to effectively answer inquiries from stakeholders.
• Demonstrated interpersonal, verbal, and written communication skills.
• Interacting tactfully and effectively with the members of the public.

Preferred Qualifications

• Experience handling high volumes of calls, chats, and emails.
• Experience acting as liaison between departments, offices, and/or vendors.
• Experience diplomatically addressing minor errors, inaccuracies, misinterpretations or gaps in knowledge.
• Experience identifying high level or recurring performance or operational issues.
• Experience with Ellucian Colleague; Ellucian Experience (MyAACC/Self Services); Modern Campus Destiny One; Gravyty Labs Ivy Ocelot live chat/chatbot.
• Knowledge of Response Center, IES, and AACC standard operating procedures and policies.
• Bilingual.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.