Enrollment Services Welcome Center Technician

Washtenaw Community College; Michigan; Hybrid; USD 28,344 - 40,369; Full time

Benefits offered by this job

Paid time off + 12 holidays

Health, Dental, Life & VisionInsurance

4:1 retirement match

Tuition paid for you and dependents

Tuition reimbursement for external tU

Job summary

Washtenaw Community College is seeking an Enrollment Services Welcome Center Technician to lead daily operations at the Welcome Center, guiding students through enrollment and providing top-tier service. The role requires handling inquiries, coordinating with departments, and supporting admissions and registration in a busy campus environment.

The position emphasizes strong communication, multitasking, and knowledge of enrollment processes, FERPA compliance, and office technology in a hybrid

Qualifications

• High School Diploma or GED with 5 years relevant work experience or equivalent
• Excellent customer service skills and ability to multitask in a high-demand setting
• Proficient in common office software and basic data entry
• Ability to communicate clearly and professionally with students, staff and community
• Familiarity with enrollment processes and FERPA compliance

Responsibilities

• Act as primary Welcome Center contact for students, staff and community
• Provide in-person and remote customer service using various technologies
• Troubleshoot issues and coordinate with college offices to resolve problems
• Assist with admissions processing and enrollment steps
• Schedule advisement appointments and manage registration support
• Document interactions in student management systems and generate reports

Skills

Customer service

Multitasking

Communication

IT literacy

Education

High School Diploma or GED

45 credit hours in related coursework

Tools

Banner SIS

Salesforce Target X

Teams

Zoom

Outlook

MyWCC/ Banner tools

Job description

Enrollment Services Welcome Center Technician

Why Join WCC?

• Generous Paid Time Off on top of 12 Paid Holidays
• Affordable & Comprehensive Health, Dental, Life & Vision Insurance
• 4:1 Employer Match for Retirement
• WCC Tuition paid for you AND your dependents
• Tuition reimbursement for colleges outside WCC

Position Summary

The Enrollment Services Welcome Center Technician will facilitate and support daily operations of the Office of Enrollment Services focusing on leading all customer service initiatives, providing the highest level of customer service to students, staff, and community, guiding students through the enrollment/registration process, and performing all related Enrollment Services functions.

Essential Duties include:

• Act as WCC's primary contact by supporting students, staff, and community members at the Welcome Center counter, through the College's primary phone line, via Zoom, and through the College's primary email address.
• Provide exceptional customer service to students, staff, and the community both in person and remotely utilizing various technologies. The technologies may include, but are not limited to Teams, Chat software, Banner SIS, Salesforce Target X, Parchment, Zoom, Outlook, Texting, and Avaya Call Center Phone System.
• Analyze, troubleshoot, and resolve general and high priority issues by collaborating with team members and appropriate college offices to ensure that students, staff, and community receive the highest quality of service.
• Serve as a cross-trained front-line representative providing customer service support to troubleshoot individual needs and ensure that the customer is either assisted through the process or triaged to the appropriate service.
• Provide Enrollment Services and Student Record support including, but not limited to: Assisting students with applying to the college and completing the admissions process.
• Complete identity and residency verification to determine identity and assigned tuition rate.
• Resolving financial concerns related to payments, holds, refunds, appeals or financial aid.
• Scheduling the appropriate advisement appointments / drop-ins.
• Facilitating registration / scheduling support and troubleshooting add / drop issues.
• Providing graduation application information, transcript requests, and student record updates.
• Authorizing placement test retakes at the request of Testing Center management.
• Identifying appropriate WCC services / contacts to answer general questions related to services, events, and resources; utilize College systems such as EMS to identify appropriate contact.
• Work closely with student services / instructional teams to assist with various initiatives, programs, and projects.
• Assist with non-credit course registration and processing of the Emeritus scholarship for qualified applicants.
• Demonstrate a high level of critical thinking to research solutions to questions or issues and effectively communicate action items to customers.
• Communicate in a clear, concise and timely manner.
• Document all interactions in appropriate student management system and run reports / interpret data as requested.
• Maintain confidentiality to process enrollment information in compliance with Family Educational Rights and Privacy Act (FERPA) provisions.
• Knowledge of current federal, state, and institutional programs, regulations, policies and procedures.
• Attend Enrollment Management departmental training; assist with projects and events as requested.
• Coordinate with other staff to continually evaluate and immediately adjust to the changing needs within the office (answering phones, counter, job duties, etc.) to provide exceptional customer service.

Related Duties

• Serve as a primary responsible team leader for one of the following records processes: (serve as secondary responsible team leader for a second process.) Enrollment Verifications.
• Field various external requests that require college research and authorizations.
• Work/Property in District: Evaluate technical calculations to determine eligibility for tuition reduction.
• Complete outgoing calling campaigns to support student registration and retention initiatives.
• Provide training as needed to students, faculty, advisors, counselors, and staff regarding the use of WCC online tools (Banner, WCC website, student email, netID, MyWCC, etc).
• Instruct students individually, or in a group setting, on how to complete the enrollment process.
• Utilize artificial intelligence (AI-enabled tools and software to support administrative operations, including drafting correspondence, organizing information, scheduling, data entry, document preparation, meeting summaries, workflow efficiency, and other responsibilities, while ensuring accuracy, confidentiality, and compliance with institutional policies, procedures, and applicable regulations.
• Other duties and special projects as assigned.

Hours/Schedule

This position will require a flexible work schedule to include day, evening and weekend hours dependent on shift assignment; this position’s assigned shift will repeat weekly as a regular 40-hours per week schedule.

Work from Home eligible up to one (1) day per week, based on determination that essential duties can 1) be performed outside of the worksite, 2) be performed without access to equipment, material, and files located on campus, 3) be performed without face to face contact with supervisor, students or staff, and 4) be performed remotely with an overall neutral effect on students, co-workers, and the organization as a whole.

Minimum Qualifications

• High School Diploma or GED and 5 years relevant work experience and 45 credit hours in related coursework or the equivalent combination of education and work experience.
• A positive outgoing personality with self-starter motivation.
• Must exhibit extreme multi-tasking ability, as well as organizational skills.
• This includes working simultaneously on the daily job duties, as well as being available to wait on customers at the counter and on the phone calls throughout the day.
• Outstanding customer service skills including interpersonal and active listening skills, excellent phone and email etiquette and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.
• Demonstrated ability in various computer applications and operating systems, which may include Microsoft Office, Google, Zoom, GoToMeeting, Teams, Chat software etc.
• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications and engage in sensitive conversations related to academic success and financial matters.
• Ability to understand and explain institutional policy and procedure to students, parents, staff and community.
• Proven ability to execute instructions accurately and in a timely manner, with demonstrated administrative, organizational, and prioritization skills.
• Ability to work in a high demand and stressful environment.
• Conflict resolution skills and experiences.
• Ability to appropriately handle confidential matters.
• Ability in English usage and spelling, basic math, data entry, proofreading, filing and telephone etiquette.
• Demonstrated ability to use standard office technology and emerging AI-supported productivity tools in a professional environment for drafting correspondence, meeting summaries, scheduling, note organization and other administrative related tasks.
• Ability to evaluate AI-generated content for accuracy, maintain confidentiality, and apply sound judgment and ethical practices in the use of AI technologies.

Preferred Qualifications

• Associate Degree or higher preferred.
• General familiarity working in database systems including data entry, queries and running reports.
• 2+ years prior experience in a higher education setting.
• Individuals must be highly organized and willing to work in a metrics driven position.
• Higher education One Stop Shop experience and/or student financial aid, registration, student accounts receivable experience.
• Proficiency in Banner (SIS), Salesforce/Target X (CRM), or multiline call center software.

Posting Details

• Posting Number: 0603908
• Position Title: Enrollment Services Welcome Center Technician
• Position is: Regular full-time
• Position Type: Staff Position (Full Time/Part Time)
• Department/Ofc.: Student and Academic Services
• Salary/Hourly Rate: $24.94

Posting Date

07/21/2026

Closing Date

Equal Opportunity Employer

Washtenaw Community College is an Equal Opportunity Employer

Washtenaw Community College does not discriminate on the basis of religion, race, color, national origin, age, sex, height, weight, marital status, disability, veteran status, or any other protected status as provided for and to the extent required by federal and state statutes. Nor does the college discriminate on the basis of sexual orientation, gender identity or gender expression.