One Stop Specialist/AI Coordinator (CSEA)

Finger Lakes Community College; Town of Canandaigua (NY); On-site; USD 39,000 - 40,000; Full time

Benefits offered by this job

Retirement plan

Health insurance

Tuition waiver

Job summary

Finger Lakes Community College seeks a One Stop Specialist/AI Coordinator to serve as the primary enrollment services contact for students and families, leveraging AI to deliver accurate, student-centered information across Admissions, Financial Aid, Advising, and Records.

The role administers the AI platform, maintains the knowledge base, trains staff, analyzes AI interactions, coordinates events, and supports cross-training.

Qualifications

• Associates degree required; Bachelor's preferred.
• Minimum of two years full-time direct customer service experience, preferably in higher education.
• Excellent written, oral, communication, and presentation skills; strong customer service orientation.

Responsibilities

• Develops and maintains One Stop Center rotation schedule for adequate coverage.
• Coordinates phone system maintenance, usage, and reporting.
• Provides direct assistance for enrollment services across multiple offices.

Skills

Customer service

Notary public

AI applications

SIS (Colleague)

Microsoft Office

Training staff

Communication

Education

Associates degree

Bachelor's degree preferred

Tools

Colleague

WebAdvisor

Self Service

OnBase

Slate

Job description

The One Stop Specialist/AI Coordinator is an ambassador for FLCC, serving as the primary point of contact for students and families while leveraging emerging technologies, including artificial intelligence, to provide responsive, accurate, and student-centered enrollment services. The One Stop Center Specialist/AI Coordinator represents the following functional areas of the College: Academic Advising, Transfer and Career Services, Admissions, Financial Aid, Student Accounts and Student Records, providing comprehensive information and guidance to students and families, as well as other enrollment services from other areas of the College. The One Stop Center Specialist/AI Coordinator will participate in ongoing professional development, as well as direct support of cross-training opportunities for other One Stop Specialists and enrollment services staff. The One Stop Specialist/AI Coordinator serves as the primary administrator of the College's AI student services platform. This includes maintaining the AI knowledge base, monitoring the accuracy and quality of AI responses, coordinating updates with functional offices, identifying opportunities to improve automated services,and ensuring the AI platform supports the College's commitment to providing accurate, timely, and student-centered enrollment services. The One Stop Center Specialist/AI Coordinator plays an integral role in the coordination and implementation of enrollment service events (e.g. Admissions visitation days, SUNY Financial Aid Days, Registration/Orientation events for new students, transfer fairs, financial aid workshops, and scholarship awareness/application events.) The One Stop Center Specialist/AI Coordinator will provide assistance and training to students and families related to enrollment services. A flexible schedule is required; evening and weekend hours are to be expected. Travel to the campus centers is required.

FLCC is committed to diversity, equity and inclusion, and strives to provide an environment that embodies these principles. We strive to attract talented personnel from diverse backgrounds and traditions, particularly of race and ethnicity, gender, gender identity, sexual orientation, nationality, culture, religion, worldview and physical and mental abilities. As such, applicants from historically under-represented groups are highly encouraged to apply.

This is a full-time, grant-funded position.

Qualifications

• Educational Background: Associates degree; Bachelor's degree preferred.
• Special Skills: Minimum of two years full-time experience in direct customer service, preferably in higher education; excellent written, oral, communication, and presentation skills; proven customer service orientation; experience with student information systems (e.g. Colleague); high level proficiency using Microsoft Office products (Word, Excel, PowerPoint, Outlook); strong organizational skills; strong grasp of student, self-service software delivered over the web (e.g. WebAdvisor, Self Service); ability to work independently to prioritize tasks and problem-solve; ability to function at a high-level in a fast- paced environment. Ability to provide training and assistance in individual and group settings. Notary public certification required or must be obtained within one (1) year of employment. Demonstrated ability to learn, implement, and manage emerging technologies, including artificial intelligence (AI) applications that support student services. Ability to analyze AI-generated interactions, maintain knowledge bases, identify trends, and implement continuous improvements to enhance service quality and operational efficiency. Experience training colleagues on technology applications and adapting business processes to support new technologies is preferred.

Essential Functions

• Develops and maintains the One Stop Center rotation schedule, with input from the other One Stop Specialists, to ensure adequate coverage based on office needs and programming.
• Coordinates the One Stop Center phone system maintenance, usage, and reporting.
• Provides complete and direct assistance to students and their families seeking a wide-range of enrollment services at the College and the Campus Centers traditionally offered through Financial Aid, Admissions, Student Records, Student Accounts, and Academic Advising, Career and Transfer Services; make referrals to other offices only when necessary.
• Organizes and actively participates in the delivery of Financial Aid, Admissions, and Registration/Orientation workshops and information sessions for groups of students and their families.
• Supervises and instructs work-study students in the completion of necessary clerical duties.
• Participates in on-going professional development activities to promote personal growth, and awareness of best practices in higher education.
• Facilitates and provides professional development opportunities for colleagues on topics pertaining to enrollment functions.
• Trains students individually, or in groups, in utilizing web-based services, such as FLCC student email, Self Service, and Blackboard.
• Coordinates, trains, and facilitates the use of technology (e.g. SIS, , Call-Em-All, OnBase scanning software, One Stop call center software, and Slate) for initiatives directed at streamlining communication with students who access Financial Aid, Admissions, Student Records, Student Accounts, and Academic Advising and Transfer Services.
• Initiates contact and/or follow-up with students and families to support enrollment service functions.
• Offers suggestions for continuous quality/process improvement to the One Stop Center Director.
• AI Knowledge Management - Serves as the primary administrator for the One Stop Center AI platform by maintaining and continuously improving the AI knowledge base, ensuring information related to Admissions, Financial Aid, Student Records, Student Accounts, Academic Advising, SUNY Reconnect, and other enrollment services remains accurate, current, and aligned with College policies and procedures.
• AI Training and Quality Assurance - Trains, configures, monitors, and optimizes the AI student services platform by reviewing AI-generated conversations, evaluating response quality and accuracy, identifying knowledge gaps, implementing improvements, and coordinating updates with appropriate College departments and the AI vendor.
• AI Analytics and Continuous Improvement - Monitors AI system performance using analytics and reporting tools to evaluate utilization, response accuracy, student satisfaction, inquiry trends, escalation rates, and operational efficiencies. Recommends process improvements that enhance student service delivery and support institutional enrollment goals.
• AI Governance and Staff Support - Serves as the primary resource for College staff regarding the AI student services platform by coordinating training, promoting effective use of AI technologies, supporting responsible and ethical AI practices, and collaborating with Information Technology and functional offices to ensure compliance with institutional policies, accessibility standards, and applicable federal and state regulations.
• Assumes responsibilities of the One Stop Center Director, in their absence.
• Performs other related duties as assigned to facilitate an effective and efficient student-centered service environment.

Benefits And Salary Range

• Competitive starting pay $28.48 - $29.30 per hour and is commensurate with qualifications
• NYS retirement
• SUNY Voluntary Savings Plan
• Comprehensive Health and Dental Insurance through Excellus BCBS
• FSA
• 15.5 days of annual leave, 1 sick day, and 13 holidays annually
• FLCC Tuition Waiver for employee and dependents
• Tuition assistance - 4-year institutions

Finger Lakes Community College does not discriminate against any employee, applicant for employment, student or applicant for admission based on an individual’s race, color, national origin, religion, creed, age, disability, sex, gender identification, gender expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, veteran status, domestic violence victim status, criminal conviction or any other category protected by law. The College adheres to all federal and state civil rights laws prohibiting discrimination in public institutions of higher education.