Job Summary and Duties

SUMMARY

If you are considering a new job, work environment or career opportunities you should look at Mercer County Community College. MCCC is a publicly supported college that is open to all and dedicated to student success. In order to support that mission Mercer seeks to attract, retain, and support a skilled diverse workforce which is our most valuable resource. We thrive on and are proud of our diversity and open access. Our students and employees find the College large enough for a multitude of offerings yet small enough to keep the “Community” feel for all. The College consists of two campuses, the James Kerney Campus (JKC) in the capital city of Trenton, NJ and a larger 292-acre suburban campus just six miles north of Trenton.

As part of the comprehensive and valuable benefits package the College offers credit course tuition waivers for employees, spouses and dependents. This allows for employees and their families to take advantage of earning a higher education degree without the high cost. The College offers students 69 Degree Program Options and 35 Credit Certificates from which to choose.

JOB DUTIES

The Enrollment Center Generalist serves as the primary point of contact for students, both prospective and current, who are seeking entry into the college or require student enrollment services. This role includes, but is not limited to:

• Managing the front counter of the Enrollment Center, delivering excellent customer service, and providing guidance to students throughout the admissions and enrollment processes.
• The Enrollment Generalist assists students, employees, and the community by offering comprehensive information on admissions, financial aid, registration, placement testing, advising, new student orientation, student self-service, student account services, virtual services, military and veteran services, career services, transfer services, and graduation.
• The Enrollment Generalist possesses a thorough understanding of MCCC programs and services, determines the required services, and makes appropriate referrals when necessary.
• An essential job function for the Enrollment Generalist is to be dedicated to serving a diverse college community and actively contribute to the continuous improvement of service quality in the Enrollment Center.

• Provide direction, overviews, and information to students, parents, and visitors regarding general college information, application and admission processes, registration, financial aid, student accounts, academic programs, and general student services.
• Provide prospective and current students with initial information on specialized statuses, such as international students, including application and enrollment policies and procedures.
• Research and address student complaints and concerns, answer various inquiries and requests. Independently determine and make recommendations to students based on guidelines prescribed by Student Affairs.
• Monitor services traffic flow in the Enrollment Center using a queue management system like Qless.
• Guide students through admissions application, student self-service, Student Planning, and the College website, ensuring their successful utilization of these platforms. Train and assist students in navigating the student portal and online student services processes.
• Serve as a resource for students in completing forms and applications, ensuring compliance with college policies and procedures.
• Maintain confidential student records in compliance with the Family Educational Rights and Privacy Act (FERPA).
• Remain current with advancements to technology to effectively deliver services to future and current students utilizing available College technology. Participate in professional development and training as required.
• Train, assist and mentor incoming student ambassadors in the enrollment processes.
• Make recommendations for process revisions and improvements
• Use individual judgement to troubleshoot and resolve student concerns and issues, with involvement of a supervisor when necessary

• Ensure students are prepared for advising sessions by providing relevant information about admissions and testing, triaging students appropriately.
• Utilize the student system to register students, process student forms, access and retrieve student records, and perform other assigned tasks.
• Manage the departments email account, responding to inquiries and distributing messages accordingly.
• Prepare various correspondence, documents, and reports, enter data into databases, and maintain office files, both electronic and paper-based.
• Maintain and update handbooks, forms, publications, and policy/procedure documents as directed by a supervisor.
• Provide information on tuition rates, fees, payment deadlines, and initial residency requirements for tuition purposes.
• Attend employee training sessions and stay updated on policies, rules, and regulations related to job duties.
• Perform other related duties as assigned.

1. May be required to work at the James Kerney Campus.
2. Must be able to remain in a stationary position most of the time, primarily while meeting face to face with students.
3. Constantly communicates with students in person and on the phone.
4. Occasionally moves boxes and files up to 15 pounds.
5. The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
6. Frequently operates a computer.
7. Part-time position with the maximum of 29.5 hours per week. Working hours will occasionally include evenings and weekends during peak registration periods in fall and spring.

Required Qualifications, Knowledge, Skills & Abilities

REQUIRED QUALIFICATIONS

• Associates Degree required
• A minimum of two (2) years of customer service experience in a professional environment
• Proficiency in using a management database system
• Strong proficiency in Microsoft Suite (Word, Excel, Outlook, PowerPoint) excellent technology skills
• Commitment to maintaining confidentiality
• Effective written and verbal communication skills

Preferred Qualifications, Knowledge, Skills & Abilities

PREFERRED QUALIFICATIONS

• Bachelors degree in a related field
• Prior work experience in a higher education environment
• Prior experience working with student management systems; preferably Colleague
• Proficiency in Spanish

• Superior customer service skills.
• Commitment to maintaining confidentiality.
• Demonstrated follow-through in implementing operational procedures.
• Demonstrated ability to work collaboratively with a team.
• Excellent interpersonal, verbal, and written communications skills.
• Positive attitude and ability work with a diverse group of people.

Core Competencies

CORE COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies

Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.

Contributing to Team Success: Actively participating as a member of a team to move the team toward the completion of goals.

Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Customer Focus: Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.

Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Diversity & Inclusion – Working with situations involving different cultures/languages and responding to the ambiguity of unexpected/unfamiliar approaches.

Initiating Action – Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

ADA AND OTHER REQUIREMENTS (May vary depending on the position)
Note: Please update in accordance with role/responsibilities

Positions in this class typically require: ability to use a key board, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.


Mercer County Community College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services.