Schedule Information: Monday - Friday
Hours Per Week: 37.5
Benefits: Health, Dental, Life & Disability; Sick, Vacation & Holiday Pay; Personal Business; Harper Tuition Waivers; and Professional Expense
Work Conditions: Work is primarily indoor and sedentary in nature. Work schedule includes evening hours.
Duties of Position:
The Student Services Director is fully responsible for the management of the One-Stop Center, Information Desk and the Contact Center at Harper College. Coordinates and manages all customer service functions, hiring, training and coaching of staff including full-time, part-time and student employees. Other primary responsibilities include continuous, successful execution including setting direction, goals, performance metrics and customer satisfaction measures; implementing policies and procedures; providing interpretation and enforcement and compliance of various academic policies and federal/state regulations; ensuring timely, accurate, and personalized updates and information to students through various communication tactics; and leading continuous improvement efforts related to One Stop Center, Information Desk and Contact Center functions including technical endeavors as they relate to the functions of these services.
Responsible for the development of the operational plan - outlining implementation tasks associated with the successful services of the One-Stop Center, Information Desk and Contact Center. Extensive knowledge of project management, customer service, employee performance metrics, operational metrics and business workflow analysis is required.
Gathers, documents, and analyzes user requirements, and develops strategies for employing effective customer service and best practices.
Responsible for leading and managing essential information, answer questions, counsel and provide problem resolution for current and former students, parents/families, faculty, staff, and other collegiate units in the areas of registration, admissions, academic advising, new student onboarding, financial aid, student records, billing and payment.
Develops and conducts training programs specific to Admissions, Testing, Orientation, Records, Advising, Registration, Financial Aid, Payments and others, as related to full enrollment operations delivery.
Provides an integrated approach to proactively improve customer service, respond to issues, assess communication needs and tactics, generate awareness and increase the utilization of divisional programs and services, and plan for future initiatives.
Leads an integrated approach to educate and promote programs, policies, procedures and customer service building efforts to targeted audiences for the purpose of increasing awareness and increasing the utilization of programs and services delivered within this unit.
Consults with colleges, departments, faculty and other College personnel as appropriate to plan and coordinate new program ideas, changes and to develop extensive training for staff and students.
Reviews and makes decisions on student/customer appeals in a timely manner.
Works with escalated student/parent situations appropriately and improves staff interactions when needed through coaching and frequent performance evaluations.
Surveys students and other customers to evaluate and assess levels of customer service and satisfaction and to gather feedback about ideas for improvement.
Coordinates meetings regularly with administrative level personnel and colleagues to work collaboratively on cross-functional processes and projects.
Analyzes and evaluates the current process flows with the intent of advancing efficiencies, utilizing technology and improving customer service levels to students.
Hires, evaluates, supervises, manages and coaches all staff in the One-Stop Center.
Coordinates and develops schedules to ensure optimal service delivery to students between the One Stop Center, Information Desk and Contact Center.
Adheres to and is in compliance with College policies and procedures re: admission, testing, advising, financial assistance, payment and registration practices. Develops and maintains key resource materials used in student service delivery processes.
Provides direct service to students, both individually and in groups, related to all registration-related student service processes.
Responsible for preparing written reports and documents related to One-Stop Center, Information Desk and Contact Center activity, student service usage and referrals.
Supervises all of the clerical, professional technical and student workers.
Adheres to and is in compliant with College policies and procedures re: admission, testing, advising financial assistance, payment and registration practices.
Performs related duties as assigned.
Educational Requirements: Bachelors’ degree in Business, Human Relations, Education communications or related area required. Master’s degree preferred.
Experience Requirements: A minimum of three years’ experience in customer service areas in business, Contact Center experience, project management or experience operating a Contact Center or One Stop Center in higher education.
Application Review Date: Applications are accepted until the position is filled though priority will be given to applications received on or before: September 7, 2018.
Required Documents: ***A resume and cover letter are required to complete the application process***
* Official transcripts required upon hire
* Employment is contingent upon Criminal Background Check.
* Employment sponsorship is not available.