Position Summary:
The Part time One Stop Specialist is instrumental in the implementation and execution of the One Stop Student Services Center. This position will support, problem-solve and resolve inquiries and issues from potential, current and former students as well as parents, faculty, staff, collegiate units, various third parties and the public. One Stop Specialists are cross-trained in various areas which requires an in-depth understanding of college, federal and state policies regulating academic records, registration, advising triage, student and academic services and account billing. One Stop Specialists offer outstanding customer service and are equipped with comprehensive knowledge of resources and services, and act as a vital resource for the college community.

Essential Job Duties and Responsibilities:

• Serve as a cross-trained front-line representative providing customer service support through email, chat, and phone, to provide high level of service and assistance in real time and facilitate the use of virtual waiting line technology.
• Provide general student services support including, but not limited to assisting students with applying to the college; resolving financial concerns related to holds, refunds, appeals or financial aid; support advising triage; facilitate and troubleshoot registration and add/drop issues; provide graduation information
• Work closely with student and academic services teams to assist with various student initiatives, programs, and projects.
• 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.
• Maintain confidentiality to process enrollment and financial 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 area departmental trainings and functions on and off-campus and assist with projects and events as requested.
• Other duties as assigned.

Hours/Schedule:
This position will not exceed 19.5 hours with possible evenings/weekends.

Work Environment:
Environment is fast-paced and continuously changing. This is a hybrid position and training will be in person on campus. Employee must reside in the state of Michigan. In order to successfully perform all duties of the position and meet expectations and deadlines, WCC will provide technology/ equipment, however, employee is responsible for the following:
o Must have high-speed broadband internet at the remote work location.
o Home Internet Connectivity must be supported by the user’s service provider.
o Must use a secured wireless network, or a wired connection, with high-speed broadband connectivity.
o Must refrain from using public hot spots. If using a public hot spot, VPN connection is required for added security. VPN will be provided by the College.