Student Affairs Assistant III
Title: Student Affairs Assistant III
Working Title: Tier III Lead
Salary Range: $31,500.00
Contract Term Length: 12 Months
Standard Hours: 37.5
Work Location: On-Site
FLSA Status: Non-Exempt
College: Somerset Community College
Campus Location: Somerset, KY
Department: Student Affairs - Call Center
Total Rewards
Somerset Community College offers a competitive benefits package and an attractive work environment that supports excellence, innovation, and creativity including:
- Exceptional health care, vision, dental coverage for you and your family
- Tuition reimbursement/waiver for you, your spouse, and dependents
- 403(b) retirement plan: a 5% employee contribution receives a 10% employer match
- Vacation/Sick Time
- Work-Life Balance
- 9.5 Paid Holidays
- 2 Weeks Institutional Closing Pay (Last 2 weeks of December) for qualifying positions
- Employee Assistance Program
Job Summary
Somerset Community College invites applications for a Student Affairs Assistant III. This position operates as the primary Tier III Lead for Somerset Community College working with vendors and KCTCS to resolve student issues. Additionally, this position oversees all day to day operations in the contact center and works with other departments to serve as a Liaison and work directly with students and the public.
Job Duties:
- Maintain knowledge of PeopleSoft, admissions, recruitment, registration, records, retention, financial aid, student financials, Learning Management System support, and identity management. Work with faculty and staff specialists at the college to assist with issues outside of generalist’s capabilities.
- Responsible for timely, accurate, and professional follow through, including communication to students regarding resolution and updating ticket information and status.
- Meet on a regular basis with other college staff handling Tier II escalations to review quality and receive coaching.
- Works with system office, outsource vendor, deans of students and other appropriate staff to ensure a seamless integrated comprehensive approach for online student services success.
- Responsible for the maintenance of all college-specific information and knowledgebase FAQs as well as participates in regular knowledgebase reviews.
- Serves as the college’s Service Center expert and point of contact.
- Meets on a regular basis with Tier I vendor staff, other staff handling Tier II escalations, and the System Office to review quality calibrations and service level agreements.
- Provides a concierge services model approach to respond and resolve all students’ inquires (from Tier I referrals) within 1 business day (2 business days if over holidays or institutional closings). Maintains phone, email, and Instant Message contact with Service Center during work hours. Owns all escalations to the college and is responsible for timely, accurate, and professional follow through including communication to the student regarding the resolution and updating ticket information and status.
- Participates in all appropriate training sessions to stay abreast of new programs and services.
- Works in a team-oriented environment effectively and oversees the day to day operations and maintains schedules to assure coverage.
- Creates messaging as it applies to enrollment management and technology – KNECT, Radius, etc.
- Other duties as assigned.
Minimum Qualifications:
Associate Degree from a regionally accredited college or university in a related field and three years related work experience, or equivalent.