Title: Advising Associate, Response Center

Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $51,169-$63,961

Work Mode: This position requires some regular in-person presence on campus or at alternative locations, depending on business needs of the office.

Hours Per Week: 40

Work Schedule: 

Position Type: Full-Time Staff,  Non-Exempt

Position Summary

The Advising Associate is responsible for providing comprehensive customer service in person and remotely, via telephone, e-mail and online chat, addressing questions and concerns from students, parents, faculty, staff, and community members promptly, courteously and accurately. Strive for first-contact resolution by problem solving, addressing concerns and providing appropriate resolutions. Assist callers with identifying the appropriate college personnel or department to assist with questions or concerns, as appropriate. Use available databases and other resources to locate and provide accurate information regarding Admissions, Records and Registration, Advising, Financial Aid, Continuing Education, Cashiers, and general college information.The Advising Associate will serve as liaison between the Response Center and Academic Advising office; serve as the Response Center's primary point of contact for information on credit programs of study and transfer processes; utilize available resources to confirm status of transactions with Admissions, Records and Registration, Financial Aid, Cashiers, and general college information. and Continuing Education compliance with the Higher Education Act; and assist with training, events, and projects as assigned.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Act as intermediary between callers and campus offices while providing excellent customer service via telephone. Answer inquiries/confirming status of transactions such as admissions applications, records requests, placement, credit and noncredit registration, financial aid application and awards, and payment. Promote student resources such as tutoring, library services, Career Center services, Disability Support Services, Health and Personal Counseling services, student clubs and organizations, SASP, and tech support.

Assist students, parents, faculty, staff, and community members with various questions, concerns, and requests as noted above while providing excellent customer service via web chat and email. Provide Response Center Manager with suggestions for improved services and functionality. Participate in ongoing chat and email training. Meet or exceed established Response Center chat metrics. Maintain the Ocelot chatbot Advising knowledgebase

Attend Advising department meetings and share relevant updates with Student Information Services team. Train new and current Student Information Services team members on Advising standard operating procedures and policies. Assist students with scheduling and canceling Advising appointments, encouraging meetings with Field of Interest advisor. Assist front desk Advising staff as needed. Explain articulation agreements and consortium partners. Act as Student Planning expert. Promote graduation application and early registration.

Participate in Response Center activities including ongoing customer service and Advising training, monitoring and coaching activities, staff meetings and special projects including the College Fair and other campus events, as well as other duties as assigned by the Response Center Manager.

Required Qualifications:

Associate degree or higher

Minimum of two years of demonstrated ability and experience in customer service, preferably in a call center environment.

Intermediate knowledge of Microsoft Office and general internet experience required.

Ability to work in a sedentary, structured setting with established goals, procedures, and policies.

Ability to communicate effectively and tactfully with students from diverse backgrounds.

Excellent written, oral, and interpersonal communication skills, including public speaking skills.

Preferred Qualifications:

Bachelor's degree preferred.

Call Center experience

Ellucian Colleague student information software experience

Fluency in speaking Spanish