Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $48,357-$60,446

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: Monday-Thursday 9am-5pm, 8:30am-4:30pm Friday, occasional Saturdays

Position Type: Full-Time Staff, Non-Exempt

Position Summary

The Continuing Education Associate is responsible for providing comprehensive customer service in person and remotely, via telephone, e-mail and online chat. The Continuing Education Associate will serve as the Response Centers primary point of contact for callers seeking information on Job Training, Professional Skills, Certifications (Continuing Education Certificates & Workforce Training Certificates), classes for Personal Enrichment including those offered at county Senior Centers. Maintain full knowledge of CEWD offerings, procedures and primary contacts for knowledge and training.

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

Member of the Response Center team is responsible for accurately and completely explaining credit and non-credit programs of study, offered by AACC to prospective and current students and their families, as well as the application process for admissions and applications for scholarships. Assist students in confirming application status, transcript requirements and placement standards. Will begin shift when department opens on specific times of senior registration dates, regardless of regular schedule

Familiarize with coordinators of continuing education offerings and online personal identification form. Provide liaison assistance for Continuing Education department to the student information services team members with training and information on all new processes, programs, and departmental changes. Provide support and training on continuing education tuition and fees, payment plans (NELNET), Non-credit Distance Learning (Ed2Go, OLT, etc.), senior registration and costs & payment, Job Corps, WIOA Training Funds, payment and refund policy, and digital badges.

Assist students with various requests via web chat services. Provide timely, accurate information and assistance to students engaging in web chats. Provide suggestions for improved services and functionality. Participate in training and meet or exceed chat standards and goals. Responsible for maintaining the Continuing Education Library for Chat Bot.

Assist callers in identifying the appropriate college personnel who can respond to their inquiries and act as liaison between the customer and other campus offices. Use available databases to retrieve and provide accurate information regarding a student's Financial Aid, Advising, Records and Registration, Admissions, AMIL, CEWD, GBTC, and general college information. Assist students with services in these areas and provide appropriate resolution and excellent customer service. Participate in training to improve office metrics

Participate in Response Center activities including ongoing customer service and continuing education training, monitoring and coaching activities, staff meetings and special projects including the College Fair and other campus events. Contact students and applicants via telephone or email to provide information or make inquiries. Provide students and the student information services team members with training on updates to continuing education programs, registration and guidelines. Other duties as assigned by the Response Center Manager.

Required Qualifications:

Associate's degree or higher

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

Must be comfortable working in a fast-paced environment, toggling quickly between/or simultaneously, multiple modes of communication with a high level of technical proficiency in various software/applications including but not limited to phone, web chat, Teams, Outlook, Colleague, web searches, and chatbot.

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 degree preferred

Call Center experience

Ellucian Colleague student information software experience preferred.

Fluency in speaking Spanish