Overview

The mission of Laramie County Community College is to transform our students' lives through the power of inspired learning. Our over-arching goal is that our accomplishments as a community college will distinguish LCCC from others in the nation, in turn benefiting our communities and bringing pride to the Great State of Wyoming. Our core values include Passion, Authenticity, and the Desire to Make a Difference.

Both a cover letter and corresponding resume detailing how you meet the minimum and preferred qualifications for this position are required. You can upload these documents when you create an applicant profile.

* Hours of Work: Monday - Thursday 8:00am to 6:00pm and Friday, 8:00am to 4:00pm.
* Screening will begin ASAP and continue until the position(s) is filled.
* Start date to be determined, but as soon as practicable after the hiring/interview process

Salary and Benefits: This is a full-time, benefited Professional l level position. Starting salary range: $40,260.00 - $45,512.00/annually, depending upon experience.

* Educational Benefits for the employees and dependents
* Tuition Reimbursement
* 15 - 18 Paid Holiday/Closure Days
* Two Paid Personal Days
* Healthcare/Dental/Vision/Life Insurance
* Generous Retirement Benefits - 14.62% Employer Paid/4% Employee Paid
* Paid Vacation and Sick Leave
* Onsite Childcare Center
* Professional Development Opportunities

Job Summary: Core responsibilities of this position include:

Student Services Specialists provide exemplary service to students, families, and the community, and serve as a primary support for general inquiries and navigating all aspects of the student enrollment and financial aid process. Student Services Specialists are responsible for a high volume of student interaction (face-to-face, telephone, email, and chat) and are expected to be effective and professional communicators in all interactions. This position requires a wide breadth as well as depth of knowledge in multiple areas within and related to Student Services, most specifically Admissions, Registrar (student records/registration), and Financial Aid, as well as Academic Advising, Career Services, Student Life, and Student Accounts. Student Services Specialists must have complex and critical thinking and learning skills in order to maintain their knowledge base and utilize appropriate resources. Student Services Specialists maintain oversight of a caseload of non-degree-seeking students for all aspects of enrollment, as well as providing initial and ongoing in-depth registration and financial aid assistance and counseling for all degree-seeking students. Student Services Specialists work closely with students in all stages of their educational journeys, provide financial aid advising, and help students understand and resolve registration holds and financial aid verifications and appeals. Student Services Specialists must thoroughly understand, interpret, and effectively communicate complex institutional policies and financial aid regulations on a regular basis. As members of the Admissions & Academic Advising team, Student Services Specialists assist with facilitating connections between students and faculty, comprehension of College policies and procedures, and referral to community and/or academic support services.

Other tasks may be assigned based on contemporary institutional need.

For information about Cheyenne, visit http://www.lccc.cc.wy.us/about/welcome.

Essential Functions

Essential Functions: - this position is Exempt, is not eligible for compensatory or overtime pay provisions of the FLSA. This listing of essential duties is not all-inclusive, but representative; other duties may be assigned).

Customer Assistance & Service

* Serve as the primary service provider for students needing assistance with registration, financial aid, admissions, academic advising and student ID cards
* Understand, interpret and counsel students on College policies and procedures and financial aid regulations, including effectively communicating the process and any resolution options to students
* Make decisions of a significant matter regarding assessing and interpreting complex, multilayered student situations to accurately guide students to the appropriate service/course of action
* Maintain a current and accurate understanding of the processes and procedures used at the Student Hub, as well as in all areas of Student Services.
* Provide guidance for online student self-service functions for all areas of Student Services.
* Provide excellent service to both internal and external customers through positive, helpful, efficient interactions, whether via in-person, phone, email, or chat interaction
* Articulate information in a manner that is clearly understood and identifiable by students, families, and the community, including providing alternative explanations/resources when necessary and coordinating appropriate follow-up

Process & Document Management

* Utilize LCCC's Student Information System, CRM, and student success management tools in conjunction with other systems, to access and correctly interpret and communicate student data
* Maintain a student recruitment and advising caseload of non-degree seeking students
* Keep accurate records of student interactions in accordance with departmental policies
* Intake and accurately process Student Services documents in compliance with College and departmental policies and procedures
* Collect exact cash and check payments for transcripts and tuition balances and coordinate with Student Accounts for necessary monetary transport
* Maintain a high level of confidentiality and integrity of documents and student information according to institutional and regulatory standards

Other duties as assigned (based on contemporary institutional need)

Knowledge, Skills, and Abilities:

Knowledge of:

* Personal computer applications
* Institutional mission, philosophy, policies, and procedures
* The various departments in and related to Student Services and their interconnectedness

Ability to:

* Read and interpret instructions in oral, written, or diagrammatical form (e.g., a flow chart of a process)
* Support time-based requests while functioning effectively in a multi-tasking, fast-paced environment with deadlines, frequent interruptions, and some interpersonal pressure
* Deal effectively and professionally with people from a variety of diverse backgrounds
* Respond to common inquiries from College faculty and staff, regulatory agencies, vendors, regional business community, and others as may be necessary

Skills in:

* Customer service and conflict mediation/de-escalation
* Communication, including communicating in an informative manner, effectively listening, and being able to handle escalating situations with the necessary prioritization, concern, and confidence
* Establishing appropriate professional rapport with courtesy and tact to accurately determine needs, collect necessary information, and follow through when necessary

Physical/Mental Demands: (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

To successfully perform the essential functions of this position, an employee must be able to:

* Maintain appropriate composure and necessary confidentiality with regard to both past and current employee, student, and donor data; documents; issues; etc., and respect privacy needs of employees, students, donors
* Comply with highly inflexible deadlines; there will be multiple occurrences of sudden, urgent task completion required
* Adapt to a variable work schedule; including occasional evenings and weekends as needed
* Interact with employees and/or students, past employees and/or students, members of the general public, and others who express opinions or may exhibit strong emotions, which will require the employee to interact professionally, diplomatically, and appropriately in such situations
* Engage in multiple/daily instances of prolonged sitting, standing, and personal computer use, which would include keyboard and/or mouse usage as well as viewing a computer monitor
* Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds
* Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus
* Ability to travel as required.

NOTE: This position description is a general description; it is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of the College are expected to perform other tasks as assigned by their respective supervisor/manager regardless of job title or routine job duties.

Qualifications

Minimum:

* Associate's degree from an accredited institution
* 1 year of experience in a position working directly with customers and customer service
* Strong written and oral communication skills
* 1 year of work experience in a professional environment including proficiency in computer usage and other office equipment (copiers, telephones, etc.), and proficiency with professional-level written and oral communication skills

Preferred:

* Bachelor's degree from an accredited institution
* 1 year of experience working in higher education in a position with direct student contact
* 1 year of experience in using a relational database or ERP software such as Ellucian Colleague, Banner, PeopleSoft, etc.
* Bilingual in Spanish and English

If you are selected for the position, your appointment is contingent upon successful completion of a background check. LCCC reserves the right to end this employment agreement should the results of your background investigation not be successful.

LCCC DOES NOT SPONSOR H1B VISAS

Equal Opportunity Employer

Laramie County Community College is committed to providing a safe and nondiscriminatory educational and employment environment. The college does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, political affiliation, sexual orientation or other status protected by law. Sexual harassment, including sexual violence, is a form of sex discrimination prohibited by Title IX of the Education Amendments of 1972. The college does not discriminate on the basis of sex in its educational, extracurricular, athletic or other programs or in the context of employment.

The College has a designated person to monitor compliance and to answer any questions regarding the college's non-discrimination policies: Please contact: Title IX and ADA Coordinator, Room 205B, Pathfinder Building, 1400 E College Drive, Cheyenne, WY 82007, 307-778-1217,TitleIX_ADA.Coordinator@lccc.wy.edu.

http://lccc.wy.edu/

http://www.lccc.wy.edu/about/humanresources