Enrollment Associate I - Concierge

Job Description Summary The Enrollment Associate I (Concierge) will greet students, direct them accordingly and assist them with signing in for service in the Enrollment Labs.
They are the first point of contact for students in the Welcome Center.
The Concierge will handle a high volume of in-person and electronic (e-mail, Zoom, chat, etc.
) contact with students, visitors and/or staff daily.
Core Competencies and Qualifications 2+ years of related experience High School Diploma/GED Ability to communicate with the public in an effective, pleasant, and professional manner either in person, via email or by telephone.
Ability to exercise good judgment and discretion.
Ability to independently prioritize work in an efficient manner.
Live writing sample may be required.
Ability to work cooperatively with others in a team environment.
The most successful candidate might have a career that would include the following: An associate degree or combination of education and related experience.
The most successful candidate will have a career that reflects the following competencies: Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.
Dependability and Reliability - Behaves consistently and predictably; is reliable, responsible and dependable in fulfilling obligations; diligently follows through on commitments and consistently meets deadlines.
Demonstrates regular and punctual attendance; rarely is late for meetings or appointments.
Written Communication - Writes in a clear, concise, organized, and convincing manner for the intended audience.
Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions.
Technology Awareness - Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.
Flexibility - Is open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.
Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
Customer Experience- Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the College, or organizations outside the College) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
Additional unique competencies that will contribute to the success in this role: Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Organizational Awareness - Knows the organization's mission and functions, and how its social, political, and technological systems work and operates effectively within them; this includes the programs, policies, procedures, rules, and regulations of the organization.
Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
Essential Duties and Responsibilities Serve as a “front-line” representative of the college to handle a high volume of in-person and electronic (e-mail, Zoom, chat, etc.
) contact with customers and/or staff daily.
Communicate effectively, both verbally and in writing, a variety of enrollment related information to internal and external customers and assist the office with the enrollment of applicants and current students.
Direct students entering the building and/or Enrollment Lab.
Review student questions, evaluate the steps to enroll and determine which office they need to visit.
Provide accurate information to the public and students regarding college services and activities.
Stay up to date and cross-trained on Admissions, Placement, Records, Registration, Financial Aid and Student Accounts, to effectively disseminate information to internal and external customers.
Escort Welcome Center visitors to appropriate areas.
Utilize problem-solving, critical thinking and/or conflict resolution skills to resolve customer service-related issues.
Complete referrals to management at the Solution Center via the CRM/Line Management System.
Create a positive guest experience.
Greet all guests coming and going from the Welcome Center.
Recover situations as needed if visitors are frustrated or have escalated issues.
Maintain a pleasant and cheerful manner with the public and students via telephone, E-mail, Zoom or other electronic communication, and face-to-face contact.
Refer individual inquiries to proper offices outside the Welcome Center for problem solving, proper information, and/or services utilizing a warm hand-off method.
Keep informed regarding all Henry Ford College-related programs and activities.
Utilize facilities request and event management systems and submit requests on behalf of the Welcome Center teams.
Compose and distribute a daily staffing/event update to Welcome Center staff.
Distribute Enrollment Services mail.
Assist students with signing into CRM/Line Management System.
Utilize computer software programs, including Microsoft Teams, Outlook and MS Office, queue management software, CRMs, and the Ellucian Colleague student system.
Serve as liaison between students and the second floor back office.
Deliver items to second floor staff.
Set-up/shutdown of enrollment lab equipment and queue management stations for daily use.
Serve as back up for updating and maintaining the Enrollment Services schedules and calendars.
Work closely with Enrollment Services work-study students; serve as back up maintaining the sign-in sheet and monitoring adherence to work study timecard policies.
Maintain a minimal amount of student supplies in the enrollment labs (pens, paper in printers, etc.
) Proctor in Assessment lab as assigned.
Perform other duties as assigned by Enrollment Services management.
REWARDS THAT LAST A LIFETIME Henry Ford College takes great pride in offering a variety of comprehensive and industry-leading programs and resources to support the health and well-being of our team members and their families.
Being an industry leader means giving back to our most valuable asset – our employees.
HFC Offers: Employee assistance program 403B and 457B saving and retirement plans with Roth contribution options Vacation time/PTO Holidays Tuition waiver Comprehensive medical insurance Employer paid vision and dental Long/short term disability Flex spending and health saving accounts Professional Development opportunities