GENERAL JOB DESCRIPTION: The Welcome Center/Switchboard Specialist is a key, front-line representative for the College who provides exemplary customer service to its external and internal customers. The Specialist provides customer service and general coverage for the college’s Welcome Center/Switchboard, providing information to students, staff, and visitors on the telephone, electronically, and at the Welcome Center. The Specialist also assists with assigned office processes to support the team.

DUTIES:

Welcome Center/Switchboard

• Greet students/customers and meet their informational needs.
• Interact positively with diverse groups of people with various backgrounds and interests.
• Coordinate student traffic flow.
• Operate the College switchboard during assigned hours, which includes receiving all incoming calls and transferring the calls to the appropriate individuals.
• Responsible for checking the College switchboard voicemail during assigned hours.
• Manage emergency calls such as reporting fire alarms to maintenance staff and fire department, if necessary.
• Responsible for maintaining and updating the procedures manual for operating the College switchboard and alarm panels.
• Serve as radio contact between campus personnel and maintenance, housekeeping, and security personnel.
• Function as the primary receptionist for the College.
• Maintain the college vehicle, gas card, and key inventory for employees.
• Maintain supplies and copier in the department mailroom.
• Process student parking permits and input them in Colleague.
• Maintain the lost and found items for the College.
• Serve as the backup to the Evening Welcome Center/Switchboard Specialist, as needed.
• Scan, index, and quality control check assigned documents in student’s permanent files.
• Assist students with online application, FAFSA, student email, and etc.
• Assist with registration activities.
• Work effectively by being able to multi-task and with frequent interruptions. 
• Maintain comprehensive knowledge of Randolph Community College’s instructional programs, student services processes, events, and off-campus centers.
• Communicate accurate, comprehensive, and timely information to students, potential students, and visitors.
• Maintain a Tier 1 working knowledge of all student services areas.

Administrative

• Maintain adequate supplies of college material for the Welcome Center.
• Use computers and related software for word processing, spreadsheets, and database management.
• Assist students with student forms (e.g., change of address form, financial aid forms, and veterans benefit forms).
• Assist with grouping/preparing financial aid, veterans affairs, and registration & records documents together for back-office staff to review and process.
• Provide clerical assistance as assigned by the supervisor.
• Coordinate and supervise the assigned Federal Work Study position, as needed.
• Assist with managing student communications processes (e.g., texting, email, etc.), as needed.
• Assist with application processing (e.g., CCP applications), as needed.
• Assist with forms processing (e.g., Change of Major), as needed.

Customer Service

• Practice exemplary student customer service skills.
• Practice exemplary colleague customer service skills.

COLLEGE REQUIREMENTS OF ALL EMPLOYEES:

• Demonstrated excellence in written, oral, and interpersonal communication skills. 
• Demonstrated commitment to diversity, equal opportunity, and the academic, intellectual, and social development of all students and employees.
• An understanding of and commitment to the comprehensive community college philosophy and mission.
• Treats others respectfully, speaks to others courteously, and behaves in such a way that creates a workplace environment that is marked by trustworthiness, honest but polite communication, and interpersonal interactions that are both personally cordial and professionally appropriate.
• Acts as a team player when working with any and all employees of the College.
• Serves on institutional committees as appointed by the President.
• Performs other duties and responsibilities as needed.
• Annually review all Randolph Community College safety rules and policies and be familiar with all emergency safety procedures.
• Promote good safety habits and be compliant with OSHA safety regulations.
• Randolph Community College conducts a background check and drug screening on all full-time new hires.