Summary 
Working within a one-college environment, the Student Success Specialist will provide comprehensive one-stop enrollment services to new and continuing students with high levels of accuracy, courteous and professional customer service, and data-driven improvements from the front desk of the Student Success Center. The specialist will assist students and visitors by providing general information; including, but not limited to admissions, financial aid, student records, and referral services to other student support offices as needed.

Knowledge & Responsibilities:

Essential Duties and Responsibilities: 

• Model an understanding of and commitment to the comprehensive community college philosophy and mission.
• Utilize strong problem-solving and troubleshooting skills along with a wide knowledge base of Admissions, Enrollment Services, Records & Registration, and Financial Aid.
• Ability to assist students, parents, and campus community with admissions, registration, testing, advisement, financial aid, academic programs, and appropriate referrals to other-related student services along with assisting new students with all aspects of using student online resources.
• Provide prospective students with assistance on completing admission, financial aid, and other related enrollment paperwork by assessing needs and asking appropriate questions.
• Assist students in using the college website to answer general questions, locate forms, complete admissions application, complete the Free Application for Federal Student Aid (FAFSA), access WebAdvisor, and other related sites such as Blackboard and Google Student e-mail account, CFNC, etc.
• Receive enrollment documents submitted by students in the student information system, evaluate for completion, and forward to the appropriate department.
• Respond to Call Center tickets and answer Student Success Center calls, returning voicemail and email messages within 24 hours.
• Assist with various recruitment and outreach campaigns by contacting students via email, phone or text.
• Maintain confidentiality of student records by following FERPA regulations, carefully monitoring student records at the workstation for security, and properly store all student records.
• Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
• Participate in campus visitation programs, new student orientation, campus retention programs, and commencement events.
• Cross train to assist with functions of other Student Services departments including, but not limited to, Testing Center, Enrollment Services, Recruitment & Outreach, Career Center, and Advising.
• Treat others respectfully, speak to others courteously, and behave 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.
• Participate in Johnston Community College Committee assignments.
• Other duties as assigned.

Supervisory Responsibilities:  This job has no supervisory responsibilities.

Additional Information:

Language Skills    

• Ability to interact and respond to questions from a diverse population of colleagues, staff, students, administrators, and others in a courteous, respectful, and professional manner.
• Excellent written and oral communication skills, including the ability to express ideas and information in language that is appropriate to both the complexity of the topic and the knowledge and understanding of the recipient. 
• Ability to read and interpret documents such as procedure manuals and operating instructions.                                                        

Reasoning Ability

• Ability to problem-solve, multitask, organize, prioritize, and maintain excellent customer service while remaining flexible.
• Ability to maintain order and composure in stressful conditions and professionally diffuse potentially escalating situations.

Computer Skills 
To perform this job successfully, an individual should be proficient in Microsoft Word and Excel, internet resource navigation, and other software as deemed necessary.                   

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, reach with hands and arms, and talk or hear.
• The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.