Advising Associate, Response Center Arnold/Main Campus,

The Advising Associate provides comprehensive customer service in person and remotely via telephone, email, and chat, addressing inquiries from current and prospective students, parents, faculty, staff, and community members who contact the Response Center, answering questions and addressing concerns related to Admissions, Records & Registration, Advising, Financial Aid, Continuing Education, Cashiers, and other college offices. Acts as liaison with Academic Advising office, attending staff meetings and acting as subject matter expert on academic regulations in the college catalog, as well as Advising policies and procedures. Uses databases and other resources to research and communicate the standard policies and procedures of Admissions, Records & Registration, Advising, Financial Aid, Continuing Education, and Cashiers and determine status of in-process transactions such as admissions applications, credit and Continuing Education (noncredit) registration activity, and financial aid awards. Continually demonstrates above average skills in customer service, problem-solving, and conflict resolution. Easily navigates and assists others with technology in-person and remotely. Demonstrates initiative as well as consistent attendance and schedule adherence. Maintains and grows knowledge about each office, department, and division within the college. Communicates effectively and provides continuous support to Integrated Enrollment Services (IES). Assists with training, events, and projects as assigned. The Advising Associate must have the ability to work a flexible schedule and work in a sedentary, highly structured setting with established metrics, policies, and procedures, answering high volume calls, chats, emails, and/or providing in-person services for a minimum 6 hours per working day.

Act as intermediary between stakeholders and campus offices while providing prompt, courteous, and accurate service. Strive for first-contact resolution by problem-solving, addressing concerns, and providing appropriate resolutions. Successfully multitask between various communication channels, databases, and resources to answer inquiries from stakeholders regarding Admissions, Records, Advising, Financial Aid, Continuing Education, Cashiers, and other college offices. Assist in-person as needed with One Stop or Enrollment Services. Consistently meet or exceed performance metrics.

Participate in ongoing phone, chat and email training to maintain high level of service and knowledge. Training topics may include but are not limited to chat, phone, email, in-person services, technology, customer service, AACC, higher education, and any other areas as directed by supervisor. Participate in monitoring and coaching activities to improve skills and to achieve IES goals and objectives. Participate in professional development.

Responsible for maintaining documentation of Academic Advising standard operating procedures, Response Center training materials, chatbot knowledge base; attending Advising office staff meetings and events as approved by supervisor; timely and effective communication of Advising updates; advise on all aspects of Academic Advising such as placement, registration, program requirements, program planner tools, SAP appeals, academic regulations, transfer partners, articulation agreements, academic regulations, as well as navigating the Virtual Advising Center and Bookings.

Associate's degree

Microsoft Office suite

Minimum 2 years customer service experience.

Training new hires.

Problem solving and providing appropriate resolutions.

Using resources such as the internet, databases, and manuals to locate information.

Assimilating new information.

Utilizing knowledge to effectively answer inquiries from stakeholders.

Demonstrated interpersonal, verbal, and written communication skills.

Interacting tactfully and effectively with the members of the public.

Experience handling high volumes of calls, chats, and emails.

Experience acting as liaison between departments, offices, and/or vendors.

Experience diplomatically addressing minor errors, inaccuracies, misinterpretations or gaps in knowledge.

Experience identifying high level or recurring performance or operational issues.

Experience with Ellucian Colleague; Ellucian Experience (MyAACC/Self Services); Modern Campus Destiny One; Gravyty Labs Ivy Ocelot live chat/chatbot.

Knowledge of Response Center, IES, and AACC standard operating procedures and policies.

Bilingual.