Racine 2nd Shift FloaterThe Student Express Associate is a highly visible position that provides excellent customer service and confidential & professional communication both face-to face in our Student Services Center and virtually to community members who contact the college through various channels such as phone, email, video conferencing, or IM/Chat. This role demonstrates a high level of knowledge and understanding of Student Services and Enrollment Management information and processes.
- Please note this is a 2nd shift position
- This is a 'floater' position with a primary campus of Elkhorn, The floater role necessitates flexibility, being ready to travel and work on different campuses as required, sometimes on short notice or even on the same day. This position will also be required to assist the Contact Center, as needed, to ensure the needs of our students are met.
This position reports to the Director of Express Services.
Customer Assistance:
Assist customers from initial contact to issue resolution or referral.
Actively listen, demonstrate patience, and appreciate diverse backgrounds.
Provide accurate information on college processes, procedures, and resources.
Uphold a high level of professionalism in verbal and written communication.
Technology Utilization:Effectively use Gateway's Student Information System, communication tools, and other technologies for daily tasks.
Utilize internet resources and business applications (e.g., Word, Excel, Google Drive) to perform daily tasks and support student services operations.
Transaction Management:Conduct transactions in accordance with established procedures in admissions, testing, student records and registration, financial aid, and student accounts.
Handle various financial transactions, including cash handling and credit card processing, related to student accounts.
Team Collaboration:Work positively in a demanding, high-volume, fast-paced, team-oriented environment both independently and collaboratively.
Use respectful, solution-oriented communication to coordinate shared responsibilities and schedules in support of consistent team coverage.
Support and Flexibility:Provide support for college partners, including recruitment and retention activities/events.
Demonstrate flexibility to work on other campuses when needed, occasionally for training or coverage.
Additional Responsibilities:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required:- Three years experience in a call center or front line customer service environment PLUS experience in data entry and payment processing
OR- Technical diploma and two years' experience in a call center environment or front line customer service PLUS experience in data entry and payment processing.
Preferred:
Spanish language proficiency is preferred to enhance service delivery to our student population
Other required knowledge, skills, and abilities:- Maintains current knowledge of college programs and services for students.
- Adheres to established workflows and ensures consistency
- Exercises good judgement and handles sensitive situations with tact and respect.
- Demonstrates cultural competence and the ability to work effectively with individuals from diverse backgrounds
- Stays focused under pressure and finds effective solutions to challenging situations.
- Handles multiple tasks simultaneously while prioritizing responsibilities.
- Is punctual and reliably contributes in a team environment.
- Capable of working independently with minimal supervision while maintaining accountability.
- Comfortable learning and navigating new technologies and student information systems.
DIVISION/LOCATION: Student Affairs/ Racine 2nd shift
COMP GRADE: 24
FLSA DESIGNATION: Non-Exempt
CONDITIONS OF EMPLOYMENT:- Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available.
- Employment is contingent upon an acceptable background
- Flexibility is needed to accommodate day, evening and weekend student & business needs
GuideNot ApplicableActivity is not applicable to this occupationOccasionallyOccupation required this activity up to 33% of the time (0 - 2.5+ hrs/day)FrequentlyOccupation required this activity from 33% - 66%% of the time (2.5 - 5.5+ hrs/day)ContinuouslyOccupation required this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands
Physical DemandsFrequency
Lift/CarryFrequencySittingContinuously
0 - 10 lbsFrequentlyStandingOccasionally
11 - 20 lbsOccasionallyWalkingOccasionally
21 - 50 lbsNot ApplicableReaching OverheadOccasionally
51 - 100 lbsNot ApplicableReaching at or Below Shoulder LevelFrequently
Over 100 lbsNot ApplicableKeyboardingContinuously
StoopingOccasionally
Push / PullYes / NoCrouchingOccasionally
12 lbs or lessOccasionallyKneelingNot Applicable
13 - 25 lbsNot ApplicableCrawlingNot Applicable
26 - 40 lbsNot ApplicableClimbing Ramps or StairsOccasionally
41 - 100 lbsNot ApplicableClimbing Ladders, Ropes or ScaffoldingNot Applicable
Over 100 lbsNot ApplicableDriving (non-floater position)Not Applicable
Driving (floater position)Occasionally
Hearing RequirementYes / NoTraveling (overnight stay(s))Occasionally
One-on-one (in person)YesCommunicating VerballyFrequently
Group or conference (in person)YesFar Visual Acuity: clarity to see 20' or lessOccasionally
TelephoneYesNear Visual Acuity: clarity to see 20' or lessContinuously
Other SoundsYes
Environmental ConditionsWorking ConditionsFrequency
Noise Intensity LevelFrequencyHumidity: non-weather relatedNot Applicable
QuietOccasionallyExtreme Cold: non-weather relatedNot Applicable
ModerateFrequentlyExtreme Hot: non-weather relatedNot Applicable
LoudOccasionallyWorking OutdoorsNot Applicable
Very LoudNot ApplicableWetness: contact with water or other liquidsNot Applicable
Working ConditionsWorking ConditionsFrequency
Working ConditionsFrequencyWorking in Close Proximity to OthersContinuously
Working interruptionsFrequentlyOpen Work SpaceContinuously
Stressful situationsOccasionallyWorking in a confined spaceFrequently
Exposure to offensive odorsNot ApplicableExposure to a computer screenContinuously
Required uniform supplied by departmentNot Applicable
Gateway will not discriminate against any employee, applicant for employment, student, or applicant for admission based on race, color, national origin, ancestry, sex, sexual orientation, creed, religion, political affiliation, marital status, parental status, pregnancy, disability, age, membership in any reserve component of the armed forces, union affiliation, arrest and conviction record, or any other protected category under applicable local, state or federal law.
Gateway Technical College is anEqual Opportunity/Access Educator/Employeroperating under an Affirmative Action Plan. Reasonable accommodations and auxiliary aids will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process, please contact the Office for Equal Opportunity and Civil Rights atcompliance@gtc.eduor 262-564-3062. Women and minorities are encouraged to apply.Your safety while employed at Gateway Technical College is one of our top priorities, so we encourage you to read ourAnnual Security Report(click the link for the full report). This report is published in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and the Violence Against Women Act. This report includes crime statistics, institutional policies on campus security and safety, alcohol and drug use, crime prevention, the reporting of crimes or incidents, sexual misconduct, and other important matters. Please feel free to emailcompliance@gtc.eduor call 262-564-3062 to request a hard copy of the report.
