Job Description: Champlain College Compass Student Services serves as the central hub for all student-related business, integrating the functions of Financial Aid, the Registrar, and Student Accounts to provide seamless support to students and their families from deposit through graduation. Our mission is to deliver personalized communication, connections, and education, while maintaining a student-focused approach, ensuring accessibility, and exemplifying leadership in our service delivery.The Compass Service Representative is accountable for delivering prompt and accurate responses to student and family inquiries via phone, text, email, and in-person interactions. This role requires the application of best practices in customer service to achieve high levels of customer satisfaction. The Representative must develop and maintain comprehensive knowledge of Financial Aid, Registrar, Student Accounts, and other campus departments to effectively meet the needs of the Champlain College community. A proactive approach in identifying recurring issues and proposing enhancements to the student experience is essential.Key Duties & Responsibilities:
- Clear Communication: Ensure all student and family interactions are documented accurately and concisely. Provide clear, actionable responses to inquiries, setting and managing expectations effectively.
- Customer-Centric Environment: Cultivate a welcoming and supportive environment where all customers feel encouraged to seek assistance. Employ best practices in customer service and leverage available resources to deliver exceptional service.
- Problem Resolution: Interpret inquiries to determine the most appropriate resolution, anticipating future needs based on current questions or concerns. Offer guidance and advocacy for students and families in collaboration with Partner Offices, making referrals when necessary.
- Administrative Tasks: Accurately process transcript requests, enrollment verifications, and personal information updates. Uphold policies related to College ID issuing, programming, and troubleshooting.
- Financial Transactions: Manage Cash Card deposits, monitor the Deposit Kiosk in the Student Life Center, and balance the cash drawer, ensuring the completion of daily deposit reports.
- Student Onboarding: Manage a caseload of new undergraduate and transfer students during Fall and Spring semesters. Guide students and families through the New Student Onboarding process, providing consistent communication, conducting New Student Appointments, and tracking task completion. Identify at-risk students and coordinate additional outreach as needed.
Requirements: Required Skills:
- Strong verbal and written communication skills.
- Ability to multitask effectively in a fast-paced environment.
- Commitment to a student-first philosophy.
- Sound decision-making and problem-solving abilities.
- High level of accuracy, confidentiality, and attention to detail.
- Proficiency with Google Workspace and the ability to quickly learn new software and web-based applications.
Experience:
- Minimum of one (1) year of experience in a customer service-related role.
Education:
- High school diploma required; some college coursework preferred.
Physical Demands:
- Ability to remain seated at a desk for extended periods.
- Regular use of a computer, with occasional standing and walking required.
Working Conditions:
- This position is fully in-person, situated in an open-office environment with moderate noise levels.
- Occasional nights and weekends are required to support Enrollment Management events.
Additional Information: The successful completion of a criminal background check is required as a condition of employment.Champlain College does not discriminate on the basis of race, creed, color, national origin, place of birth, ancestry, religion, age, sexual orientation, sex, gender identity, veteran or military service status, HIV -positive status, qualified disability, or on the basis of any other status protected by law, and does not discriminate in the administration of its education and admission policies, scholarship and loan programs, employment practices or co-curricular and other College-administered programs. Champlain College will make reasonable accommodations for otherwise qualified students, applicants for admission or employment, or employees. Please contact the People Center at 802.###.#### with questions concerning the hiring process or future employment at Champlain College, or if auxiliary aids or services are needed to apply for employment at Champlain College.Champlain College is committed to fostering an inclusive and diverse community. Recognizing that diversity is both a reflection of our world and a source of rich education, Champlain strives to be diverse and inclusive in ways that reflect the world in which we live and work. All members of the Champlain community are valued as individuals.
Application Instructions: Application materials must include a resume/CV and a letter of interest (Cover Letter) specifically addressing the desired qualifications. The College seeks candidates who, through their work and life experiences, service to the community, teaching or research can contribute to the diversity, inclusivity and academic excellence of Champlain College. Please include information about how you would contribute to these efforts and help to further this goal in your letter of interest/cover letter.EU Employee Data Protection Notice: