Enrollment Services Welcome Center Technician

Enrollment Services Welcome Center Technician

Please complete all sections of the application and submit required documents.
Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.

Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.

Washtenaw Community College is an Equal Opportunity Employer

Posting Number:  | 0603687
Position Title:  | Enrollment Services Welcome Center Technician
Position is:  | Regular full-time
Position Type:  | Staff Position (Full Time/Part Time)
Department/Ofc.:  | Student Services
Position Description:  | Picture Yourself here!

Why Join WCC?
A welcoming environment for our students, faculty & staff Generous Paid Time Off on top of 12 Paid Holidays Affordable & Comprehensive Health, Dental, Life & Vision Insurance4:1 Employer Match for Retirement WCC Tuition paid for you AND your dependents Tuition reimbursement for colleges outside WCCCheck our Total Rewards here

Position Summary:
The Enrollment Services Welcome Center Technician will facilitate and support daily operations of the Office of Enrollment Services focusing on leading all customer service initiatives, providing the highest level of customer service to students, staff, and community, guiding students through the enrollment/registration process, and performing all related Enrollment Services functions.

Essential Job Duties and Responsibilities:·
Act as WCC’s primary contact by supporting students, staff, and community members at the Welcome Center counter, through the College’s primary phone line, via Zoom, and through the College’s primary email address.· Provide exceptional customer service to students, staff, and the community both in person and remotely utilizing various technologies. The technologies may include, but are not limited to Teams, Chat software, Banner SIS, Salesforce Target X, Parchment, Zoom, Outlook, Texting, and Avaya Call Center Phone System.· Analyze, troubleshoot, and resolve general and high priority issues by collaborating with team members and appropriate college offices to ensure that students, staff, and community receive the highest quality of service.· Serve as a cross-trained front-line representative providing customer service support to troubleshoot individual needs and ensure that the customer is either assisted through the process or triaged to the appropriate service.· Provide Enrollment Services and Student Record support including, but not limited to:o Assisting students with applying to the college and completing the admissions process.o Complete identity and residency verification to determine identity and assigned tuition rate.o Resolving financial concerns related to payments, holds, refunds, appeals or financial aid.o Scheduling the appropriate advisement appointments/drop-ins.o Facilitating registration/scheduling support and troubleshooting add/drop issues.o Providing graduation application information, transcript requests, and student record updates.o Authorizing placement test retakes at the request of Testing Center management.o Identifying appropriate WCC services/contacts to answer general questions related to services, events, and resources; utilize College systems such as EMS to identify appropriate contact.· Work closely with student services/instructional teams to assist with various initiatives, programs, and projects.· Assist with non-credit course registration and processing of the Emeritus scholarship for qualified applicants· Demonstrate a high level of critical thinking to research solutions to questions or issues and effectively communicate action items to customers. Communicate in a clear, concise and timely manner.· Document all interactions in appropriate student management system and run reports/interpret data as requested.· Maintain confidentiality to process enrollment information in compliance with Family Educational Rights and Privacy Act (FERPA) provisions.· Knowledge of current federal, state, and institutional programs, regulations, policies and procedures.· Attend Enrollment Management departmental training; assist with projects and events as requested.· Coordinate with other staff to continually evaluate and immediately adjust to the changing needs within the office (answering phones, counter, job duties, etc.) to provide exceptional customer service.Related Duties:· Serve as a primary responsible team leader for one of the following records processes: (serve as secondary responsible team leader for a second process.)o Enrollment Verifications: Field various external requests that require college research and authorizations.o Work/Property in District: Evaluate technical calculations to determine eligibility for tuition reduction.· Complete outgoing calling campaigns to support student registration and retention initiatives.· Provide training as needed to students, faculty, advisors, counselors, and staff regarding the use of WCC online tools (Banner, WCC website, student email, netID, MyWCC, etc)· Instruct students individually, or in a group setting, on how to complete the enrollment process.

Minimum Qualifications:  | Minimum Required Knowledge, Skills and Abilities:
High School Diploma or GED and 5 years relevant work experience and 45 credit hours in related coursework or the equivalent combination of education and work experience A positive outgoing personality with self-starter motivation. Must exhibit extreme multi-tasking ability, as well as organizational skills. This includes working simultaneously on the daily job duties, as well as being available to wait on customers at the counter and on the phone calls throughout the day. Outstanding customer service skills including interpersonal and active listening skills, excellent phone and email etiquette and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations. Demonstrated ability in various computer applications and operating systems, which may include Microsoft Office, Google, Zoom, GoToMeeting, Teams, Chat software etc. Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications and engage in sensitive conversations related to academic success and financial matters. Ability to understand and explain institutional policy and procedure to students, parents, staff and community. Proven ability to execute instructions accurately and in a timely manner, with demonstrated administrative, organizational, and prioritization skills. Ability to work in a high demand and stressful environment. Conflict resolution skills and experiences. Ability to appropriately handle confidential matters, Ability in English usage and spelling, basic math, data entry, proofreading, filing and telephone etiquette. 

Preferred Qualifications:  | Additional Preferred Qualifications:
Associate Degree or higher preferred. General familiarity working in database systems including data entry, queries and running reports. 2+ years prior experience in a higher education setting. Individuals must be highly organized and willing to work in a metrics driven position. Higher education One Stop Shop experience and/or student financial aid, registration, student accounts receivable experience. Proficiency in Banner (SIS), Salesforce/Target X (CRM), or multiline call center software.
Posting Date:  | 06/24/2025
Closing Date:  | 07/08/2025
Open Until Filled  | No
Special Instructions to Applicants:  | Please complete all sections of the application and submit required documents.

Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.

Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.

Washtenaw Community College is an Equal Opportunity Employer
Salary/Hourly Rate:  | $22.04
Salary Comments:  | 

Supplemental Questions

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Required Documents

Washtenaw Community College does not discriminate on the basis of religion, race, color, national origin, age, sex, height, weight, marital status, disability, veteran status, or any other protected status as provided for and to the extent required by federal and state statutes. Nor does the college discriminate on the basis of sexual orientation, gender identity or gender expression. Click here for Notice of Nondiscrimination and Other Compliance Statements.