| Location | Glendale, AZ |
The Admissions & Records Student Services Specialist acts as an initial primary point of contact for students and responds to student inquiries via phone, email, live chat, and in person. This position is key to creating a welcoming, service-oriented experience by addressing a wide range of student needs with professionalism and empathy. This position is student-facing and requires a proactive, service-minded professional dedicated to helping students succeed.
The specialist assists students with a wide range of admissions and records services, including determining residency for tuition purposes, processing enrollments, guiding students through special admissions and enrollment procedures, verifying identity, evaluating transcripts, and supporting outreach and communication efforts.
A successful candidate will demonstrate outstanding customer service and communication skills with the ability to actively listen, respond with empathy, and resolve issues efficiently. The role requires careful attention to detail, sound judgement, and the ability to navigate policies and procedures while maintaining a friendly and solutions-focused approach.
Working both independently and collaboratively in a fast-paced environment, the specialist upholds the highest standards of professionalism and equity, ensuring every student interaction reflects a commitment to inclusion, respect, and student success.
This position may report to the GCC North and/or Main Campus.
Essential Functions
30% - Frontline Student Support and Communication
Provide high-quality, student-centered service and assistance to new and continuing students across all admissions, records, and registration services - including enrollment for both credit and non-credit programs. Supports the Admissions & Records (A&R) front counter, welcome desk triage, and support services by responding to inbound phone calls, live chats, and email inquiries. Composes, edits, and prepares clear, professional correspondence with a strong emphasis on excellent customer service, rapid response times, and accurate referrals to other student service departments. Demonstrates active listening, empathy, and problem-solving in every interaction.
30% - Records Management & Compliance
Maintains and updates student records in compliance with the Family Educational Rights and Privacy Act (FERPA) and all applicable federal, state, and institutional policies. Reviews and processes student requests related to residency classification, lawful presence, identity verification, special admissions, FERPA/U-18, enrollment verifications, domicile, and Western Undergraduate Exchange (WUE). Responds accurately and professionally to record-related phone, chat, and email inquiries, ensuring clear and student-friendly communication of complex information.
30% - Data Processing & System Management
Assists with auditing reports related to enrollment, residency, and prerequisites. Processes student-submitted documents through in-person interactions and electronic platforms. Accurately enters and maintains data within a variety of student information systems, including PeopleSoft (SIS), Dynamic Forms, GTE forms, and electronic document imaging software. Ensures data integrity and consistency while supporting operational efficiency.
10% - Team Collaboration & Campus Engagement
Contributes to a collaborative team environment by assisting in training new staff, part-time employees, and student workers. Communicates clearly and professionally with colleagues and supervisors, builds strong working relationships, and collaborates effectively to analyze and resolve student issues. Demonstrates active listening, sound judgment, and a solutions-oriented approach. Supports the Enrollment Services department by participating in cross-functional committees, enrollment events, and community outreach events.