Student Services Specialist Senior

Maricopa Community Colleges Contact Center is hiring a Student Services Specialist Senior to play a key role in supporting student success by helping students navigate enrollment, financial aid, and other college processes. As a team lead, this position collaborates with enrollment and financial aid professionals to provide exceptional customer service and timely, accurate information to a diverse population of students and campus representatives through phone, email, chat, text, and other communication channels.

The Student Services Specialist Senior position also serves as a resource for resolving complex student inquiries, supporting daily Contact Center operations, and enhancing the student experience through quality assurance, training, data analysis, and continuous process improvement.

Essential Functions

30% - Provides comprehensive student support for the department/ division, specializing in enrollment services and financial aid via phone, email, chat, text, and other modes to prospective and current students; takes student escalations and problem solves complex situations.

30% - Assists department/division with the implementation and coordination of daily contact center operations including quality assurance initiatives, training, and contact center projects, gathers data and analyzes findings to optimize operations.

15% - Prepares documents, spreadsheets, presentations, and reports for training and/or project management purposes, and other resources to strengthen staff knowledge and performance.

15% - Maintains operational resources, creates correspondence, maintains database information and troubleshoots issues with contact center systems, including Amazon Web Services (AWS), Customer Relationship Management (CRM), Student Information System (SIS), and other related systems.

10% - Performs other related duties as assigned.