Mid-Atlantic HERC

At Frederick Community College we proudly serve the educational needs of our students, help develop the economic vitality of our local communities, and enrich the lives of Frederick County residents. Each year, more than 16, 000 students take a diverse scope of courses at Frederick Community College, located in Frederick, Maryland. Our vast range of courses includes quality instruction in more than 85 degree and certificate programs as well as workforce training and continuing education to meet the needs and interests of our community members. FCC proudly embraces and showcases academics, arts, athletics and more to provide pathways to success for all students. Each year we provide direct service to thousands of residents and indirect services to countless more. We credit our ability to deliver these services to the strength and commitment of our people. We invite you to explore all that we have to offer!

Relocation Provided?: No

Position Summary:

1. Provide excellent front-line customer service, including active listening, critical thinking, multi-tasking, and the ability to respond appropriately to diverse groups of people in various situations. Answer questions through multiple forms of communication, including face-to-face, telephone, email, text, and chat. Adapt multiple software tools to manage customer flow and track face-to-face, telephone, and virtual interactions on the yearly Welcome Center Form.
2. Resolve issues and instruct students through various self-service systems, including but not limited to PeopleSoft, Navigate, myFCC, and Blackboard.
3. Research resources, collect data, communicate with appropriate departments, review documents and forms, ensure all required information is included, and share with students regarding missing information by participating in call campaigns to assist with Admissions events, Student Engagement department events, and other related activities as needed.
4. Maintaining data confidentiality and integrity and ensuring compliance with FERPA (Family Education Rights and Privacy Act). Scan completed documents and link them into Perceptive Content. Assist students with understanding, completing, and submitting enrollment-related forms, requests, and documentation, and routes materials to the appropriate department for review, processing, and official action. 
5. Ensures the Welcome Center is fully set up and ready to assist students. 
6. Engage with students daily and create weekly engagement programs to foster student involvement. Check all events and the calendar daily when signing in to stay informed about happenings on both campuses.
7. Administer Photo ID cards and parking passes to current students. 
8. Check TV Content Display daily to ensure that events and information displayed on TVs are accurate and up to date.
9. Fill and update catalogs around the Main and Monroe campuses weekly or whenever emptied.
10. Maintain an accurate and updated inventory of the Welcome Center in Shared OneNote.
11. Clean and sanitize all areas of the Welcome Center between student interactions to maintain a clean and safe environment.
12. Create a Canva flyer, either on paper or displayed on the TVs, to highlight most events and inform students about what's happening on campus.
13. Maintain a monthly calendar of all events happening on campus to keep students informed and engaged.
14. Informs supervisor of any complaints or issues arise, whether in person, on the phone, or the website.
15. This role requires regular use of AI‑supported tools; candidates should be comfortable learning and using artificial intelligence in their daily work.
16. Perform other duties as your direct supervisor assigns.

Salary: $26.16 - $27.00

FCC offers a generous benefits package which includes medical insurance, dental and vision plans, waiver of FCC tuition for employee and eligible dependents, tuition reimbursement, generous leave benefits, retirement plans, and more! Frederick Community College prohibits discrimination against any person on the basis of age, ancestry, citizenship status, color, creed, ethnicity, gender identity and expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, sex, sexual orientation, or veteran status in its activities, admissions, educational programs, and employment. Frederick Community College, an equal opportunity employer, values campus diversity in students and staff and encourages members from historically under-represented groups to apply.

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About Frederick Community College

Frederick Community College (FCC) is a public college accredited by the Middle States Commission on Higher Education (MSCHE). FCC is distinguished by its quality and affordability, making it attainable and valuable for local students. Accredited programs, comprehensive instruction, and affordable costs of attendance have made FCC the learning destination for more than 200,000 students since 1957.

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