Part Time Enrollment Services Call Center Support Staff
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Please see Special Instructions for more details.
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 Details
Posting Details (Default Section)
Posting Number: 0603891
Position Title: Part Time Enrollment Services Call Center Support Staff
Position is: Part Time
Position Type: Staff Position (Full Time/Part Time)
Department/Ofc.: Student and Academic Services
Position Description: Position Summary:
The Part-Time Enrollment Services Call Center Support Staff 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 Duties include:
Act as WCC's primary contact by supporting students, staff, and community
members 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
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:
Assisting students with applying to the college and completing the admissions process.
Resolving financial concerns related to payments, holds, refunds, appeals or financial aid.
Scheduling the appropriate advisement appointments/drop-ins.
Facilitating registration/scheduling support and troubleshooting add/drop issues.
Providing graduation application information, transcript requests, and student record updates.
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.
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, job duties,
etc.) to provide exceptional customer service.
Utilize artificial intelligence (AI)-enabled tools and software to
support administrative operations, including drafting correspondence,
organizing information, scheduling, data entry, document preparation,
meeting summaries, workflow efficiency, and other responsibilities, while
ensuring accuracy, confidentiality, and compliance with institutional
policies, procedures, and applicable regulations.
Related Duties:
Serve as a primary responsible partner for one or more of the following
records processes:
Assigning Incoming Emails : Review incoming emails and assign them to appropriate team members.
Testing Registration Systems : Testing registration systems during weekends and holiday breaks to ensure they are consistently running; contact Enrollment Services Management/IT Services if down.
Documenting Processes : Maintain documentation of frequently asked questions, process changes, and operational procedures for easy reference by the Enrollment Services team.
Inquires : Identifying and processing the input of inquiries from prospective students.
Registration : Follow up with students in need of assistance with course registration
Maintain knowledge of WCC processes and process updates for: admission,
recruitment, registration, student records, advising, financial services,
etc., in order to resolve complex student issues.
Maintain expert knowledge of the WCC enrollment process and related
software systems, including: Banner SIS, Target X CRM, Avaya Call Center,
SARS schedule, and more.
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.
Other duties and special projects as assigned
Work Environment/Physical Demands
This is a hybrid position; the training will be completed in-person at
WCC, for at least the first 30 business days.
Hours/Schedule:
This position will not exceed 19.5 hours with possible evenings/weekends
required.
This position is identified as Work from Home eligible up to 16 hours per
week, based on determination that essential duties can 1) be performed
outside of the worksite, 2) be performed without access to equipment,
material, and files located on campus, 3) be performed without face to
face contact with supervisor, students or staff, and 4) be performed
remotely with an overall neutral effect on students, co-workers, and the
organization as a whole.
Minimum Qualifications: Minimum Required Knowledge, Skills and Abilities:
High School Graduate or GED equivalent.
Ability to work a flexible schedule with possible evenings/weekends.
Excellent communication skills, both written and oral.
Conflict resolution skills and experience.
Excellent desktop computer skills, including Microsoft Office, Google
Docs, Graphic Design Software, and the ability to learn new systems
quickly.
Ability to work in a fast-paced environment on a variety of projects.
Handle confidential materials appropriately.
Must be responsible, reliable and prompt.
Strong interpersonal skills to deal effectively with the college and
community.
Possess a sincere interest in helping others achieve academic goals.
Demonstrated ability to use standard office technology and emerging AI-
supported productivity tools in a professional environment for drafting
correspondence, meeting summaries, scheduling, note organization, and
other administrative related tasks. Ability to evaluate AI-generated
content for accuracy, maintain confidentiality, and apply sound judgment
and ethical practices in the use of AI technologies.
Preferred Qualifications: Additional Preferred Qualifications:
Associate degree or higher preferred.
Registration or Admissions experience in an academic environment.
Conflict resolution skills and experience.
Experience with Salesforce or similar CRM.
Experience with Banner or similar SIS.
Experience with a multi-line phone system.
Posting Date: 06/10/2026
Closing Date:
Open Until Filled Yes
Special Instructions to Applicants: 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: $18.39
Salary Comments:
Supplemental Questions
Required fields are indicated with an asterisk ().
Do you meet all minimum qualification?
Yes
No
Are you presently legally authorized to work in the United States?
Yes
No
In order for WCC to employ you, would you require WCC to provide a petition or a letter to the Department of Homeland Security unless authorized as a F1 student to work?
Yes
No
Required Documents
Required Documents
Resume
Cover Letter
Optional Documents
Certificate
Letter of Reference 1
Unofficial Transcripts 1
Other Documents
