"Communications Specialist"

Full job description

HINDS COMMUNITY COLLEGE

JOB TITLE: Communications Specialist

REPORTS TO: Lead Communications Specialist

DEPARTMENT: Strategic Communications Center

EXEMPT: Yes

VICE PRESIDENT: Vice President of Student Services

GENERAL STATEMENT OF THE FUNCTION

All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students.

The Communications Specialist will possess outstanding telephone skills and will be comfortable communicating with internal and external customers with daily use of administrative software, such as Navigator, two-way texting, SignalVine, and other enterprise applications. The candidate will be knowledgeable of all components of the college and will exhibit superior customer service skills in all functions. This position requires someone with an outgoing and positive attitude, multi-tasking ability, excellent problem-solving capabilities, and ability to work a flexible schedule.

QUALIFICATIONS REQUIREMENTS

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To be successful in this role, the individual will possess excellent verbal and written communication skills, with meticulous attention to detail. Proficiency in using communication tools and web-based platforms. Must have sound knowledge of college admissions processes, financial aid requirements, and student services. Ability to adapt to a dynamic work environment and handle multiple tasks simultaneously. Commitment to upholding professional standards and college policies.

EDUCATION AND/OR EXPERIENCE

• Minimum of a Bachelor's Degree from an accredited institution.
• Work experience in a communications center setting preferred
• Demonstrated proficiency with computer skills including Microsoft Office Suite; type a minimum of 40 words per minute.
• Excellent organizational and communication skills.
• Customer Service experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following.

• Provide exemplary customer service by promptly responding to phone calls and addressing inquiries related to admissions, financial aid, business services, registration, and other college services.
• Handle challenging customer interactions with professionalism and empathy, reflecting positively on the college's reputation.
• Collaborate efficiently with colleagues to optimize workflow and maintain high service standards.
• Foster cohesive relationships with various departments to facilitate effective communication and collaboration.
• Ability to work efficiently and effectively with other employees.
• Use multi-tasking skills to prioritize call transfers, taking messages, callbacks, hold interruptions, and unintentional disconnects.
• Maintain an extensive knowledge base of the institution to provide accurate information about admission or financial aid requirements, student accounts, and other general information related to college policies and procedures.
• Assist callers with web-based services before leveling them up to a different department.
• Monitor Live Chat, shared email inboxes, and Hubspot inquiries. Respond to questions, ensuring responses are appropriate in terms of grammar, tone, professionalism, timeliness, etc.
• Communicate and work cohesively with other departments as needed.
• Be familiar with and abide by the HCC Policies and Procedures Manual, College Catalog, and the Student Handbook.
• Adhere to college policies and educational privacy regulations (e.g., FERPA) to protect student information and confidentiality.
• Demonstrate flexibility in working hours, including evenings, weekends, and holidays, as required.
• Perform other duties that are implied, related, and/or recommended by the Lead Communications Specialist.
• Other duties may be assigned.
• Maintain knowledge of diversity-related issues, legislation, and best practices.

SUPERVISORY RESPONSIBILITIES:

N/A

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, sit, taste and smell. The employee is frequently required to sit.

The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate, and the employee is occasionally required to perform job responsibilities in the outdoors and off site.

Job Type: Full-time

Pay: $35,000.00 - $42,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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