CRM Technical Coordinator

POSITION TITLE: CRM Technical Coordinator

STATUS: Full time

DEPARTMENT: Admissions

DIVISION: Student Development

CLASSIFICATION: Non-exempt

UNION: TOSSC-AFT Local 604

REPORTS TO: Manager of Admissions Technical Operations

PLACEMENT: Grade 109

HIRING RANGE: $24.79 - $26.28 hourly

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.

POSITION SUMMARY

The CRM Technical Coordinator is responsible for managing all technical/automated processes in the Admissions Office. This position is responsible for all batch processes executed through Colleague SaaS and CRM Recruit. The CRM Technical Coordinator is responsible for CRM technical setup, online student admissions application and admissions processing functions and serves as an Admissions technical liaison with IT and other departments. This position is an office IT contact and will coordinate with IT in relation to the administration of the software systems utilized in admissions operations.

Typical duties include assisting incoming students, compiling and analyzing information for reports or presentations, maintaining records and databases, responding to correspondence, editing and proofreading documents. The CRM, Technical Coordinator exhibits situational leadership with a demonstrated capacity to understand, appreciate and thrive in a diverse academic, socioeconomic, cultural, and ethnic backgrounds of community college students and personnel

ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES

1. Coordinate and assist with day-to-day admission application management processes from CRM Recruit into Enterprise Resource Planning (ERP) Colleague in a timely manner.
2. Assist students with completing application(s) as needed, log-on directions, resolve errors, password resets, and duplicate accounts related to person records in CRM Recruit.
3. Coordinate with IT to ensure all software systems, including ERP, CRM, and imaging system, are set up to properly administer admissions and recruitment functions according to regulatory requirements.
4. Annually, set up all functions required for admissions operations.
5. Test, troubleshoot and evaluate updated or current software to ensure functionality for department is met.
6. Demonstrate cultural competence and emotional intelligence to advocate for a strong cultural, social, and learning environment for students with a foundational infrastructure of diversity, equity, and inclusion.
7. Generate reports within software systems, assist in data collection and compilation, and handle exception reporting.
8. Manage the use of the imaging system within admissions, including managing workflows, error queues, and re-allocation of work as needed.
9. Assist in utilizing student communication functions to establish content and process individual and/or mass email communication.
10. Assist the Director and Managers in developing job aids, technical communication & training documentation and other communication for students and staff.
11. Serves as the power user for the admissions department and trains department staff on software.
12. Proven ability as an effective team member adaptable to change, emotionally resilient with the ability to maintain a high level of confidentiality and protect student information in compliance with FERPA and applicable laws Regularly attend and participate in workshops, seminars, and professional conferences.
13. Role may require flexible hours and occasional evenings and weekends. Local travel is required.
14. Other duties as assigned.

MINIMUM QUALIFICATIONS

1. Bachelor’s degree required or equivalent experience in data management, information systems, or customer relationship management (CRM) systems. One (1) year of Admissions experience in a community college or higher education setting with proven verbal and written communication proficiency.
2. Experience supporting Ellucian Colleague with experience creating and maintaining databases, executing search queries, and mining data.
3. Proven problem solving and organizational skills.
4. Track record of effectively working with a diverse group of students, faculty, staff, public, and other community agencies.
5. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.
6. Demonstrated commitment to the college’s core values of respect, integrity, collaboration, humor and well-being, innovation and quality.

PREFERRED QUALIFICATIONS

1. Bachelor’s Degree, or equivalent, in Computer Science / Information Technology.
2. Experience with CRM Recruit.
3. Experience with document imaging and/or multiple ERP systems in admissions and recruiting functions.
4. English and Spanish verbal and written communication proficiency.
5. Demonstrated multicultural competence.

WORK SCHEDULE

1. Monday-Friday: 8:00am-4:30pm
2. Saturday: As needed depending on peak registration and other seasonal events
3. College is closed on Fridays and Saturdays during the summer.
4. Schedule and work location vary depending on department needs.

PHYSICAL DEMANDS

1. Normal office physical demands.
2. Ability to travel between campus locations and to community events.

WORKING CONDITIONS

Duties are performed indoors in the usual office environment.

BENEFITS

Click on the link for information about JJC's Benefits: Technical Office Support Staff Council (TOSSC)-AFT Local 604

Full Time/Part Time: Full time Union (If Applicable): TOSSC Scheduled Hours: 40