The One Stop Specialist/AI Coordinator is an ambassador for FLCC,
serving as the primary point of contact for students and families
while leveraging emerging technologies, including artificial
intelligence, to provide responsive, accurate, and student-centered
enrollment services. The One Stop Center Specialist/AI Coordinator
represents the following functional areas of the College: Academic
Advising, Transfer and Career Services, Admissions, Financial Aid,
Student Accounts and Student Records, providing comprehensive
information and guidance to students and families, as well as other
enrollment services from other areas of the College. The One Stop
Center Specialist/AI Coordinator will participate in ongoing
professional development, as well as direct support of
cross-training opportunities for other One Stop Specialists and
enrollment services staff. The One Stop Specialist/AI Coordinator
serves as the primary administrator of the College's AI student
services platform. This includes maintaining the AI knowledge base,
monitoring the accuracy and quality of AI responses, coordinating
updates with functional offices, identifying opportunities to
improve automated services,and ensuring the AI platform supports
the College's commitment to providing accurate, timely, and
student-centered enrollment services. The One Stop Center
Specialist/AI Coordinator plays an integral role in the
coordination and implementation of enrollment service events (e.g.
Admissions visitation days, SUNY Financial Aid Days,
Registration/Orientation events for new students, transfer fairs,
financial aid workshops, and scholarship awareness/application
events.) The One Stop Center Specialist/AI Coordinator will provide
assistance and training to students and families related to
enrollment services. A flexible schedule is required; evening and
weekend hours are to be expected. Travel to the campus centers is
required.
FLCC is committed to diversity, equity and inclusion, and strives
to provide an environment that embodies these principles. We strive
to attract talented personnel from diverse backgrounds and
traditions, particularly of race and ethnicity, gender, gender
identity, sexual orientation, nationality, culture, religion,
worldview and physical and mental abilities. As such, applicants
from historically under-represented groups are highly encouraged to
apply.
This is a full-time, grant-funded position.
Qualifications:
- Educational Background: Associates degree; Bachelor's degree
preferred.
Special Skills: Minimum of two years full-time experience in direct customer service, preferably in higher education; excellent written, oral, communication, and presentation skills; proven customer service orientation; experience with student information systems (e.g. Colleague); high level proficiency using Microsoft Office products (Word, Excel, PowerPoint, Outlook); strong organizational skills; strong grasp of student, self-service software delivered over the web (e.g. WebAdvisor, Self…
Service); ability to work independently to prioritize tasks and problem-solve; ability to function at a high-level in a fast- paced environment. Ability to provide training and assistance in individual and group settings. Notary public certification required or must be obtained within one (1) year of employment. Demonstrated ability to learn, implement, and manage emerging technologies, including artificial intelligence (AI) applications that support student services. Ability to analyze AI-generated interactions, maintain knowledge bases, identify trends, and implement continuous improvements to enhance service quality and operational efficiency. Experience training colleagues on technology applications and adapting business processes to support new technologies is preferred.
Essential Functions:
- Develops and maintains the One Stop Center rotation schedule,
with input from the other One Stop Specialists, to ensure adequate
coverage based on office needs and programming.
- Coordinates the One Stop Center phone system maintenance,
usage, and reporting.
- Provides complete and direct assistance to students and their
families seeking a wide-range of enrollment services at the College
and the Campus Centers traditionally offered through Financial Aid,
Admissions, Student Records, Student Accounts, and Academic
Advising, Career and Transfer Services; make referrals to other
offices only when necessary.
- Organizes and actively participates in the delivery of
Financial Aid, Admissions, and Registration/Orientation workshops
and information sessions for groups of students and their
families.
- Supervises and instructs work-study students in the completion
of necessary clerical duties.
- Participates in on-going professional development activities to
promote personal growth, and awareness of best practices in higher
education.
- Facilitates and provides professional development opportunities
for colleagues on topics pertaining to enrollment functions.
- Trains students individually, or in groups, in utilizing
web-based services, such as FLCC student email, Self Service, and
Blackboard.
- Coordinates, trains, and facilitates the use of technology
(e.g. SIS,, Call-Em-All, OnBase scanning software, One Stop call
center software, and Slate) for initiatives directed at
streamlining communication with students who access Financial Aid,
Admissions, Student Records, Student Accounts, and Academic
Advising and Transfer Services.
- Initiates contact and/or follow-up with students and families
to support enrollment service functions.
- Offers suggestions for continuous quality/process improvement
to the One Stop Center Director.
- AI Knowledge Management - Serves as the primary administrator
for the One Stop Center AI platform by maintaining and continuously
improving the AI knowledge base, ensuring information related to
Admissions, Financial Aid, Student Records, Student Accounts,
Academic Advising, SUNY Reconnect, and other enrollment services
remains accurate, current, and aligned with College policies and
procedures.
- AI Training and Quality Assurance - Trains, configures,
monitors, and optimizes the AI student services platform by
reviewing AI-generated conversations, evaluating response quality
and accuracy, identifying knowledge gaps, implementing
improvements, and coordinating updates with appropriate College
departments and the AI vendor.
- AI Analytics and Continuous Improvement - Monitors AI system
performance using analytics and reporting tools to evaluate
utilization, response accuracy, student satisfaction, inquiry
trends, escalation rates, and operational efficiencies. Recommends
process improvements that enhance student service delivery and
support institutional enrollment goals.
- AI Governance and Staff Support - Serves as the primary
resource for College staff regarding the AI student services
platform by coordinating training, promoting effective use of AI
technologies, supporting responsible and ethical AI practices, and
collaborating with Information Technology and functional offices to
ensure compliance with institutional policies, accessibility
standards, and applicable federal and state regulations.
- Assumes responsibilities of the One Stop Center Director, in
their absence.
- Performs other related duties as assigned to facilitate an
effective and efficient student-centered service
environment.
Benefits and Salary Range
- Competitive starting pay $28.48 - $29.30 per hour and is
commensurate with qualifications
- NYS retirement
- SUNY Voluntary Savings Plan
- Comprehensive Health and Dental Insurance through Excellus
BCBS
- FSA
- 15.5 days of annual leave, 1 sick day, and 13 holidays
annually
- FLCC Tuition Waiver for employee and dependents
- Tuition assistance – 4-year institutions
Application Instructions:
Applicants interested in applying MUST submit the following
documents via online:
- Resume/Cv
- Cover letter
Applications will only be accepted online.
Finger Lakes Community College does not discriminate against
any employee, applicant for employment, student or applicant for
admission based on an individual’s race, color, national origin,
religion, creed, age, disability, sex, gender identification,
gender expression, sexual orientation, familial status, pregnancy,
predisposing genetic characteristics, military status, veteran
status, domestic violence victim status, criminal conviction or any
other category protected by law. The College adheres to all federal
and state civil rights laws prohibiting discrimination in public
institutions of higher education.
