Registration Representative

GENERAL JOB SUMMARY:

The Registration Representative supports the Continuing Education and Training Services Operations team by providing high-quality customer service and registration support to current and prospective non-credit students. This position primarily assists students through a high volume of inbound phone calls, as well as outbound phone calls, email and other communications. The role helps students navigate registration processes, class requirements, and Continuing Education offerings while serving students from diverse backgrounds, including individuals whose first language is not English. Strong communication skills, professionalism, and discretion in handling confidential information are essential to success in this role.

The typical work schedule for this position will be Monday through Friday from 8 am to 5 pm.

UNIVERSAL CORE COMPETENCIES:

• Advocate for Continual Improvement- empowering each other to identify opportunities for excellence.
• Collaborate with Mutual Accountability- working together with a willingness to take ownership and account for our actions.
• Champion Service- anticipating needs and create a welcoming, diverse, and inclusive environment.
• Perseverance- commitment to excellence even in the face of adversity or delay in achieving success.
• Lead- regardless of title, through positive influence.

DUTIES/RESPONSIBILITIES:

• Serve as the primary phone contact for Continuing Education students, managing a high volume of inbound calls while providing exceptional customer service.
• Make outbound calls to students regarding registrations, waitlists, class requirements, schedule changes, cancellations, transfers, and other student support needs.
• Communicate Continuing Education offerings, policies, and procedures through phone conversations, email correspondence, and in-person interactions.
• Process registrations, cancellations, and transfers for non-credit students.
• Coordinate student communications regarding class requirements and changes.
• Enter class outcomes for non-credit student records.
• Manage waitlists for non-credit classes.
• Perform various office tasks such as mailings, scanning, and document storage.
• Assist college patrons
• Perform other related duties as assigned.

PERFORMANCE EXPECTATIONS:

• Demonstrate punctuality and reliability while working efficiently, effectively, and independently, even in an environment with frequent interruptions and stress.
• Demonstrate the ability to effectively manage a high volume of inbound and outbound phone interactions while maintaining accuracy, professionalism, empathy, and a positive customer experience.
• Manage multiple tasks efficiently with strong organizational skills, attention to detail, and the ability to stay focused amidst distractions.
• Communicate clearly and effectively in both oral and written forms, and provide service in a courteous, prompt, professional, and efficient manner, including students whose primary language may not be English.
• Represent the college positively when interacting with prospective, current, and former students, clients, suppliers, and the community.
• Work effectively in a cross-functional, team-based environment, collaborating with others to set goals and solve problems.
• Establish and maintain good working relationships with students, colleagues, and the general public.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences.

The statements contained herein reflect general details as necessary to describe the essential job duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

PHYSICAL ACTIVITIES WITH/WITHOUT REASONABLE ACCOMMODATION:Position involves working in an office setting. Occasional (10-33%) standing, pushing, pulling and grasping. Frequent (34-66%) reaching and viewing a computer and other types of close visual work. Constant (67-100%) sitting, walking, repetitive motion, talking and hearing. The position involves occasional (10-33%) driving to events and meetings away from KCC’s main campus.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalency, plus one year related experience.
• Proficient in Microsoft Office products (Word, Excel, Outlook) and standard office equipment, with the ability to quickly learn new software and systems.

PREFERRED QUALIFICATIONS, LICENSES, CERTIFICATIONS, OR REGISTRATIONS:

• Associate Degree or minimum of three years experience in customer service, student support, call center or related field preferred.

EEO/AA STATEMENT:It is the policy of Kirkwood Community College not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status. If you have questions or complaints related to compliance with this policy, please contact the Vice President, Human Resources and Institutional Effectiveness (employees) or the Vice President of Student Services (students), 6301 Kirkwood Blvd. SW, Cedar Rapids, IA 52404, 319-398-5572, equity@kirkwood.edu, or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: (303) 844-5695 FAX: (303) 844-4303, TDD 800-877-8339 Email: OCR.Denver@ed.gov.

WHY KIRKWOOD:

Kirkwood Community College prides itself on fostering a diverse workforce and values unique perspectives throughout its campus community. The college is a convenient, innovative, visionary educational leader striving to remain affordable and accessible. With more than 140 majors and programs, Kirkwood boasts 16,000 annual college-credit students while maintaining one of the lowest tuitions in the state. All degree-seeking students are eligible for federal financial aid and the college offers more than $3 million in scholarships each year to students from all walks of life.

Review of applications will continue until the position is filled.