Customer Service Manager

 

For COVID-related Information and Vaccination Requirements, please view the Return to Campus Task Force page.

 

For Internal Consideration Only

 

College Overview

Hudson County Community College (HCCC) is an award-winning, comprehensive urban college serving one of the most historic and ethnically diverse areas of the United States. HCCC students were born in 119 countries and speak 29 different languages. The diversity and the multitude of our community’s cultures, life experiences, skills and aspirations, are the very values and traits that empower us to be productive and caring members of our society.

HCCC embodies an unwavering commitment to student success and an intentional focus on diversity, equity, and inclusion. In 2019, the President’s Advisory Council on Diversity, Equity and Inclusion (PACDEI) was instituted to develop new levels of understanding and access and advance the College’s commitment to transparency and inclusion. We are proud of the differences we share, which are the foundation for the life changing and transformational education we offer and the social mobility we provide to the communities we serve.

HCCC has three campuses located just minutes from Manhattan: the Journal Square campus in Jersey City and North Hudson Campus in Union City are adjacent to vital transportation hubs; the Secaucus Center has abundant parking. Fully accredited by the Middle States Commission on Higher Education, the College offers courses and classes in a wide variety of disciplines to the people and businesses of Hudson County, one of the most ethnically diverse areas of the United States. The College was recently recognized with the 2021 Association of Community College Trustees (ACCT) Northeast Regional Equity Award, and the 2021 INSIGHT Into Diversity’s Higher Education Excellence in Diversity (HEED) Award. In 2016 the Gabert Library was one of three academic libraries in the United States to receive the Excellence in Academic Libraries Award from the Association of College and Research Libraries (ACRL), and in 2019 the HCCC Tutoring Center received the Frank L. Christ Outstanding Learning Center Award for Two-Year Institutions. In 2019, the College joined Achieving the Dream, a network of high achieving community colleges, part of its expanding effort toward continuous improvement in student success.

HCCC has partnerships with every major four-year college and university in the greater New Jersey-New York area and beyond, accommodating seamless transfer of credits for further undergraduate and graduate education. Hudson County Community College is proud of its culture of care and invites applications from those wishing to join a community dedicated to promoting student success in all forms.

 

Department / Division Introduction

The Division of Continuing Education and Workforce Development is an exciting and entrepreneurial office within the College, which offers a wide variety of non-credit classes, training courses, seminars, webinars, and pathways to a degree program for community members and businesses. These offerings are focused on revitalizing careers, upgrading skills and credentials, growing businesses, and pursuing pastimes and passions. Additionally, the HCCC Center for Business & Industry (CBI) is the area leader in developing and delivering educational classes and programs for Hudson County’s businesses, organizations, and individuals. Join a winning team focused on serving the educational training needs of the Hudson County community.

 

Position Summary / Job Description

Reporting to the Director, the Customer Service Manager (CSM) provides professional educational support services and assistance to all students and prospective students at both the Journal Square and North Hudson Campuses for continuing education and workforce development courses. Because the CSM is often the first person to greet visitors and students, whether in person or on the telephone, the CSM is expected to communicate effectively with students, instructors, and staff while projecting a positive self-image of professionalism, confidentiality, courtesy, honestly and personal integrity at all times.

The CSM also oversees the part-time customer service team members at both campuses and works closely with program coordinators to assist with course development, student recruitment, marketing, and administrative support.

 

Position Responsibilities

  • Provide Continuing Education program information to current and prospective students and the public as well as other programs and services offered by HCCC that exist for both credit and non-credit.
  • Provide registration services to Continuing Education students; assist students in completing and processing forms and records required by the College.
  • Safeguard student information and documents consistent with college policies and FERPA guidelines.
  • Elevate liaison for Customer Service. Work with the Systems Coordinator, Ellucian, and students to resolve and anticipate issues.
  • Participate in Continuing Education and College events, recruiting outings, workshops and fairs as needed.
  • Participate in team briefings and keep updated on current course offerings, procedures, and program changes.
  • Learn about the different Continuing Education offerings by attending classes as needed.
  • Work closely with program coordinators to support the creation of new and existing courses.
  • Contact students to inform them of schedule changes and/or class cancellations.
  • Process program certificates and complete data entry.
  • Manage part-time customer service staff schedules and verify hours for payroll.
  • Train new customer service staff, ensure policies and procedures are understood and followed by part-time customer service staff.
  • Remain flexible and adaptable in work schedules and work assignments as defined by the College and departmental needs.
  • Perform other related activities and tasks consistent with the policies and processes of the College and Continuing Education.

 

Required / Minimum Qualifications

  • Three years’ work in customer service or related role.
  • Detail-oriented, punctual, and a self-starter. Effective communication, interpersonal skills, and organizational abilities.
  • Ability to identify problems and proactively fix them.
  • Demonstrated conflict resolution ability and experience working with deadlines.
  • Computer literate with strong working knowledge of Microsoft Office Suite including Outlook, Word, Excel.

 

Preferred Qualifications

  • Associate Degree
  • Bilingual (English & Spanish or English & Arabic)
  • Experience with Ellucian (formally Datatel) Colleague, Elevate or similar higher education platform preferred.

 

Closing Date of Applications

Immediately.

 

Applications

For full consideration please send resume, cover letter, salary expectations, and a list of three professional references to Chastity Farrell at cfarrellFREEHUDSONCOUNTYCOMMUNITYCOLLEGE.

 

As a New Jersey First Act Employer, new employees must establish a primary residence in New Jersey within one year unless an exemption applies.

HCCC is an equal opportunity and affirmative action employer. We are committed to ensuring a diverse and inclusive learning and working environment. Decisions on employment are made on the basis of the qualifications of an individual for the particular position being filled. Women, veterans and minorities are encouraged to apply.

Take Survey