Student Services Specialist College Operator

This position serves as a primary point of contact for Mesa Community College students, families, and community members, delivering friendly, high-quality customer service via phone, email, live chat, and text. The position supports inbound/outbound communication, answers questions, provides accurate guidance, and connects individuals with the right departments and resources.

Essential Functions

35% - Primary Point of Contact & Frontline Engagement

Serve as the welcoming primary point of contact for Mesa Community College by delivering prompt, professional, and friendly support via phone, email, text, and live chat to students, faculty, staff, families, and community members. Actively listen, quickly assess needs, and provide clear, accurate information while maintaining a customer-centered, inclusive, and supportive service experience. Emphasize responsiveness, friendliness, and accessibility to ensure individuals feel supported and confident in navigating MCC services.

35% - Inquiry Resolution, Triage & Service Coordination

Efficiently evaluate inquiries and resolve questions related to Admissions, Registration, Records, payments, and other MCC services whenever possible. Accurately triage and connect individuals to the appropriate departments, experts, and resources when escalation is needed, ensuring warm handoffs and continuity of service. Prioritize speed, accuracy, and timeliness to minimize wait times, reduce barriers, and support student progress while contributing to a consistent and efficient customer service operation.

25% Student Support & Service Operations

Support daily operations through strong team collaboration and proactive relationship-building across the college to ensure a seamless, student-centered customer experience. Build rapport with students, families, and community members while partnering with campus teams to coordinate support, share information, and ensure consistent service delivery. Contribute to workflow improvements and participate in projects that strengthen service quality, efficiency, and responsiveness. Use technology to pull reports showcasing quality assurance and communication metrics. Promote equitable access, consistent service, and positive student outcomes in alignment with college goals.

5% Other duties as assigned.