Job Description

The Support Professional for Workforce Training will provide direct services to students and companies interested in and enrolling in programs for workforce training, as well as provide departmental administrative support for specific processes required for course completion. This position requires a high level of customer service, demonstrated consistency in follow up and follow through on details, and the ability to multitask. Regular communications with students and colleagues through various means such as e-mail, phone call, text campaigns, and face to face conversation is expected. This role works with multiple departments on campus including Financial Aid, Cashier, Records, MTEC Faculty, Academic Advising, Disability Support Services and Enrollment Center.

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Requisition ID: 923
Position Number: 00001504
Employee Group: APSS
Schedule: 40 hours/52 weeks
Compensation: Level B, $ 18.67 per hour
Benefits: Full-time
Reports to: Senior program manager
Posting Opens: 07/21/2025
Posting Closes: 08/03/2025

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ESSENTIAL FUNCTIONS

• Primary function is to provide exceptional customer service when assisting students on the phone, via email and in person in all areas of workforce training programs, providing a supportive, friendly and welcoming environment for customers
• Greet and direct visitors, students, members of the College, and the public, and respond appropriately to requests made in person, via telephone, or email from individuals regarding the College, classes, projects, events, etc.
• Assist walk in students in the use of technology to obtain information, enroll in class, access blackboard, reset passwords, obtaining a raider card, copier or fax
• Provide information to students regarding workforce training programs, admissions steps, and referrals to staff when necessary
• Assist students in locating the correct information to finalize enrollment, including reviewing records and discussing next steps, through enrollment and processing payments
• Using non-credit enterprise system (Continuity), enroll customers in Continuing Education classes, create invoices, generate confirmations, and process payments.
• Process all Certified Nurse Assistant applicants and admissions
• Responsible for assessment scheduling/rescheduling and appointment confirmations, testing uploads and preparation, data entry and reporting
• Proctor assessments when necessary or required
• Take a lead role in all customer service inquiries for Motorcycle Safety Courses
• Receive and respond to incoming email request to Workforce Training Department
• Process all incoming SCHECH records for students, troubleshoot any outstanding issues with MOECS or evaluation delivery
• Navigate Ed2go questions, review enrollments, and troubleshoot student information needs for successful course completion, including drop/transfer requests
• Keep and submit accurate payroll records for all Workforce Training instructors, staff, and student employees.
• Assist Program Managers with assigning locations for externships based on program and student requests.
• Assist with updating work instructions or documenting new processes as necessary
• Assist in scanning, confirming and linking documents for students into ImageNow to the appropriate student account
• Responsible for monthly workforce training reporting and assisting in year end reporting
• Order and maintain inventory and departmental supplies for workforce training programs
• Responsible for Staff meeting notes, taking notes accurately transcribe and distribute to staff, including attachments and reference links for discussion topics
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Performs other related duties as assigned

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JOB SPECIFICATIONS

Educational Credentials

• Associate's degree or comparable combination of relevant education and experience

Work Experience

• Minimum of one (1) year of customer service or administrative assist experience required. Three (3) years of experience preferred.
• Previous customer service experience required
• Proficient in a Windows environment with successful experience using Excel and MS Word. Willingness to learn Campus Wide Information System (CWIS), Gmail, Google Docs, ImageNow, SARS, CISCO Agent, MOECS, Ed2go, Continuity
• Must be efficient and possess good organization, problem-solving, decision-making, and complaint-resolution skills. Must use good judgment in handling sensitive or difficult situations. Must maintain the highest level of confidentiality.
• Ability to plan and work independently and as a team member in a multi-person, high volume customer service department.
• Ability to adapt to changing technologies and responsibilities.
• Ability to communicate effectively with a diverse student, staff and business partner population and provide exceptional customer service.
• Must enjoy working with the public and possess good oral and written communications skills: ability to manage high volume of service requests via phone, email, and in person promptly, courteously and professionally.
• Must be flexible in schedule to allow for changes. Ability to work evenings, weekends and additional hours as requested by supervisor.
• Finalists must possess excellent proofreading skills and have aptitude for detailed work. A skills assessment may be required.

Skills

• Proficiency in interpersonal, verbal, and written communication skills
• Excellent organizational skills; ability to prioritize and complete tasks within assigned deadlines
• Possess demonstrated initiative and problem-solving abilities
• Possess demonstrated excellence in customer service
• Ability to create, modify, and/or maintain complex (Excel) spreadsheets

Physical Demands

• Ability to lift and move up to 25 pounds
• Ability to sit for extended periods of time

Mental Demands

• Ability to project a professional image, including punctuality and good attendance.
• Willingness to flex work schedule when necessary, which may include weekends.
• Willingness to work as part of a team.
• Ability to work effectively with diverse populations.
• Ability to exercise mature judgment in handling sensitive or difficult situations.
• Ability to work under and handle pressure situations with tact.
• Ability to perform daily duties with minimum supervision.
• Tolerant of frequent interruptions

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Able to work indoors in an office setting with extended computer usage daily.

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BENEFITS

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time.
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership.
• Continuous Learning: Career development and educational opportunities.
• Retirement Plans: Secure your future with our retirement options, including a state retirement plan.

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NEXT STEPS / APPLICATION PROCESS

• Please fill out an application at https://www.grcc.edu/careers. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.
• Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

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NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.

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