Direct and process incoming telephone calls, provide information to callers, assist with tracking student information, and enter student records into the integrated database. This position assists with prospective student communication, including telephone calls, mailings, emails, and scheduling appointments. This position is also responsible for calling 911 when an emergency occurs, and corresponding with Campus Security regarding the emergency situation.

This position will be open until filled, with a first review date of April 28, 2025. After this date, the recruitment may close without further notice. Interested applicants are encouraged to apply as soon as possible.

1. Provide front-line customer service to students, staff, faculty, and campus visitors.
• Operate the switchboard in a professional, friendly manner, processing incoming telephone calls, and using probing questions in order to appropriately route calls.
• Provide frontline leadership to emergency situations, involving campus security and calling 911 as necessary.
• Professionally handle questions and complaints.
• Provide accurate directions to all BTC campus locations.
• Provide directions to classrooms, offices, and other departments at BTC.
2. Assist students and visitors by assessing their needs and directing them to the proper staff or department.
3. Assist with paper and electronic filing of confidential student records (e.g. ACT scores, financial aid information, student demographics, and other records as assigned).
4. Assist Student Services staff with prospective and current student communication, including mailings, telephone calls, and e-mails. 
5. Assist Student Services Staff with scheduling prospective and current student appointments.
6. Support recruitment functions, including campus tours and events and the preparation of marketing materials.
7. Help students navigate computer systems for admissions, financial aid, and registration.
8. Provide support for shuttle drivers; may assist in coordinating the shuttle schedule.
9. Represent BTC in a professional and positive manner.

Knowledge, Skills & Abilities:

1. Experience working in a student data information system (i.e. Banner).
2. Strong customer service skills with in-person, phone and other forms of interaction.
3. Ability to manage sensitive and confidential information.
4. Ability to organize, coordinate, and prioritize assigned job duties.
5. Ability to compose and proofread letters, memos, large college documents and related correspondence for grammatical and formatting errors.
6. Ability to handle multiple projects effectively in an environment with frequent interruptions.
7. Ability to handle a multi-line phone system or switchboard.
8. Ability to handle emergency situations in a calm and professional manner.
9. Experience working in an environment that promotes cultural diversity and inclusion.

Education & Experience:

1. High School Diploma and two years of customer service experience.
2. Microsoft Office Suite certification or demonstrated proficiency/experience with Microsoft Office Suite (Excel, Word, Outlook).

Blackhawk Technical College does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.