Student Services Specialist Senior

$20.82 - $27.07/hourly, DOE

111

Work Schedule Varies: 40 hours per week (Monday – Thursday, 8am-7pm; Fridays 8am-7pm)

12 Months

10 Colleges. Unlimited Opportunities. The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision— creating excellence in education for a better world. We focus on people—not profits. With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we’re changing college. We don’t just support our community—we help build it. We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact. We believe our employees are our most valuable asset. Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix. Join us in making a real difference in the lives of over 140,000 college students each year.

Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees' and their families' health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD: Affordable and Comprehensive Benefits Package: Nationwide Medical, Dental, and Vision Coverage Paid Time Off: Vacation, Sick Leave, and Personal Time 20 Paid Observed Holidays Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage Arizona State Retirement System (ASRS) Pension , including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b) Tuition Reimbursement for employees and dependents Annual Professional Development Funding Flexible Work Schedules Employee Health & Wellness Programs: District-Wide Wellness Program with Workshops and Webinars Monthly Health & Wellness Calendar and Newsletter Virta Diabetes Reversal Program and Support Groups Employee Assistance Program (EAP) Sight-On-Site Eye Care Services Pre-Retirement Planning Events Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)

Maricopa Community Colleges' Contact Center is hiring a Student Services Specialist Senior to play a key role in supporting student success by helping students navigate enrollment, financial aid, and other college processes. As a team lead, this position collaborates with enrollment and financial aid professionals to provide exceptional customer service and timely, accurate information to a diverse population of students and campus representatives through phone, email, chat, text, and other communication channels. The Student Services Specialist Senior position also serves as a resource for resolving complex student inquiries, supporting daily Contact Center operations, and enhancing the student experience through quality assurance, training, data analysis, and continuous process improvement.

30% - Provides comprehensive student support for the department/ division, specializing in enrollment services and financial aid via phone, email, chat, text, and other modes to prospective and current students; takes student escalations and problem solves complex situations. 30% - Assists department/division with the implementation and coordination of daily contact center operations including quality assurance initiatives, training, and contact center projects, gathers data and analyzes findings to optimize operations. 15% - Prepares documents, spreadsheets, presentations, and reports for training and/or project management purposes, and other resources to strengthen staff knowledge and performance. 15% - Maintains operational resources, creates correspondence, maintains database information and troubleshoots issues with contact center systems, including Amazon Web Services (AWS), Customer Relationship Management (CRM), Student Information System (SIS), and other related systems. 10% - Performs other related duties as assigned.

Associate’s Degree from a regionally accredited institution and two (2) years of student services or college teaching experience or experience assisting with educational program development and coordination, student advisement, financial aid, or related student development programs. OR An equivalent combination of the conferred degree and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered.

Bachelor’s degree or higher in an academic field from a regionally accredited institution Two (2) or more years of experience working in a high volume customer service call center environment Two (2) or more years of experience working in a higher education environment with a role in Enrollment Services (admissions, records, registration, advisement, cashier, financial aid, outreach, or recruitment) Two (2) or more years using a Student Information System (Peoplesoft, Banner, etc.) Experience using a Customer Relationship Management Tool (CRM) Experience providing escalation support Experience preparing, using, or analyzing data for quality assurance or program evaluation purposes Bilingual (Spanish-English) One year of full-time relevant MCCCD experience during the previous two years

Must be in good standing with the Department of Education as it relates to Federal Financial Aid This position is currently eligible for a hybrid work schedule, with a minimum of three days per week in the office. Hybrid work arrangements are subject to business needs and may be adjusted based on organizational requirements Technology (computer, monitors, mouse, keyboard, etc.) will be provided for work from home, but the candidate must have reliable internet. Other workspace requirements (desks, chairs, etc.) are not provided by the Maricopa Community Colleges The candidate must have a private remote workspace May be required to sit for a prolonged period of time; viewing a computer monitor May be required to lift or carry up to 25lbs Work Schedule Varies (Monday – Thursday, 8am-7pm; Fridays 8am-7pm) May be required to work evenings and weekends

Applicants are required to submit a cover letter and resume showing how the applicant meets the minimum and desired qualifications. All minimum requirements must be met at the time of the application. Additional materials will not be accepted after the job posting has closed. Missing materials or incomplete employment history will not be considered. Please ensure your materials clearly provide the following information. Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position. Indicate whether former or current employment is Full-Time or; Part-Time employment, to include Adjunct or Associate Professor (must include number of hours worked, contact hours or load) Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, for each position held and name of employer for each position. Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview. Maricopa County Community College District (MCCCD) complies with the Americans with Disabilities Act (ADA) of 1990. Qualified applicants or candidates with disabilities can submit a reasonable accommodation request at any point in the hiring process, and MCCCD’s policy is to provide reasonable accommodation unless such accommodation would cause an undue hardship. If a reasonable accommodation is needed, please contact the ADA Coordinator from the hiring campus location for assistance via email at adasupport@domail.maricopa.edu MCCCD is an Equal Opportunity Employer.

Open until filled First Review: Sunday, October 25, 2026 Applications received after the review date may not be screened

Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information. Title IX of the Education Amendments of 1972, states: "No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance." The policy of the MCCCD is to provide an educational, employment, and business environment free of gender discrimination. Incidents of misconduct should be reported to the college Title IX Coordinator, as outlined in policy, contact information is available at this link Title IX Coordinators. The Clery Act is a Federal law requiring United States Colleges and Universities to disclose information about crime on and around their campuses. Crime reporting data for each of the Maricopa Community Colleges, as required under the Clery Act, is available at this link Clery Act.