This person provides substantial program support for the efficient operation of assigned Workforce Development (WD) Programs and office functions. Serves as the primary point of contact for non-credit students, instructors, WD staff, and the general public for assigned Programs. Understands and executes many facets of the program at the direction of the Program Manager. This includes supporting foundational marketing efforts (online and print marketing), scheduling instructors and securing required agreements, and contacting companies and individuals for scheduling, logistics, registration, and paperwork. Varied work schedule, including possible weekend or evening hours, to accommodate program/project needs and provide building coverage. Occasional overtime may be required to meet department needs. May require occasional travel to other campuses for professional development, special events, or activities.

Schedule: 25 hours per week, Monday through Friday, between 8 a.m. and 4:30 p.m.

EDUCATION

• Associate's Degree in related discipline or equivalent education and work experience. Required

LICENSES AND CERTIFICATIONS

• Valid and in State Valid Driver's License. Required

EXPERIENCE

• Four (4) years clerical and/or office experience. Preferred

ABILITIES AND SKILLS

• Interpersonal skills necessary to effectively and courteously provide customer support to people of diverse cultural backgrounds, working with team members, students, faculty, administrators, and the public. Required
• Commitment to customer service, results orientation, teamwork, reliability and collaboration and a strong sense of professional responsibility and conduct. Required
• In-depth understanding and ability to consistently follow all College and department procedures and organizational policies, procedures and operations. Required
• Capable of dealing with a variety of assignments simultaneously. Required
• Proficient organizational skills. Required
• Ability to work with limited supervision. Required
• Ability to resolve routine and more complex problems and operational difficulties with accuracy and composure. Required
• Proficient written and oral communication skills, including spelling, grammar, composition of letters and reports. Required
• Proficient computer skills, including Microsoft Office software e.g. Word, Excel, Access, PowerPoint, Teams, as well as Zoom and databases, and information sharing in an electronic network environment. Required
• Financial accounting skills, including accounts payables and receivables. Required
• Analytic ability to handle administrative details with limited supervision where errors are likely to have an impact on customer service, organizational goals or finances. Required
• Basic knowledge of all department program areas, in-depth knowledge of assigned program area(s), and ability to take day-to-day direction from Program Managers. Required

• Assisting Customers:
  • Serve as assigned Program’s central point of contact for Program Managers, instructors, and students.
  • Provide telephone coverage, including front desk coverage as needed, screen/direct/place calls and walk-ins. Welcome and provide general College and department information to students, companies, and visitors.
  • Handle or refer as appropriate all Program questions or concerns.
  • Provide necessary information to customers, including prospective students, parents, and guests (phone, email, and walk-in) on program details and scheduling, class status, cancellations and rescheduling, and anticipated outcomes.
  • Ensure proper care of College facilities by guests and staff using those facilities by tactfully communicating College standards of conduct and expectations of adherence to those standards.
  • Function as an attendant at special College events and WD classes as necessary-Respond to emergency situations according to College guidelines.
  • Monitor security and maintenance of building through daily inspections, determine respective needs, and communicate needs to appropriate office.
• Program Management:
  • Provide efficient, effective secretarial and administrative support to program managers and instructors, including customer services, appointment and meeting scheduling, correspondence, maintaining calendars, work flow, etc.
  • Maintain up-to-date filing and retrieval system(s).
  • In conjunction with instructors, supervisors, and subject experts, coordinate responses to customer inquiries and facilitate resolution of customer problems including department software support.
  • Assist program managers with development/preparation of content that will appear on the website and in external communications, including course templates/outlines, program goals and objectives, curricular design and delivery options.
  • Perform registration tasks, including required program documentation, and any credit card related processing and problem resolution activities.
  • Create and manage communication templates and automation triggers in the Training Management System (TMS).
  • Create, organize, and maintain workforce program events, accounts, contacts, and students in the TMS, create and proof contracts, and process invoices according to College policies and procedures.
  • Produce letters/reports/proposals/ certificates of completion, etc.
  • Secure/produce/maintain invoicing, contracts, agreements, and reports for clients.
  • Perform invoicing and other documentation problem resolution.
  • Coordinate scheduling for on-site and remote delivery of programs, including rooms, studios, labs, and/or virtual platforms.
  • Monitor attendance for programs, convey issues to account managers and supervisors, and assist facilitation of resolution to attendance issues.
  • Maintain up-to-date program processing checklist and tasks to ensure smooth management of all aspects of planning, conducting, and closing programs. Monitor, evaluate, and provide input including customer needs assessment.
  • Organize and distribute via LMS or other method event recordings and other online information to program participants.
  • Notify appropriate academic schools or work areas of course status changes.
  • Coordinate instructor schedules and provide instructors with materials related to course delivery, assessments, and post-training evaluations.
  • Provide technical assistance for instructors and inform them of procedures and regulations for on-campus activities.
  • Maintain/create course evaluation codes, distribute to instructors, and collect, summarize, distribute and maintain results of course evaluations and any other program data that provides feedback for continued program improvement.
  • Coordinate and execute activities related to program testing, including pre-admission and third-party assessments for credentials or certification. Proctor as needed.
  • Act as a liaison with external training programs or agencies to schedule and report completed training.
  • Assist in scheduling and participate in internal and customer-facing meetings.
  • Detect customer-facing program issues and concerns, propose solutions to supervisor(s), participate in issue resolution process.
  • Ensure all required equipment for programs is available and functioning properly.
  • Order books/materials for programs, maintain book/materials inventory as needed to assure availability.
  • Generate requests for duplicating services, assemble materials for programs or mailing.
  • Secure prices/quotes for materials and supplies as requested for programs; prepare purchase requisitions and update receivers.
  • Assist Program managers with maintenance of program and grant budgets.
  • Coordinate catering and facilities requests for special events/rentals, respond to immediate needs, and work cooperatively with Dining Services and other College departments as needed.
• Program Promotion Support:
  • Assist staff with the development of materials and brochures, including reviewing and proofing, following College style guide.
  • Assist WD team with planning and implementation of conferences, seminars, and workshops, including registrations, logistics, general problem solving, welcoming and providing assistance and information.
  • Set up and maintain promotional codes and group pricing/discounts in the TMS.
  • Receive and sort mail as needed.
  • Provide files and information for meetings/conferences for prior review. Provide backup material for items requiring a decision or action.
  • Assist WD team with research projects and grant-related project tracking, statistical and data compilation.
  • Arrange travel accommodations for WD team, complete necessary forms, process reimbursements, and maintain required records for accountability purposes.
  • Assist in setting up and execution of special events as requested.

This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.

Penn College is committed to equal opportunity and the diversity of its workforce.

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