Middle Georgia State University (MGA), a multi-campus, baccalaureate and graduate degree granting public institution, is the most affordable public state university in Georgia. MGA has five campuses-Macon, Cochran, Dublin, Eastman, and Warner Robins, all located in central Georgia-and global outreach through its fully-online campus. Its enrollment of 8,000 students is largely comprised of students from most of Georgia's 159 counties. The University has six academic schools, including Georgia's flagship aviation university, that support its mission to educate and graduate inspired, lifelong learners whose scholarship and careers enhance the region through professional leadership, innovative partnerships and community engagement.

This position supports the strategic communication efforts of the Enrollment Management division and the university at large as needed. The Communication Support Specialist I will provide front-line customer support and information output to ensure enrollment processes, events, initiatives, and academic offerings are visible to targeted audiences. Goals will include generating engagement and tracking analytics for the purpose of increasing enrollment, retention and customer satisfaction. Modes of communication required may include, but not limited to, telephone, email, text, social media, chat platforms and various client management systems. This position reports to the team manager of the Enrollment Communications Center.

Web/Email/Internet-based Communications -

Executes updates to assigned web pages; uploads appropriate videos, identifies learning links, and markets upcoming events in a timely manner
Responds to virtual chats and communications received via departmental mailboxes
Provides enrollment related documents to prospective students; communicates outstanding needs and requirements
Advises students and parents regarding availability of financial aid, the eligibility requirements and the application process
Updates information in the financial aid computer system using appropriate Banner screens

Incoming and Outbound Calls -
Logs into the Ring Central portal daily to support the incoming and outgoing phone communications system and data tracking efforts
Executes outgoing calls to student/parent related to escalated issues when applicable
Serves as a point of contact for students seeking more advanced assistance with the financial aid application process
Coordinates with applicable financial aid staff when required to resolve issues or concerns

Social Media Engagement and Tracking -
Establishing and executing S.M.A.R.T. (Specific, Measurable, Achievable, Relevant, and Time-Bound) goals for social media pages
Executes responses to correspondence/messages received via social media pages
Analyzing traffic generated from social posts to include measuring audience interactions with content

Other Duties -
Performs other related duties and day-to day operations requirements as assigned by supervisor to include but not limited to supporting/guiding part-time staff and student workers

Required Experience

High school diploma or equivalent

Sufficient experience to understand the basic principles relevant to the major duties of the position, usually gained from having had a similar position for one to two years

Knowledge and level of competency commonly associated with the completion of an associate’s degree preferred.

Knowledge of modern office methods, procedures and equipment

Some knowledge of current institution, University System of Georgia, state and federal regulations pertaining to the collection, maintenance, and release of information

Ability to successfully establish and maintain effective working relations with other employees

Knowledge of federal, state and institutional financial aid programs, policies and procedures

The ability to learn Banner financial aid modules

Skill in the operation of computers and job related software programs

Skill in decision making and problem solving

Skill in interpersonal relations and in dealing with the public

Skill in oral and written communication

Offer of employment is contingent upon a successful background check.

Based on the Fair Labor Standards Act (FLSA), this is a non-exempt (hourly paid) position and includes benefits.

Benefits include:

• Health insurance
• Dental
• Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Life Insurance
• Sick Leave
• Vacation Leave
• Parental Leave
• Retirement
• Employee discounts
• Tuition reimbursement