Communication Center Generalist

Job Announcement

Position Information

Position Title Communication Center Generalist

Campus Scotch Plains

Department Communications Center

Full-time, Part-time, Adjunct Full Time

Exempt or Non-Exempt Exempt

Regular,Temporary, or Grant Regular

General Description Under general supervision, the Communication Center Generalist serves as a primary point of contact for prospective and current students and actively supports the College’s enrollment, registration, and retention goals through high-volume inbound and outbound communication. The Generalist engages students through telephone, text, email, chat, video, and other communication platforms; follows up with prospective student leads; assists students throughout the enrollment and registration processes; provides academic advising and course-selection support; resolves enrollment barriers; and conducts proactive outreach to encourage continued enrollment and re-enrollment. The position is responsible for meeting established performance expectations and key performance indicators (KPIs) related to call activity, student contacts, lead follow-up, registration conversion, and retention while providing accurate, responsive, and student-centered service.

Characteristics, Duties, and Responsibilities · Handle high-volume inbound calls, texts, emails, chats, and other approved inquiries. Identify student needs, provide accurate information, resolve routine barriers, and establish clear next steps for each interaction. · Conduct proactive outbound calls and personalized follow-up with prospective student leads, applicants with incomplete applications, admitted but unregistered students, current students who have not registered for the next term, and students who have stopped attending. · Guide prospective students through the enrollment process, including application completion, submission of required documents, placement and advising requirements, financial aid referrals, registration, and payment-related next steps. · Use consultative, strengths-based, and student-centered conversations to identify barriers, explain available options, establish commitments to next steps, and follow through until registration or an appropriate documented resolution. · Execute assigned enrollment, retention, and re-engagement campaigns according to approved contact schedules, communication scripts, student populations, and communication consent requirements. · Make timely referrals to Admissions, Financial Aid, Advising, the Registrar, and other appropriate offices. Track unresolved cases and verify that students receive appropriate assistance. · Accurately document meaningful student interactions, lead stages, outcomes, barriers, referrals, follow-up dates, and registration results in the designated CRM system. · Utilize approved self-service, messaging, scheduling, and AI-assisted tools to improve response times while ensuring information accuracy and protecting student data. · Participate in cross-training, call-quality reviews, coaching, campaign evaluations, and process-improvement activities. Communicate recurring student barriers and concerns to the Communication Center Manager. · Prepare regular activity summaries and support peak-period registration, orientation, and student success outreach initiatives as assigned.

• Provide academic advising to prospective and current students, assisting with course selection, academic program requirements, and educational planning to support successful registration, continued enrollment, and progress toward degree completion
• Other duties as assigned.

Education Requirements Bachelor’s degree required.

Experience · Demonstrated customer service and communication skills. · Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint. · Experience using communication and CRM platforms, including EAB Navigate and EAB Enrollment Success. · Experience preparing reports, interpreting data, and using information to support decision-making.

Competencies and Skills Required · Strong interpersonal skills, with the ability to interact tactfully and professionally with students, the general public, faculty, and staff. · Ability to quickly learn and accurately apply College policies and procedures related to enrollment, registration, advising, financial aid, and student services. · Strong analytical, critical-thinking, and problem-solving skills. · Ability to demonstrate initiative, identify student needs, and resolve problems effectively. · Ability to collaborate with colleagues and departments to support student enrollment, registration, and retention. · Commitment to student success, excellent customer service, and serving a diverse student population.

Physical Demands and Work Environment

• This position’s duties are normally performed in a typical interior/residence work environment, based on the activity scheduled.
• Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds.
• No or very limited exposure to physical risk.
• Some travel required.

Salary $53,000-$$56,000

Additional Information

UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs.

UCNJ Union College of Union County, NJ is an EEO/AAP Employer/Protected Veteran/Disabled

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Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.

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We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.

Terms of Employment Full-time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours will be required. Ability and willingness to travel on short notice to all on and off- campus sites as needed by the college. Flexible hours are required throughout the year, especially at peak times. Position may be required to work at any campus at any time. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.

Posting Detail Information

Open Date 10/28/2026

Close Date

Open Until Filled Yes