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Customer Experience Coordinator

Company: Elgin Community College
Location: Elgin
Posted on: January 20, 2023

Job Description:

About ECC:

Elgin Community College serves over 9,000 students at every stage of their educational journeys, including university transfer programs, career and technical education, continuing education classes, and adult basic education. As a community, we pride ourselves on nurturing a welcoming campus where every person-students, staff members, faculty members, and campus visitors-feels valued. The work of each ECC employee is central to the college's mission, and as an employer, the college fosters a positive environment through professional challenges, excellent benefits, and opportunities for recognition and camaraderie.

Work Schedule:

Flexibly scheduled with regular weekly hours in addition to some night and weekend hours to work events

Rate of Pay:

This position is a grade 13 with a minimum of $20.84 and mid-point of $27.79. Hourly rate offer will be commensurate with the education/experience, in alignment with the College's compensation philosophy, and the current CBA, if applicable.

FLSA Status:


Grant Funded:


Job Summary:

An employee in this classification performs work of moderate difficulty by collaborating with the Manager of Marketing and Patron Services to plan and execute strategies to drive consumer action, broaden and deepen relationships with ECC Arts Center customers while increasing patron participation and sales. Work is distinguished by the ability to measure patron satisfaction and Arts Center marketing initiatives that effectively drive consumer action through evaluation of programs, social media, traditional media, impact and sales. General supervision is received by the assigned manager.

Required Knowledge, Skills & Abilities:

  • Bachelor's degree (BA/BS) in Marketing, Communications, The Arts or a related field from four-year college or university, with a minimum of 2 years of work experience in marketing, communications or a related field or equivalent combination of training and experience
  • Considerable skill in using and creating content for business social media pages or accounts such as: Facebook, Twitter, blogs or other social media.
  • Considerable skills using social media for businesses, sales/reporting software, and/or box office software.
  • Considerable skills in providing exemplary customer service.
  • Considerable skill in the use of the Microsoft Office Suite, including but not limited to Word, Excel, Access and Publisher
  • Considerable skill in organizing work to meet established deadlines while maintaining attention to detail.
  • Considerable skill in interpersonal interaction to be applied to a variety of individuals with differing education, ethnic and socio-economic backgrounds.
  • Considerable skills in verbal and written communication.
  • Considerable skill in operating a personal computer, applicable software and peripheral equipment as well as learning and adapting to new and updated programs and technology.
  • Must be available to work a flexible schedule, including evenings and weekends when required by the department's needs.

    Desired Knowledge, Skills & Abilities:

  • Working skills in event management

    Essential Duties:

  • Assist the Marketing and Patron Services Manager in the integration of and content creation for social media platforms to regularly engage patrons and drive consumer response for the Arts Center.
  • Exercise creativity to design, build and staff activities in coordination with Arts Center events to improve the experience, satisfaction, loyalty and retention of patrons.
  • Coordinate these activities on evenings and weekends as requested.
  • Conduct/coordinate research on patron demographics and public perception of Arts Center marketing and programs to improve customer retention, consumer response and improve/increase participation by patrons.
  • Create and ensure accurate reports to provide the desired information from the ticketing database, college financial systems; and from survey and data gathering efforts to effectively target our customers.
  • Utilize the Arts Center's specialized box office software to conduct sales, create reports, and analyze marketing campaign success.
  • Participate in departmental and institutional initiatives as assigned.
  • Maintains required training, licensure and/or certifications.
  • Maintains confidentiality of privileged information and adheres to applicable privacy laws.
  • Demonstrates sensitivity, understanding and respect of diverse populations within the workplace.
  • Maintains an understanding of the work of colleagues to effectively provide backup and/or support for co-workers during times when the division is short-staffed or experiencing an increased volume of work.
  • Adheres to department guidelines for attendance and punctuality.

    Other Duties:

  • Perform other duties as assigned which pertain to the job description.
  • Ability to work a flexible schedule which includes days/evenings/weekends as needed by the department.

    Physical Demands:

    Sedentary (up to 10 lbs occasionally, sitting most of the time)

    Visual Acuity:

    Close visual acuity (e.g. computer, assembly)

    Work Environment:

    Moderate noise

    Environmental Conditions:

    Typical office or administrative

    Current SSECCA Union Member Information:

    The initial posting date for this position is 11/01/2021. Elgin Community College Support Staff of Elgin Community College Association (SSECCA) members that apply by 11/08/2021 and meet the posted minimum qualifications will receive full consideration.

    Equal Employment Opportunity Statement:

    Elgin Community College does not discriminate, or tolerate discrimination, against any member of its community on the basis of race, color, national origin, ancestry, sex/gender/gender identity, age, religion, disability, pregnancy, veteran status, marital status, sexual orientation, or any other status protected by applicable federal, state or local law in matters of admissions, employment, or in any aspect of the educational programs or activities it offers.
    In addition, Elgin Community College provides reasonable accommodations to qualified individuals with disabilities to ensure equal access and equal opportunities with regard to employment practices, educational opportunities, and programs and services. If you need a reasonable accommodation for any part of the application and hiring process, please notify the College's EEO/AA Officer. Determinations on request for a reasonable accommodation will be made on a case-by-case basis.

Keywords: Elgin Community College, Elgin , Customer Experience Coordinator, Other , Elgin, Illinois

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