Cincinnati State
  • WDC Executive Team
  • Cincinnati, OH, USA
  • Hourly
  • Full Time


Client Management Specialist - Workforce Development Center (WDC) Revised 1/26/18)


Cincinnati State's Workforce Development Center (WDC) is the region's premier workforce training provider. Located at the Evendale campus, this division serves local businesses and individual students in developing industry-relevant skills for today's changing workplace. As a separate profit center, the WDC supports the college mission by offering custom, fast-paced programs that help people gain skills quickly and set them up for future professional and academic success.

The Client Management Specialist (CMS) reports to the Operations Manager, WDC, and works as a critical member of a small, cross-functional team that acts as the first point of contact for workforce customers and executes the key administrative processing and coordination of all programming offered through the WDC. At the center, WDC Business Managers are responsible for developing and executing the training programs, and the CMS position provide the administrative support to ensure these programs' success. These support tasks include direct customer service, space and training scheduling, generating and processing registrations, client invoicing, extensive problem solving, and providing overall administrative support for the division.

Essential Duties:

Generate, track, and accurately process all forms relating to student enrollment management (including registrations, billings, grades, evaluations, and certificates.)

Communicate professionally with both corporate and student customers.

Work collaboratively and closely with associated college departments in the execution of the training programs (college departments include: Registrar, Bursar, Scheduling, Classroom Technology, and Information Technology)

Demonstrate expertise in accurately and effectively conveying information for the complete portfolio of WDC program offerings.

Assist in the coordination of classroom use, ensuring the rooms are prepared for scheduled classes.

Provide exemplary, professional front-line customer service for students and customers.

Assist in providing facility oversight, including submitting facility maintenance requests and opening/closing the building as required.

Provide coordination of WDC programs in partnership with WDC Business managers in order to facilitate the execution of all college-required processes while providing outstanding customer service to our clients.

Respond to requests for assistance within one business day.

Maintain accurate and complete student enrollment and billing records as required by College governance, as well as all laws, policies and administrative regulations in order to keep accurate information.

Meet quality metrics each term for enrollment packet processing accuracy and completion.

Follow all processes and timeline expectations for daily entry and data management.

Adjust working hours to meet client needs and/or support College. This position requires flexibility in schedule to cover morning and evening customer service.

Use of the college ERP (Colleague/Datatel) in managing courses, registrations, and billings.

Assists in the marketing of WDC through creating/editing brochures, monitoring and updating e-mail lists, phone solicitation, social media correspondence.

Reflect on current processes and make recommendations to improve efficiency and effectiveness of the front office.

Event coordination, as needed.

Other duties and responsibilities as assigned.

Minimum Qualifications:

Associate's degree.

Two (2) years previous customer service experience in a high volume environment

Demonstrated competency in Microsoft Office: Advanced proficiency in Outlook, Excel, Word, and PowerPoint, functional proficiency in Access. Proficiency may be demonstrated by holding a Microsoft Office Specialist certification (earned within the last 5 years), or by completing a technical assessment through the Kinexa Prove It! System with a competency score of no less than 75.

Valid Driver's license, ability to commute between college campuses/locations.

Preferred Qualifications:

One to two year(s) previous experience in administration and/or student services within an institution of higher education.

Prior experience in using the Colleague ERP (by Ellucian, formerly known as Datatel).

Experience with Customer Relationship Management systems.

Experience in marketing a product or experience.

Desired Competencies:

Exemplary verbal and written communication skills.

Possess excellent interpersonal skills and demonstrated ability to communicate/interact effectively with a diverse professional, community, and student population to provide a good impression of the College.

Demonstrated ability to be self-motivated, work independently, and be a team player, pay attention to detail, maintain confidentiality, and meet project deadlines.

Excellent customer service skills in problem solving, analytical, decision-making, project management skills, and time management.

Possess the ability to be innovative with demonstrated commitment to organizational effectiveness.

Ability and willingness to work with customers and students of various abilities and diverse backgrounds.

Ability to prioritize work effectively and efficiently.

Demonstrated sensitivity to students with diverse academic, socio-economic, cultural, and ethnic backgrounds and students with disabilities.

Ability to work under fast-paced and changing conditions.

Familiarity with invoicing and account management.

Key Performance Indicators (KPI):

In order to provide clear expectations and promote the CMS's success, several performance measures have been established. The indicators and the measurements used to evaluate them include the following:

Effective Communication / Customer Service: measured by accolades/complaints by customers both internal and external

Accuracy: measured by errors in processing, peer review, system audits

Timeliness: measured response time to returned/revised work (length of time in queue), customer feedback

Efficiency: measured by packets/processes completed daily/weekly/monthly

As a valuable team member to WDC, a KPI that all WDC employees are accountable to includes:

Overall Financial Performance of WDC: measured through monthly financial reports of gross revenue, net position and state subsidy.

Physical Requirements:

Ability to lift/move packages (up to 25 lbs.) on an intermittent basis

Reports To: WDC Operations Manager

Position Level: Client Management Specialist

Comp. Range: $21.00 per hour

Pay Grade: 19

Contract Affiliation: SEIU

Status: FT

Classification: Non-Exempt


Excellent Benefits

Candidates selected for fulltime positions are eligible for our benefit package that includes excellent medical, dental, vision, life and disability insurance benefits with minimal out of pocket payments and contribution rates, immediate accrual of vacation, sick and personal leave.

Equal Opportunity Employer- Committed to Creating a Diverse and Inclusive Work Environment

Cincinnati State Technical and Community College, as well as its individual academic divisions, is committed to a policy of equal opportunity in all its activities and programs, including employment and promotion. It does not discriminate on the basis of race, color, national, or ethnic origin, citizenship status, religion, sex, sexual-orientation, age, physical disabilities, veteran or marital status.

Cincinnati State
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