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Onboarding Concierge [ID: 923]
Position Summary:

The Onboarding Concierge is a “people pleaser” at heart and must provide exceptional, enthusiastic customer service on a daily basis and display a desire to exceed expectations with every interaction between the College’s New Hires, Employee Transfers, Promotional Advancements, and all departments within the college to create an extraordinary, collaborative onboarding experience.

Driven by a culture of achievement and vision for transforming lives, the College values outstanding service and 100% success for SPC employees. The onboarding process involves a series of onboarding events which will be led, monitored and facilitated by the Onboarding Concierge to provide foundational support and resources for new employees during their initial and transitional period of change.

The Onboarding Concierge will create an onboarding experience that will allow new employees to adjust to the performance expectations and social aspects of their jobs so they can quickly become productive, contributing members of the college while achieving a high level of satisfaction and performance in their new jobs. Responsibilities include conceptualization of onboarding elements and continuous evaluation of the effectiveness of the onboarding experience to identify and recommend any necessary corrections/modifications for improvement. 

The Onboarding Concierge will orchestrate the new employee’s onboarding flow of critical events and instruct the employee on how to access the automated status of each event as he/she moves through the onboarding process.

Compensation: $46,226.34 - $64,716.88

Requirements:

Education:

Associates degree.

Experience:

6 years of customer service experience.

Knowledge:

  • Proficiency in superior customer service sufficient to provide and deliver professional, helpful, high quality service and assistance to achieve desired,expressed and unarticulated optimal results;
  • Demonstrated ability to lead, coach and motivate a team to optimal performance for special and ongoing projects;
  • Ability to analyze a problem and recommend appropriate solutions based on knowledge of job and college procedures;
  • Strong ability to assess a situation, show good judgment, and be consistently trustworthy and reliable;
  • Ability to effectively present information in one-on-one and small group situations; 
  • Human resources principles and practices;
  • Customer service principles;
  • Training principles and practices in assigned area of responsibility;
  • Needs analysis methods;
  • Curriculum development principles and practices;
  • Program and project development principles and practices;
  • English language, grammar, and punctuation;
  • Applicable local, state and federal laws, rules, and regulations;
  • Computers and related software applications.

Skills:

  • Excellent communication skills - including written and verbal to convey enthusiasm, present ideas clearly, concisely, and professionally;
  • Interpersonal skills – effectively listens to and collaborates with others, presents self in professional manner with the ability to positively interact with all levels of organization and outside contacts;
  • Project management skills – capability to achieve operational objectives by contributing information and recommendations; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change; managing multiple tasks and deadlines;
  • Must be detail oriented, resourceful with excellent follow-through skills;
  • Strong functional/productivity computer skills – including all Microsoft Office software programs and other college enterprise systems software;
  • Facilitating educational sessions;
  • Developing curriculum;
  • Developing customized training plans;
  • Presenting training topics;
  • Conducting needs analysis;
  • Evaluating learning;
  • Managing projects;
  • Preparing educational materials;
  • Providing customer service;
  • Using a computer and related software applications;
  • Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

Physical:

  • Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
  • Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

License:

None.

Responsibilities:

The Onboarding Concierge is responsible for leading the execution of the onboarding plan in conjunction with the onboarding team comprised of:

  • The Technology Support Coordinator who is responsible for procuring and setting up the    new employee’s desktop computer and any other technology (including training) the new employee needs to succeed in his or her job. 
  • The Campus Representative who is responsible for providing the proper work environment for the new employee.  This includes checking office space, furniture, and supplies, and ensuring the new employee has what he or she needs to succeed.  The Campus Representative will also be responsible for providing building and office access by having the necessary keys made and coordinating for a security badge for the new employee.  All of these items must be ready to give to the new employee on the first day of employment at SPC.
  • The HR Success Coach who is responsible for coaching, supporting and training supervisors to positively impact employee success, and tracking the new employee’s growth and success at SPC.  This includes providing a learning plan of subjects the new employee should learn as he or she transitions into his or her job.  The HR Success Coach will be assessing job performance and helping to manage expectations and outcomes between the new employee and his or her supervisor.
  • The Onboarding Concierge will be coordinating with the new employee’s Supervisor in developing a personalized and written onboarding plan including expectations of the new employee and performance outcomes. 

The Onboarding Concierge may be conducting individual employee and team needs analysis, developing action plans to accomplish goals, and diagnosing key performance indicators to address performance issues.

Other team members and tasks may be added as needed.

 

 

Equal Access/Equal Opportunity

The Board of Trustees of St. Petersburg College affirms its equal opportunity policy in accordance with the provisions of the Florida Educational Equity Act and all other relevant state and federal laws, rules and regulations. The college will not discriminate on the basis of race, color, ethnicity, religion, sex, age, national origin, marital status, pregnancy, sexual orientation, gender identity, genetic information, or against any qualified individual with disabilities in its employment practices or in the admission and treatment of students. Recognizing that sexual harassment constitutes discrimination on the basis of sex and violates this Rule, the college will not tolerate such conduct. Should you experience such behavior, please contact Dr. Devona Pierre, Executive Director, Organizational Culture and Engagement/Title IX Coordinator at 727-341-3261; by mail at P.O. Box 13489, St. Petersburg, FL 33733-3489; or by email at eaeo_director@spcollege.edu.