LAKESHORE'S MISSION:
Transform individuals to strengthen our communities through innovative and accessible learning.

SHIFT:  Monday-Friday, 20-32 hours dependent upon the time of year.  

LOCATION:  Lakeshore Technical College - Cleveland, Wisconsin

POSITION SUMMARY: The Academic Peer Mentor provides a welcoming face to the Academic Support & Tutoring area by providing exceptional customer service to all students who seek our services. This front-facing role would be the first-person students, faculty, and staff will meet for those who enter the area, in addition to, greeting students and triaging the need/issue to the correct Academic Support and Tutoring staff member, taking phone calls from students, staff and/or faculty members and relaying the message to the correct Academic Support and Tutoring staff member, and responding to emails from the Academic Support & Tutoring inbox. The Academic Peer Mentor does not provide answers to student homework assignments but will work with students to model problem solving strategies and explain course-specific concepts in compliance with academic integrity standards.

REASONABLE ACCOMMODATIONS/ADA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS (Other duties may be assigned):

(100%) Direct Student Support and Follow Up

• Greet students, staff, and faculty in the Academic Support & Tutoring area.
• Triage student needs or concerns to the correct Academic Support and Tutoring staff member.
• Maintain an “everybody can succeed” philosophy, and advocate for student needs. Provide support and assistance to students in accessing computer programs such as MyMathLab, LTC’s Learning Management System (Blackboard), Office 365, and other course technologies used as a learning and effective communication tool.
• Take phone calls from students, staff, and/or faculty and relay the message to the correct Academic Support and Tutoring staff member.
• Be punctual, patient, and able to explain things simply and set goals and objectives for students, as needed.
• Must be a good listener and be able to communicate effectively.
• Respond to emails from the Academic Support & Tutoring inbox.
• Enter student appointments and notes into Navigate and/or Microsoft Teams.
• Support students holistically to enable independent success in their studies.
• Follow up on student referrals to connect students to appropriate supports and motivate students to participate in study sessions or drop-in hours to complete coursework successfully.
• Advocate for student needs.
• Utilize appropriate technologies to deliver support and to contact and maintain communication with appropriate staff, faculty, and students.
• Work collaboratively and communicate with faculty, Student Services staff, and others to ensure student success and program success.  
• Promote a positive image of LTC both internally and externally.
• Provide an exceptional customer service experience to both internal and external customers throughout every interaction. Other duties as assigned.
• Complete trainings for professional development opportunities.

TECHNOLOGY SKILLS:

• Working knowledge of MS Office 365. Navigate, Blackboard and Cisco Phone system desired. 
• Working knowledge of utilizing and searching the Internet.
  

OTHER KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be customer-focused, accurate, and possess excellent communication and organizational skills.
• Attention to detail and ability to carry out instructions furnished in written, oral, and diagram form are a must.
• Required skills include proficiency in spelling, grammar, and proof reading; skilled in typing/keyboarding.
• Ability to work with and maintain confidential information.
• Must be dependable and professional.
• Exemplify college values in all staff and student interactions, as well as services delivered.
• Ability to establish and maintain effective working relationships and relate successfully with staff, students, and people of diverse cultural, social, or educational backgrounds.
• Fluent, bilingual individual is beneficial.

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent. Must be currently enrolled in classes at Lakeshore Technical College. Prefer a first-year student with a cumulative GPA of 2.5 and a preferred GPA of 3.0 or higher.
• Previous work experience in a customer service-related field is required.
• Knowledge of the scope and nature of programs and courses offered by the college.

CERTIFICATIONS, LICENSURE, REGISTRATION:

• None

PHYSICAL DEMANDS/WORK ENVIRONMENT:
•    While performing the duties of this job, the employee is regularly required to sit and talk or hear.
•    The employee frequently is required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. 
•    The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
•    The employee must occasionally lift and/or move up to 25 pounds. 
•    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
•    Work environment may require multi-tasking.  
•    The noise level in the work environment is usually moderate. 

CONDITION(S) OF EMPLOYMENT:

• Employment conditional on completion of a Background Information Disclosure (BID) with the results acceptable to the College.
• Student success always comes first and it is expected that the student maintains average grades while employed. Failure to do so may result in their student help position being discontinued.
• Students must be active and enrolled in a minimum of 6 credits per semester and/or enrolled in an academic program.

This job description is designed to cover the basic functions of the job and is not considered a detailed description of every job duty that is required, other duties may be assigned as needed. Duties, responsibilities, and activities may change at any time with or without notice to ensure the successful delivery of organizational objectives.