[Hiring] Student Central Virtual Services Representative @Community College of Baltimore County

Role Description

The purpose of this class is to provide friendly, courteous, and patient frontline call center chat and text services including support to students and the college community. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services.

• Provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base.
• Works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation.

Qualifications

• Associates degree or 60 transferable college credits with two (2) years of experience, or High School diploma/GED with four (4) years of experience working with students or customers in a service-oriented environment.
• Experience providing customer support in a high-volume telephone-based environment.
• Excellent customer service skills with the ability to respond to inquiries efficiently, professionally, and courteously.
• Proficiency in using student or organizational information systems for accessing and updating student records.
• Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred.
• Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues.
• Bachelor’s degree preferred.
• Bilingual skills preferred.

Requirements

• Assist and provide information daily to students, faculty, administrators, and the college community by email, and primarily on the telephone.
• Provide day-to-day processing of enrollment related paperwork.
• Resolve and troubleshoot problems in daily processing of service requests related to areas including enrollment, course selection, and refunds.
• Process, prepare, and validate student documents relating to all aspects of the enrollment process.
• Audit and/or verify student records and research and resolve discrepancies.
• Facilitation of efficient process and data management of student enrollment records.
• Serve as essential staff for the College Community to ensure business continuity.

Benefits

• Provide virtual services through phone, chat, text, and email support for all CCBC students, faculty, and staff.
• Facilitate simultaneous high call volume and student information updates.
• Assist prospective students with their admission application and resolving questions related to admissions.
• Guide new admits through the enrollment process.
• Triage student questions to ensure advising appointments are only scheduled when necessary.
• Ensure students are connected with their assigned academic advisor and schedule follow-up appointments as necessary.
• Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options.
• Educate students about the benefits and requirements for federal and state financial aid.
• Utilize Banner SIS for student registration by assisting students with course selection and registration processes.
• Collaborate effectively with colleagues in various departments to enhance service delivery.
• Document interactions with students accurately and thoroughly in Element451 CRM.
• Participate in software, process, and skill training and professional development.
• Ensure service delivery standards are met as set by Quality Assurance & Intake Management.
• Provide technical support to students to facilitate account recovery.