Student Central Virtual Services Representative
About the role
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. Provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services. This position 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, ensuring a seamless and customer-service-oriented experience.
Responsibilities
- 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 enrollment, course selection and refunds.
- Process, prepare and validate student documents relating to all aspects of the enrollment process.
- Process mail and handle inquiries from internal and external sources to facilitate efficient office operations.
- Audit and/or verify student records; research and resolve discrepancies.
- Facilitate efficient process and data management of student