Virtual Service Representative (Call Center, on site) - Part Time

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.

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 areas including 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 enrollment records.
• Serve as essential staff for the College Community to ensure business continuity.

Requirements

• 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.
• At least three (3) years of call center experience. This call center experience must include managing a high volume of inbound and outbound calls.
• Must be able to understand and respond to inquiries promptly with friendly, courteous and patient communication understandable to all callers.
• Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students.
• 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.

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.
• At least three (3) years of call center experience. This call center experience must include managing a high volume of inbound and outbound calls.
• Must be able to understand and respond to inquiries promptly with friendly, courteous and patient communication understandable to all callers.
• Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students.
• 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.

Skills

• Technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues.
• Customer service skills, including the ability to communicate clearly and patiently with diverse audiences.
• Ability to manage a high volume of calls and inquiries efficiently.
• Knowledge of Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base.
• Proficiency in using Microsoft Office applications.
• Ability to work independently and as part of a team.

Benefits

• CCBC Part Time Benefits at a Glance
• Supplemental (Retirement Annuities) 403(b) and 457(b) Tax-sheltered annuities – 403(b).
• Parking Free.
• Sick and Safe Leave.