Workforce Specialist (Front Desk)

Tidewater Community College has served South Hampton Roads – both students and employers – for 50 years. It has grown from 1 campus into a regional educational and economic force. TCC is the largest provider of higher education and workforce services in Hampton Roads, enrolling nearly 28,000 students in 2019-20. Founded in 1968 as a part of the Virginia Community College System, Tidewater Community College (TCC) services South Hampton Roads with 4 campuses in Chesapeake, Norfolk, Portsmouth, and Virginia Beach, 7 regional centers and 2 important cultural institutions.

About the role

The Workforce Specialist is a full-time position responsible for connecting with and assisting individuals who inquire about Workforce (WFS) programs to support their onboarding and enrollment processes. This role plays a key role in bringing new students into WFS programs and providing excellent customer service and knowledge of WFS enrollment, registration, and intake. The Workforce Specialist will capture appropriate WFS data on outreach, student communications, retention support, enrollment session records, and other interactions.

This position supports the creation of courses and classes for Workforce Solutions’ database system, assists in student registration including payments and refund functions, and may perform functions related to bank deposits, room use management, office supply inventory management, and purchasing of program materials. The position also provides receptionist/clerical duties and serves as the first impression of the department for all callers and visitors.

This is a restricted funded position.

Responsibilities

• Connect with potential students to accurately explain program offerings and provide registration and enrollment support.
• Make outbound calls to prospective students who have expressed an interest.
• Collect and process paperwork for FastForward, FANTIC, & G3, and ensure domicile status of students.
• Update official student records as needed.
• Coordinate with appropriate WFS staff for student cancellations, refunds, transfer classes, class additions, changes, and cancellations.
• Ensure the security, confidentiality, and integrity of student academic records and transcript data in compliance with college policies and state standards.
• Address customer service questions in person, over the telephone, and through email regarding classes, schedules, pricing, discounts, refunds, and other college operations.
• Provide excellent customer service to potential students through consistent and effective outreach and follow-up.
• Attend all required department meetings and training sessions.
• Accurately account for all inquiries and admissions activity, complete daily activity reports.
• Interact with students, faculty, employers, public, and other divisions within the college.
• Ensure that all necessary documents and forms are completed accurately and in a timely manner.
• Keep all required reports current and accurate.
• Perform other duties as assigned, including special projects and assisting in emergencies as required.

Requirements

• Excellent customer service skills, including the ability to effectively follow up and follow through.
• Effective oral and written communication skills.
• Effective problem-solving skills.
• Strong organizational skills with the ability to multitask, prioritize, and successfully meet guidelines while managing multiple projects.
• Ability to maintain confidentiality of work-related information and materials.
• Ability to interpret and apply policy and procedures to a variety of processes.
• Ability to prioritize workload, anticipate and meet deadlines, and respond to changing priorities.
• Proficient in the use of technology, including Teams, ZOOM, Outlook, Microsoft Office, and Google Docs.
• Demonstrated ability to work effectively both independently and as part of a team.

Additional Considerations

• Work experience in a community college setting.
• Knowledge of VCCS academic and workforce programs.
• Knowledge of available financial aid and scholarship information.
• Experience working with racially, ethnically, economically, and age-diverse individuals.
• Experience in an office environment with a high volume of work.

Pay

$40,000 - $47,000, commensurate with experience.

Schedule

Monday through Friday from 8:30am to 5:00pm.