Call Center Enrollment Support Specialist

Germanna Community College; Fredericksburg (VA); Sur place; USD 44 000 - 49 000; Plein temps

Résumé du poste

Germanna Community College seeks an Education Support Specialist II to provide comprehensive enrollment assistance across admissions, onboarding, and financial aid. You will handle inquiries via phone, email, chat, and in person, guiding students through several enrollment steps and ensuring accurate data entry in the CRM and student information systems.

The role requires strong customer service, organizational skills, and the ability to apply policies in a fast-paced environment.

Qualifications

• Experience in Enrollment Services, Admissions, customer service, or a related student support role within higher education.
• Proficiency in Microsoft Office, data management systems, and student information systems such as PeopleSoft, Banner, Navigate, or similar platforms.
• Strong analytical, problem-solving, and decision-making skills with the ability to interpret and apply policies, procedures, and guidelines.
• Excellent customer service and communication skills, with the ability to provide clear, accurate, and professional information in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines.
• Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive or stressful situations with professionalism and discretion.
• Ability to independently analyze issues and apply sound judgment to resolve complex customer needs.
• Strong verbal and written communication skills.
• Demonstrated ability to learn and effectively use multiple technology platforms simultaneously.

Responsabilités

• Provide exceptional customer service and enrollment support through phone, email, chat, text, and in-person interactions.
• Guide students through admissions, onboarding, registration, financial aid, and other enrollment processes.
• Conduct outreach and follow-up to support students from inquiry through enrollment.
• Resolve complex inquiries, troubleshoot enrollment barriers, and serve as an escalation resource.
• Interpret and apply college, VCCS, and state policies to provide accurate information and guidance.
• Connect students with appropriate campus resources and support services.
• Maintain accurate records in CRM and student information systems while ensuring compliance with FERPA and related regulations.
• Collaborate with campus partners to improve services, support student success, and assist during peak enrollment periods.

Connaissances

Customer service

Enrollment Services

Data management

Policy interpretation

Communication

Outils

PeopleSoft

Banner

Navigate

Salesforce

Description du poste

Please see Special Instructions for more details.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.

Posting Details

Working Title: Call Center Enrollment Support Specialist

Role Title: Education Support Spec II

Role Code: 29143-SW

FLSA: Nonexempt

Pay Band: 03

Position Number: 29700015

Agency: Germanna Community College

Division: Germanna Community College (Div)

Work Location: Spotsylvania - 177

Hiring Range: $44,392-$49,325 annually plus full state benefits

Emergency/Essential Personnel: No

EEO Category: 5-Paraprofessionals

Full Time or Part Time: Full Time

Does this position have telework options -Telework options are subject to change based on business needs-:

Does this position have a bilingual or multilingual skill requirement or preference?:

Work Schedule: Monday-Friday: 8am-4:30pm Or as scheduled

Sensitive Position: No

Job Description: Germanna Community College is a public, open access institution of higher education in the Virginia Community College System. The College is a dynamic learning organization that serves as a regional leader and preferred partner where quality learning experiences enable students to participate effectively in the social, economic, political, intellectual, and cultural life of their communities. Germanna Community College is centrally located in Fredericksburg, VA between Washington D.C. and Richmond and between the Blue Ridge mountains and the Chesapeake Bay. Full of history, the area offers a community rich with diversity, the arts, technology, vineyards, hiking, canoeing/kayaking and many other activities.

Duties and Responsibilities

• Provide exceptional customer service and enrollment support through phone, email, chat, text, and in-person interactions.
• Guide students through admissions, onboarding, registration, financial aid, and other enrollment processes.
• Conduct outreach and follow-up to support students from inquiry through enrollment.
• Resolve complex inquiries, troubleshoot enrollment barriers, and serve as an escalation resource.
• Interpret and apply college, VCCS, and state policies to provide accurate information and guidance.
• Connect students with appropriate campus resources and support services.
• Maintain accurate records in CRM and student information systems while ensuring compliance with FERPA and related regulations.
• Collaborate with campus partners to improve services, support student success, and assist during peak enrollment periods.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's/Required Qualifications

Experience in Enrollment Services, Admissions, customer service, or a related student support role within higher education. Proficiency in Microsoft Office, data management systems, and student information systems such as PeopleSoft, Banner, Navigate, or similar platforms. Strong analytical, problem-solving, and decision-making skills with the ability to interpret and apply policies, procedures, and guidelines. Excellent customer service and communication skills, with the ability to provide clear, accurate, and professional information in a fast-paced environment. Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines. Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive or stressful situations with professionalism and discretion. Ability to independently analyze issues and apply sound judgment to resolve complex customer needs. Strong verbal and written communication skills. Demonstrated ability to learn and effectively use multiple technology platforms simultaneously.

Additional Considerations

Experience working in higher education, enrollment services, admissions, student services, or a contact center environment. Experience using CRM and student information systems, such as EAB Navigate, Salesforce, or similar platforms. Demonstrated ability to work independently and collaboratively while providing excellent service to diverse students and community populations. Strong problem-solving, communication, and relationship-building skills. Experience training, mentoring, or serving in a lead role. Experience with, or willingness to learn, artificial intelligence (AI) tools and emerging technologies. Bilingual proficiency consistent with institutional and community needs (Spanish preferred).

Operation of a State Vehicle

No

Supervises Employees

No

Required Travel

Travel between campuses can be required.

Posting Number

CLS_4807P

Recruitment Type

General Public - G

Number of Vacancies

1

Position End Date (if temporary)

Job Open Date

10/13/2026

Job Close Date

10/27/2026

Agency Website

www.germanna.edu

Contact Name

Joshua Cave

Email

[e-mail]

Special Instructions to Applicants

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

Background Check Statement Disclaimer

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO Statement

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.

ADA Statement

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.

Quicklink for Posting

https://jobs.vccs.edu/postings/102125

Supplemental Questions

1. * I understand that this position is located in Virginia and I must reside within a reasonable commuting distance or be willing to relocate to ensure consistent, reliable attendance.
   • Yes
   • No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. Unofficial Transcripts
2. Alternative Hiring Process Letter
3. SF-50 (Documentation of involuntary separation from Federal Agency)