Call Center Enrollment Support Specialist

Virginia's Community College System; Richmond (VA); Sur place; USD 44 000 - 49 000; Plein temps

Résumé du poste

Germanna Community College in Fredericksburg, VA, seeks a full-time Call Center Enrollment Support Specialist to serve as the primary contact for current and prospective students, employees, and partners, providing accurate, timely enrollment information.

The specialist aids access, enrollment, retention, and success by resolving inquiries, escalating issues, and improving customer service and operations in line with the college's mission and values.

Qualifications

• Experience in Enrollment Services or related student support in higher education.
• Proficiency in Microsoft Office and student information systems.
• Strong analytical and problem-solving skills.
• Excellent customer service and communication in a fast-paced environment.
• Ability to manage multiple priorities and meet deadlines.
• Maintain confidentiality and exercise discretion.
• Ability to learn and use multiple technology platforms.

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

Communication skills

Analytical thinking

Problem solving

Time management

Organizational skills

Discretion

Outils

PeopleSoft

Banner

Navigate

CRM systems

Salesforce

Microsoft Office

Description du poste

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.

Germanna Community College is seeking a full-time Call Center Enrollment Support Specialist to join the Enrollment Services team at the Fredericksburg Area Campus. This position serves as a primary point of contact for current and prospective students, employees, and community partners by providing accurate, consistent, and timely information regarding enrollment-related processes and services.

The specialist supports student access, enrollment, retention, and success by resolving complex inquiries, serving as an escalation resource, and contributing to the continuous improvement of customer service and operational efficiencies in alignment with the mission and values of Germanna Community College.

The Call Center Enrollment Support Specialist plays a critical role in creating a seamless and positive student experience throughout the enrollment journey, from initial inquiry through successful registration and enrollment.

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.

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.