Enrollment Support Specialist (Call Center)

Germanna Community College; Fredericksburg (VA); On-site; USD 44,000 - 49,000; Full time

Job summary

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.

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.

Skills

Customer service

Enrollment Services

Data management

Policy interpretation

Communication

Tools

PeopleSoft

Banner

Navigate

Salesforce

Job description

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.