Student Information Representative (Part-time) - Staff Pool

Houston City College; Houston (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

Houston Community College is seeking a customer service representative to provide guidance and support to current and prospective students. The ideal candidate will manage inquiries through phone, email, and social media, assisting with admissions, registration, and financial aid processes.

A high school diploma is required, with at least three years of customer service experience. An associate's degree and higher education call center experience are preferred. This role is crucial for improving the overall student service experience.

Qualifications

• Minimum three years in customer service or high volume call center.
• Six months in high volume call center in higher education preferred.

Responsibilities

• Provide information and customer service to students.
• Manage inbound and outbound communications for admissions.
• Assist students with application and enrollment processes.
• Educate students on financial aid processes.

Skills

Excellent oral and written communication skills

Strong interpersonal and customer service skills

Ability to effectively multi-task

Proficiency in computer applications (Microsoft Office, databases)

Knowledge of contact center technologies

Education

High school diploma or GED equivalent

Associate's degree preferred

Job description

THE ORGANIZATION

Houston Community College (HCC) is composed of 14 Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country’s largest singly‑accredited, open‑admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.

THE TEAM

Play a central role at HCC as you keep our everyday operations running like clockwork. You’ll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you’ll be part of a dynamic team that not only provides HCC students with cutting‑edge academic and career tools, it also takes care of its people.

SUMMARY

Provide customer service via phone, email, social media (Facebook and Twitter) and live chat. Provide general information about admissions, registration, academic and workforce programs, financial aid, and other student service related questions. Assess caller’s needs and provide relevant information and resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide college‑wide information and customer service to current, prospective and returning students. Manage inbound and outbound communications to include recruitment and retention efforts. Assist students with processes and procedures related to admissions, testing, registration, financial aid, etc. Provide information and answer questions related to the application and enrollment process, transcript requests/submissions, and enrollment verification. Assist students with the resolution of problems (i.e. holds, information regarding general complaint process, grade appeal process, etc.). Assist students with accessing on‑line resources (i.e. HCC web, student PeopleSoft account to include financial account, payment plan, financial aid status, on‑line registration, class schedules, academic advising report, etc.). Provide frequent feedback and updates to maintain the knowledge base. Provide recommendations to enhance the overall on‑line student service experience. Inform students of process to apply for graduation, including requirements, deadlines, and graduation application process. Provide relevant and up to date information regarding HCC commencement ceremony and student participation. Provide general financial aid information to current and future students, to include application status, award amounts, outstanding balances and documentation status. Update financial aid students on general “to do list” items and missing/required documentation. Educate students on the application process regarding grants, loans and scholarships. Direct students to information available on the web (i.e. forms, deadlines, disbursement calendar, scholarship opportunities, etc.). Keep current with college‑wide programs, activities, and initiatives. Report findings and frequently share updates with appropriate staff. Provide resource information to customers and refer as needed (i.e. VA, International, Disability Services, Distance Education, Customer Support Services, Admissions, Campus Operation, Marketing and Communications). Utilize phone system to document inquiries (i.e. services rendered).

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

EDUCATIONHigh school diploma or GED equivalent required. Associates degree preferred.

EXPERIENCEAt least three (3) years of experience in a customer service and/or high volume call center setting. Minimum of six (6) months of the high volume call center experience in higher education is preferred.

KNOWLEDGE, SKILLS, AND ABILITIESExcellent oral and written communication skills. Strong interpersonal and customer service skills. Ability to effectively multi‑task. Proficiency in computer applications (i.e. Microsoft Office, databases, etc.). Knowledge of contact center technologies (i.e. phone, chat, email, social media communications etc.). Effective oral and written communication skills to interact with a diverse population.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. EMPLOYEES WILL BE REQUIRED TO FOLLOW ANY OTHER JOB‑RELATED INSTRUCTIONS AND TO PERFORM ANY OTHER JOB‑RELATED DUTIES REQUESTED BY THEIR SUPERVISOR.

THIS JOB DESCRIPTION MAY BE REVISED UPON DEVELOPMENT OF OTHER DUTIES AND CHANGES IN RESPONSIBILITIES.

EEO STATEMENT

Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status. Individuals with disabilities, who require special accommodations to interview, should contact (713) 718‑8565.