Virtual Service Representative (Call Center, on site) - Part Time

The Chronicle Of Higher Education, Inc.; Baltimore (MD); On-site; USD 28,000 - 39,000; Part time

Benefits offered by this job

Free parking

Sick and safe leave

403(b) and 457(b) retirement plans

Job summary

CCBC is seeking an enrollment specialist to provide friendly, patient frontline call center, chat, and email support for students and the college community. You will use Banner SIS, Element451 CRM, and queue systems to guide applicants from admission through enrollment, balancing accuracy with warm service.

Responsibilities include handling high call volumes, processing enrollment paperwork, updating records, advising on financial aid, and coordinating with multiple offices to ensure a smooth

Qualifications

• Associates degree or 60 transferable credits with two years’ experience in a service environment.

Responsibilities

• Assist students and campus community by phone, email, and chat.
• Process enrollment-related paperwork.
• Resolve enrollment and payment questions and discrepancies.
• Update student records in Banner SIS and Element451.
• Use SARS Anywhere or other queuing system for appointments.
• Escalate issues to appropriate departments.
• Maintain data confidentiality and compliance.

Skills

Call center experience

CRM tools (Element451)

Banner SIS

Queue management systems

Knowledge base familiarity

Microsoft Office

Education

Associates degree or 60 transf. credits

High School diploma/GED with 4+ years experience

Bachelor’s degree preferred

Tools

Banner SIS

Element451 CRM

SARS Anywhere / queue system

Job description

Class Description

The purpose of this class is to provide friendly, courteous, andpatient frontline call center chat and text services includingsupport to students and the college community. Providescomprehensive support across various campus services, utilizingtechnical platforms such as Banner SIS, Element451 CRM, queuemanagement systems, and the TDX knowledge base to enhance servicedelivery, including but not limited to admissions, financial aid,registration, and student accounts. This role focuses on deliveringexceptional customer service and creating a seamless experience forstudents navigating essential and other college-related services.This position works with prospective, admitted, and currentstudents to provide detailed information about and help with allstudent services processes from admission through enrollment andapplying for graduation, ensuring a seamless andcustomer-service-oriented experience.

Minimum Requirements

Associates degree or 60 transferable college credits with two (2)years of experience, or High School diploma/GED with four (4) yearsof experience working with students or customers in aservice-oriented environment. At least three (3) years of callcenter experience. This call center experience must includemanaging a high volume of inbound and outbound calls. Must be ableto understand and respond to inquiries promptly with friendly,courteous and patient communication understandable to allcallers.

Proficiency in using student or organizational information systemsfor accessing and updating student records, customer relationshipmanagement (CRM) tools for tracking student engagement andoutreach, queue management systems for managing student serviceflow, and knowledge base platforms for providing accurate andtimely information to students. Familiarity with Microsoft Office(Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strongtechnical aptitude with the ability to navigate multiple digitalplatforms, interpret data, and troubleshoot common system issues.Bachelor’s degree preferred. Bilingual skills preferred.

Class Specific Essential Duties

When speaking with students, faculty, staff, business partners andreferring agencies/organizations, by phone, in person or email, theenrollment specialist must:

1. Assist and provide information, daily to students, faculty,administrators and the college community by email, and primarily onthe telephone.
2. Provide day to day processing of enrollment relatedpaperwork.
3. Resolve and troubleshoot problems in daily processing ofservice requests related to areas including enrollment, courseselection and refunds.
4. Process, prepare and validate student documents relating to allaspects of the enrollment process.
5. Process mail and handle inquiries from internal and externalsources to facilitate efficient office operations.
6. Audit and/or verify student records. Research and resolvediscrepancies.
7. Facilitation of efficient process and data management ofstudent enrollment records.
8. Serve as essential staff for the College Community to ensurebusiness continuity.

Essential Job Duties are intended to be examples of duties and arenot intended to be all inclusive. There will be other duties asassigned.

Position Specific Essential Duties

1. Provide virtual services through phone, chat, text and emailsupport for all CCBC students, faculty, and staff utilizingin-depth knowledge of admissions, bursars, registrar, and financialaid to provide accurate information and support.
2. Facilitate simultaneous high call volume and studentinformation updates.
3. Assist prospective students with their admission applicationand resolving questions related to admissions, and their journeywith CCBC.
4. Guide new admits through the enrollment process.
5. Triage student questions to ensure advising appointments areonly scheduled when necessary, utilizing an appointment system suchas SARS Anywhere, Element451 CRM, or another queuing system.Resolve questions quickly when possible, and assign the appropriateadvisor for appointments when needed. Ensure students are connectedwith their assigned academic advisor and schedule follow-upappointments as necessary.
6. Ensure student’s records are accurate within Banner SIS andElement 451 CRM and assisting them with updating their records asneeded.
7. Utilize the student information system, Banner, to analyze andclarify student accounts, financial aid packages, and paymentoptions, ensuring students receive clear and actionable informationto complete their financial aid processes and accept awards.
8. Educate students about the benefits and requirements forfederal and state financial aid and helping them apply for aid viathe FAFSA.
9. Utilize Banner SIS for student registration by assistingstudents with course selection, registration processes, andensuring accurate enrollment data. Use Banner Xtender to scan,index, and manage student records, ensuring all documents areproperly filed and easily accessible for future reference, whilemaintaining data integrity and confidentiality.
10. Solve problems that the student has related to enrollment,payment, retention, and graduation processes.
11. Navigate confidential student information across multiplesystems, ensuring compliance with relevant regulations and privacystandards.
12. Collaborate effectively with colleagues in Instruction, Student& Academic Affairs, Student Finance, and Enrollment Services,facilitating smooth interactions between students and otherdepartments to enhance service delivery.
13. Document interactions with students accurately and thoroughlyin Element451 CRM, tracking and maintaining records of inquiries,responses, and any follow-up actions taken.
14. Escalate queries and concerns as necessary to ensure timelyresolution and effective support for students.
15. Participate in software, process, and skill training andprofessional development. This includes, but is not limited tolocal, state, and federal compliance regulations. Attend, andoccasionally lead, job specific workshops, conferences, trainings,and other professional development opportunities.
16. Ensure service delivery standards are met as set by QualityAssurance & Intake Management.
17. Provide technical support to students to facilitate accountrecovery.

CCBC Part Time Benefits At A Glance

BENEFIT SUMMARY

Supplemental (Retirement Annuities) 403(b) and 457(b)

• Tax-sheltered annuities – 403(b). Payroll salary reductionauthorization is needed. The form is available on SharePointForms/Human Resources Forms.
  The 403(b) supplemental retirement plan is available to all CCBCemployees (Adjunct Faculty, Part Time Associates and Full Timeemployees).
• Roth 403(b) is a savings feature that is available when youopen a 403(b) account. The Roth 403(b) savings feature allowsemployees to contribute after-tax dollars and then withdrawtax-free dollars from their account upon retirement. The Roth403(b) savings feature is only offered by the following vendors:TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, PartTime Associates and Full Time employees are eligible to save forretirement using the Roth 403(b) savings feature. Employees maycontribute traditional pre-tax 403(b) dollars and Roth 403(b)post-tax dollars simultaneously. The savings limits are combinedfor the Traditional 403(b) and the Roth 403(b) contributions.
• Deferred Compensation Plan — 457(b) offered through VOYAFinancial Advisors, Inc. The 457(b) salary reduction authorizationform is needed. The form is available on SharePoint Forms/HumanResources Forms.

Parking

Free. Must obtain a parking permit from the Department of PublicSafety to use on all campuses.

Sick and Safe Leave

CCBC is pleased to offer paid sick and safe leave for part-timeemployees. Paid sick and safe leave is earned by all part-timeemployees including credit and non-credit adjunct faculty,part-time associates and other part-time employees.