Virtual Services Representative (Call Center)

The Chronicle Of Higher Education, Inc.; Baltimore (MD); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Tuition assistance

Paid leave

Job summary

The Chronicle Of Higher Education, Inc. is seeking a dedicated call center support representative in Baltimore, Maryland. This role focuses on providing exceptional customer service to students and assisting them with enrollment processes. Candidates should have at least two years of experience in a call center environment and the ability to communicate effectively with diverse groups.

This position offers work hours from 9 am – 5 pm Monday to Thursday, and various benefits, including health insurance, retirement plans, and tuition assistance.

Qualifications

• At least two years of call center experience in a service-oriented environment.
• Ability to communicate in a friendly and patient manner.
• Proficiency in using CRM tools and information systems.

Responsibilities

• Assist with inquiries from students and faculty via phone, chat, and email.
• Process enrollment related paperwork and resolve service requests.
• Maintain accurate student records in Banner SIS.

Skills

Customer service

Call center experience

Technical aptitude

Bilingual skills

Education

Associates degree or 60 transferable college credits

High School diploma/GED with four years of experience

Tools

Banner SIS

Element451 CRM

Microsoft Office

Job description

Class Description

The purpose of this class is to provide friendly, courteous, and patient frontline call center chat and text services including support to students and the college community. It provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating college-related services. The position works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless, customer-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) years of experience working with students or customers in a service-oriented environment. At least three (3) years of call center experience, managing a high volume of inbound and outbound calls. Must be able to understand and respond to inquiries promptly with friendly, courteous, and patient communication understandable to all callers.

Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor’s degree preferred. Bilingual skills preferred.

Work Hours

9 am – 5 pm Monday – Thursday; 8:30 am – 4:30 pm Friday; and one weekday every other week 11 am – 7 pm.

Compensation

Compensation within the posted range is determined by a candidate’s education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.

Class Specific Essential Duties

1. Assist and provide information daily to students, faculty, administrators, and the college community by email, and primarily on the telephone.
2. Provide day‑to‑day processing of enrollment related paperwork.
3. Resolve and troubleshoot problems in daily processing of service requests related to enrollment, course selection, and refunds.
4. Process, prepare, and validate student documents relating to all aspects of the enrollment process.
5. Process mail and handle inquiries from internal and external sources to facilitate efficient office operations.
6. Audit and/or verify student records; research and resolve discrepancies.
7. Facilitate efficient process and data management of student enrollment records.
8. Serve as essential staff for the College Community to ensure business continuity.

Position Specific Essential Duties

1. Provide virtual services through phone, chat, text, and email support for all CCBC students, faculty, and staff utilizing in-depth knowledge of admissions, bursars, registrar, and financial aid to provide accurate information and support.
2. Facilitate simultaneous high call volume and student information updates.
3. Assist prospective students with their admission application and resolving questions related to admissions, and their journey with CCBC.
4. Guide new admits through the enrollment process.
5. Triage student questions to ensure advising appointments are only scheduled when necessary, utilizing an appointment system such as SARS Anywhere, Element451 CRM, or another queuing system. Resolve questions quickly when possible, and assign the appropriate advisor for appointments when needed. Ensure students are connected with their assigned academic advisor and schedule follow‑up appointments as necessary.
6. Ensure student’s records are accurate within Banner SIS and Element 451 CRM and assist them with updating their records as needed.
7. Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options, ensuring students receive clear and actionable information to complete their financial aid processes and accept awards.
8. Educate students about the benefits and requirements for federal and state financial aid and help them apply for aid via the FAFSA.
9. Utilize Banner SIS for student registration by assisting students with course selection, registration processes, and ensuring accurate enrollment data. Use Banner Xtender to scan, index, and manage student records, ensuring all documents are properly filed and easily accessible for future reference while maintaining 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 multiple systems, ensuring compliance with relevant regulations and privacy standards.
12. Collaborate effectively with colleagues in Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services, facilitating smooth interactions between students and other departments to enhance service delivery.
13. Document interactions with students accurately and thoroughly in Element451 CRM, tracking and maintaining records of inquiries, responses, and any follow‑up actions taken.
14. Escalate queries and concerns as necessary to ensure timely resolution and effective support for students.
15. Participate in software, process, and skill training and professional development, including local, state, and federal compliance regulations. Attend, and occasionally lead, job‑specific workshops, conferences, trainings, and other professional development opportunities.
16. Ensure service delivery standards are met as set by Quality Assurance & Intake Management.
17. Provide technical support to students to facilitate account recovery.

Benefits

• Health and Medical
  • CIGNA Open Access Plus (OAP)
  • CIGNA Open Access Plus In Network (OAPIN)
  • Kaiser
• Prescription Drug Benefits
  • CIGNA plans – included in Cigna Plan Medical Premiums
  • Kaiser – included in Kaiser Medical Premium
• Mental Health – Emotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre‑approved. Premium included in medical care plan.
• Dental Benefits
  • CareFirst Blue Cross/Blue Shield Regional Traditional
  • CareFirst Blue Cross/Blue Shield Regional Preferred
• Vision Benefits – NVA
• Flexible Spending Accounts
  • Health Spending Account – $2,600
  • Dependent Care (children under 13 and eldercare) – $5,000
• Term Life Insurance – MetLife
  • Employee Basic Life Insurance: 1× salary, minimum $50,000
  • Employee Supplemental Life Insurance available in multiples of $10,000, max $200,000
• Whole Life Insurance – Unum
  • Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum for full‑time employees, part‑time associates, and adjunct faculty.
  • Spouse and dependent coverage available.
• Accidental Death & Dismemberment – The Hartford: Individual or Family Coverage, premiums in multiples of $10,000, max $300,000.
• Long‑Term Disability – Pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium.
• Retirement Plans
  • Maryland State Teacher’s Pension System (7% contributory)
  • Optional Retirement Plan (non‑contributory)
  • Baltimore County Employees’ Retirement System (7% contributory)
• Retirement Annuities
  • 403(b) and 457(b) – Tax‑shielded annuities.
  • Roth 403(b) – Available via TIAA‑CREF and VOYA Financial Advisors.
  • 457(b) – Offered through VOYA Financial Advisors.
• Legal Services – Pre‑paid legal voluntary benefit for advice, consultation and representation for commonly used legal services.
• Credit Union – First Financial Federal Credit Union membership available to employees.
• Direct Deposit – Mandatory payroll direct deposit allowing employees control and flexibility of directing pay to different accounts.
• Employee Assistance Program (EAP) – Cigna Behavioral: Free personal advocates assisting you and household members to resolve any issues.
• Paid Leave – Academic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays.
• Tuition Assistance – Eligible full‑time employees may qualify for waiver or reimbursement programs; spouses and legal dependents up to age 22 eligible for reimbursement with proof of successful completion and a C or better grade.
• Academic Cash Award – Classified employees eligible for a lump sum award of $500 for completion of an unduplicated college degree.
• Mandated Federal Benefits – Workers’ Compensation, Unemployment Insurance, Social Security.
• Convenience Benefits
  • ATM machines available at each main campus
  • Check cashing with appropriate ID
  • Free Parking
  • Access to weight lifting facilities, swimming pool, and library