Workforce Specialist (Front Desk)

Tidewater Community College; Suffolk (VA); On-site; USD 40,000 - 47,000; Full time

Job summary

Tidewater Community College in Suffolk, VA is seeking a Workforce Specialist (Front Desk) to provide first impressions and essential front-line support for the Workforce Solutions team. The role covers student registration, payments and refunds, and clerical duties including records maintenance, scheduling, and coordinating with staff on class changes.

You will assist visitors and students and help resolve issues promptly.

Qualifications

• Excellent customer service skills; to include the ability to effectively follow up and follow through.
• Effective oral and written communication skills.
• Effective problem-solving skills.
• Strong organizational skills with the ability to multitask, prioritize, and successfully meet guidelines and manage multiple projects.
• Ability to maintain confidentiality of work-related information and materials.
• Ability to interpret and apply policy and procedures to a variety of processes.
• Ability to prioritize workload, anticipate and meet deadlines, and respond to changing priorities.
• Proficient in use of technology, including Teams, ZOOM, Outlook, Microsoft Office, and Google Docs.
• Demonstrated ability to work effectively both independently as well as part of a team.

Responsibilities

• Process paperwork for FastForward, FANTIC, and G3, and verify domicile status of student.
• Update official student records as needed.
• Coordinate with Workforce Solutions staff on cancellations, refunds, and transfer classes.
• Coordinate class additions, changes, and cancellations.
• Ensure the security, confidentiality and integrity of student academic records and transcript data in compliance with college policies and appropriate state standards.
• Address customer service questions in person, over the telephone, and through email, as it relates to classes, schedules, pricing, discounts, refunds, and other college operations to assist visitors and students.
• Provide excellent customer service to potential students through consistent and effective outreach and follow-up
• Make outbound calls to prospective students expressing an interest
• Provide registration and enrollment support
• Connect with potential students to accurately explain program offerings
• Attend all required department meetings and training sessions
• Accurately account for all inquiries and admissions activity associated with all inquiries, complete daily activity reports
• Interact with students, faculty, employers, public, and other divisions within the college
• Ensure that all necessary documents and forms are completed accurately and in a timely manner
• Keep all required reports current and accurate
• Other duties as assigned

Skills

Customer service

Communication

Problem solving

Organizational skills

Confidentiality

Policy interpretation

Prioritization

Tech proficiency

Teamwork

Job description

Title: Workforce Specialist (Front Desk)

Agency: Tidewater Community College

Location: Suffolk - 800

FLSA: Nonexempt

Hiring Range: $40,000 - $47,000, commensurate w/ experience.

Full Time or Part Time: Full Time

Additional Detail

Job Description

Tidewater Community College has served South Hampton Roads – both students and employers – for 50 years. It has grown from 1 campus into a regional educational and economic force. TCC is the largest provider of higher education and workforce services in Hampton Roads, enrolling nearly 28,000 students in 2019-20. Founded in 1968 as a part of the Virginia Community College System, Tidewater Community College (TCC) services South Hampton Roads with 4 campuses in Chesapeake, Norfolk, Portsmouth, and Virginia Beach, 7 regional centers and 2 important cultural institutions. The college had 3,203 graduates in 2019-2020, 40 percent of whom pursued degrees that would let them transfer to 4-year institutions. Of South Hampton Roads residents enrolled in higher education 36% enrolled at TCC. TCC’s institutional accreditation is affirmed through 2027 by the Southern Association of Colleges and Schools Commission on Colleges.

This position supports the creation of courses and classes for Workforce Solutions’ database system, assists in student registration including payments and refund functions. The position may perform functions related to bank deposits, room use management, office supply inventory management and the purchasing of programs materials for Workforce Solutions programs.

This position will also provide receptionist/clerical duties. This position is the first impression of the department for all callers and visitors. The goal is to make callers, students and visitors feel comfortable and valued while on our premises and to be a problem solver for students and staff. It requires the ability to assist with special projects, follow instructions, and meet deadlines.

• Collect and process paperwork for FastForward, FANTIC, & G3, and ensure domicile status of student
• Update official student records as needed.
• Coordinating with appropriate WFS staff for student cancellations, refunds, and transfer classes.
• Coordinate with appropriate WFS Staff on class additions, changes, and cancellations.
• Ensure the security, confidentiality and integrity of student academic records and transcript data in compliance with college policies and appropriate state standards.
• Address customer service questions in person, over the telephone, and through email, as it relates to classes, schedules, pricing, discounts, refunds, and other college operations to assist visitors and students.
• Provide excellent customer service to potential students through consistent and effective outreach and follow-up
• Make outbound calls to prospective students who have expressed an interest
• Provide registration and enrollment support
• Connect with potential students to accurately explain program offerings
• Attend all required department meetings and training sessions
• Accurately account for all inquiries and admissions activity associated with all inquiries, complete daily activity reports
• Interact with students, faculty, employers, public, and other divisions within the college
• Ensure that all necessary documents and forms are completed accurately and in a timely manner
• Keep all required reports current and accurate
• Other duties as assigned

This is a restricted funded position.

Minimum Qualifications

• Excellent customer service skills; to include the ability to effectively follow up and follow through
• Effective oral and written communication skills
• Effective problem-solving skills
• Strong organizational skills with the ability to multitask, prioritize, and successfully meet guidelines and manage multiple projects
• Ability to maintain confidentiality of work-related information and materials.
• Ability to interpret and apply policy and procedures to a variety of processes.
• Ability to prioritize workload, anticipate and meet deadlines, and respond to changing priorities.
• Proficient in use of technology, including Teams, ZOOM, Outlook, Microsoft Office, and Google Docs
• Demonstrated ability to work effectively both independently as well as part of a team

Additional Considerations

• Work experience in a community college setting
• Knowledge of VCCS academic and workforce programs
• Knowledge of available financial aid and scholarship information
• Experience working with racially, ethnically, economically and age diverse individuals
• Experience in an office environment with a high volume of work