Virtual Student Support Agent

2 months ago

Norfolk, United States Tidewater Community College Full time

Posting Summary

**Working Title**
- Virtual Student Support Agent (2 positions)**Role Title**
- Admin and Office Spec III**Role Code**
- 19013-SW**FLSA**
- Nonexempt**Pay Band**
- 03**Position Number**
- 295W0980**Agency**
- Tidewater Community College**Division**
- Tidewater Community College (Div)**Work Location**
- Norfolk - 710**Hiring Range**
- $16.80 per hour, par time**Emergency/Essential Personnel**
- No**EEO Category**
- F-Admin Supp**Full Time or Part Time**
- Part Time**Does this position have a bilingual or multilingual skill requirement or preference?**

**Work Schedule**
- 29 hours per week. The office hours for these positions will vary.
- Hours will be scheduled from Monday through Thursday 8:30 am to 6:30 pm, Friday 8:30 am to 5 pm, and occasional Saturday hours 9 am -1 pm.**Sensitive Position**
- NoTidewater 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.
- Position Summary:- Functional Responsibilities:

- Inbound Call Customer Service:

- Provides remote customer service via telephone to prospective students and applicants to the college.
- Uses and reviews provided training handouts to provide accurate information to callers.
- Communicates with potential students and applicants in accordance with departmental customer service standards.
- Troubleshoots potential barriers to enrollment for students and new applicants
- Identifies prospects problem or inquiry and provides to the best of their ability an answer and/or a next step to move towards enrollment.
- Information Capture and CRM:

- Attempts to collect and track relevant contact information from all callers.
- Enters relevant information and logs all conversations into CRM software.
- Completes departmental training program for CRM best practices, and works with Salesforce CRM as daily system of record.
- Escalates calls that require higher skill level by opening a case in the CRM.
- Live Chat:

- Communicates with prospective students and students via a live chat portal on the college’s website.
- Conducts live chat correspondence absent of spelling or grammar errors, and in a manor consistent with departmental customer service standards.
- Provides information about the college and its programs to potential students chatting on the college website.
- Directs users to correct information in Public Knowledge base or public facing customer website.
Responds to prospective, new and current student inquiries, providing relevant customer service and sales information.- Outbound Calls:

- Proactively contacts prospective students and new applicants based on CRM defined criteria to encourage enrollment.
- Makes outbound telephone calls to encourage prospective students and applicants to take the next step towards enrollment under the direction of the Virtual Student Support Coordinator.**Special Assignments**

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

**KSA's/Required Qualifications**
- Demonstrated computer competency with database, spreadsheet and word processing programs, internet navigation and searches, and electronic mail.
- Customer service or sales experience in a client facing business environment.
- Demonstrated ability to solve problems.
- Ability to communicate effectively both orally and in writing as demonstrated in use of grammar, spelling, punctuation.
- Knowledge of effective customer service techniques.
- Must be able to work in a fast-paced, multiple responsibility environment providing superior customer service to a diverse population and while maintaining harmonious working relationships with coworkers.**Additional Considerations**
- Experience or training using the PeopleSoft Student Information System or another electronic student system.
- Experience or training using Salesforce or any other CRM (customer relations management) tool.
- Previous experience with customer service preferably in an educational setting

**Operation of a State Vehicle**
- No**Supervises Employees**
- No**Required Travel**
- N/APosting Detail Info

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