Customer Service Representative
2 weeks ago
**Job Description**:
Texas State Technical College is tasked with contributing to the educational and economic development of the State of Texas through providing advanced technical programs. The Customer Service Representative position is crucial in assisting individuals interested in pursuing their education at TSTC by providing excellent customer service and supporting the offices of Enrollment Management. This position provides front line customer service
to students, prospective students, community members and assists enrollment management with its day to day operations. As an Enrollment Management team member, this position will seek knowledge of and pledges to actively engage in a Culture of Caring striving to respond systematically to student needs and remove barriers
that may prevent students from achieving their personal and professional goals. The effectiveness of this position will be determined through lead measures and goals focused on applicant to student conversion rates which contribute to enrollment goals for the Enrollment Management division and college as a whole. This position reports to the assigned leader at their campus and is responsible for upholding the policies and practices
consistent with the College mission and values of excellence, accountability, service and integrity.
Essential Functions
- Employee will demonstrate TSTC Core values of Excellence, Accountability, Service and Integrity with internal and external stakeholders, customers, students and members of the community.
- This position will contribute to the college’s outreach efforts by assisting individuals who have applied to TSTC become a student. Types of duties include but are not limited to:
- Maintain daily clerical responsibilities, which include, but are not limited to, answering phones, distributing messages, maintaining strong customer service, assisting visitors, preparing routine documents for Enrollment Management and may assist Student Recruitment.
- Prepares purchasing and/or travel requisitions and assists in coordinating the planning and preparations for department meetings/events/activities, if needed.
- May supervise student workers/work study students hired for Enrollment Management.
- Serves as the point person to connect potential recruitment walk-in tours with available on-campus recruiter or may perform the tour.
- Assist students with basic academic advising and course registration, degree planning, financial aid processes and procedures and provide referrals to other student resources utilizing technology when possible.
- Assist applicants and students with identifying college resources that will be able to assist them in being successful by implementing the Culture of Caring.
- Serves as a catalyst for the staff in developing improved work methods and procedures.
- This position will foster communication. Types of duties include but are not limited to:
- Communicate to applicants in a clear and concise manner, update comments and document all conversations in the appropriate area using assigned customer relationship management tools.
- Possess a general understanding of college policies, procedures, requirements, and effectively communicate them to applicants.
- Communicate with level II for guidance.
- Other duties as assigned
Education/Experience/Knowledge/Skills
- Minimum high school diploma with exceptional background. Associates degree or higher in appropriate field from an accredited college or university preferred.
- Minimum one year customer service experience. Experience in sales, recruiting, admissions, records, financial aid, outreach or a related field preferred.
- Skills in judgment and decision-making, problem solving.
- Ability to multitask.
- Abilities in problem identification.
- Knowledge of the applicable federal and state regulations governing areas related to the responsibilities of the position including the Federal Educational Rights and Privacy Act (FERPA) and ability to maintain strict confidentiality at all times.
- Ability to relate to individuals and groups of students.
- Ability to effectively, professionally, and tactfully interact and communicate, both orally and in writing with students, faculty, staff, and visitors. Skill in independently composing letters, memos, reports, and written communication materials using correct spelling, grammar, punctuation, composition, text editing, and proofreading skills.
- Skill in accurate record keeping with strict attention to detail. Skill in organizing tasks, documents and materials with efficiency and accuracy.
- Certifications: Must possess a valid Texas Driver’s license and be insurable by the State of Texas.
- Appropriate background check.
- This job description covers a position in which the percentage of time spent on the essential functions will vary based on the workload and will ultimately be determined by the supervisor.
- This position may occasionally require 5% or more availability to work beyond
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