Student Services Specialist I

General Statement of Job

The Student Services Specialist I facilitates call center services and provides Tier 1 phone support for general college information, admission, financial aid, program requirements, and enrollment inquiries for students, faculty, staff, and the community.

Specific Duties and Responsibilities

Specific Duties and Responsibilities

• Provides a positive, friendly and knowledgeable impression of the College utilizing excellent customer service.

• Oversees and serves as telephone operator for the South Texas College Call Center.

• Answers inbound calls in a timely manner to provide Tier 1 phone support, and escalates calls to the appropriate department, as needed.

• Connects with departments in the division of Student Affairs and Enrollment Management to remain updated in processes, practices, and policies that affect the student experience.

• Has general knowledge of admissions, financial aid, testing, advising, cashiers, and program requirements.

• Facilitates student complaints, issues, concerns, and inquiries received via phone.

• Helps prospective student callers complete the admission and financial aid applications, as needed.

• Has general knowledge of all South Texas College campuses to facilitate college calls.

• Oversees and provides training to work study and part-time employees.

• Provides feedback and recommendations regarding call center processes and initiatives.

• Monitors call volume, and calls in queue, to ensure appropriate staffing and service.

• Performs a wide variety of customer service, and interprets registration, admission, financial aid, program requirements, and general college information.

• Documents call notes and call outcome, as needed.

• Evaluates calls to provide appropriate solutions, guidance, personalized service, and follows up, as needed.

• Uses the College website and resources to find needed information and direct calls appropriately and accurately.

• Assists in problem solving and customer service enhancement for call center planning.

• Receives and processes forms and requests, as needed.

• Routes calls to departments and individuals when needed.

• Identify and report student issues and barriers based on call.

• Completes call logs and reports.

• Monitors and evaluates work study and part-time employee performance.

• Responds appropriately and provides accurate information to callers, explaining possible solutions, and ensuring they feel supported and valued.

• Engages in active listening with callers, confirming or clarifying information and diffusing heightened calls, as needed.

• Works with the College Customer Relationship Management Tool to communicate and track students through the student lifecycle and enrollment funnel.

• Processes admission documents and facilitates data entry and data management.

• Promotes a college-going and college-completion culture.

• Assists with email and postal inquiries.

• Facilitates inbound and outbound telemarketing with careful attention to phone etiquette.

• Assists with online and virtual enrollment services.

• Assists departments during peak registration periods, as needed.

• Supports on-campus college events and initiatives.

• Maintains familiarity with the College's policies in regards to academic standards.

• Travels throughout the college district, as needed.

• Serves as Campus Security Authority.

• Performs other duties as assigned.

Position Information

Posting Number SP2509 Position Title Student Services Specialist I Department SAEM-College Connections Temporary End Date (if applicable) Location Pecan E-Class Professional/Technical FLSA Non-Exempt Min Salary $33,800.00 Salary Range

• Required Education and Experience

• Associate's degree required.

• At least one (1) year of direct front-line customer service experience required.

Required Knowledge, Skills and Abilities

• Excellent oral, written, presentation, and interpersonal communication skills.

• Strong computer skills with knowledge of Microsoft Office including, but not limited to, Word, Excel, PowerPoint, and Outlook, the Windows environment, and internet research skills.

• Bilingual, English/Spanish.

• Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.

• Ability to work independently as well as a team player within department and with others.

• Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.

• Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.

• Demonstrated commitment to achieving the vision and mission of South Texas College.

• Ability to read and comprehend simple instructions, short correspondence, and memos.

• Ability to write simple correspondence.

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Ability to apply practical understanding to carry out detailed but uninvolved written or oral instructions.

• Ability to deal with problems involving a few concrete variables in standardized situations.

Checks, Certificates, Licenses, and Registrations

• Security Sensitive position: all applicants are subject to a criminal background check under South Texas College policy.

• Must have or qualify for a valid Texas driver's license and proof of liability insurance.

Physical Requirements

• Exerting up to 20 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

• Bending the body downward and forward by bending leg and spine.

• Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

• Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.

• Applying pressure to an object with the fingers and palm.

• Perceiving the nature of sounds at normal speaking levels with or without correction.

• Ability to receive detailed information through oral communication, and to make the discrimination in sound.

• Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

• Ability to make rational decisions through sound logic and deductive processes.

• Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

• Sitting particularly for sustained periods of time.

• Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

• Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.

• Mobility to accomplish tasks, particularly for long distances or moving from one work site to another.

Working Environment

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Posting Detail Information

Desired Start Date 06/03/2024 Close Date 05/10/2024 Open Until Filled (overrides Close Date) No Special Instructions to Applicants

This is an online only application

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Transcripts

Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).

Foreign transcripts

Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members

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