Virtual Student Support Agent (2 Positions)

Posting Details

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 telework options? -Telework options are subject to change based on business needs- 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 No 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.

Position Summary:

Tidewater Community College seeks applications for a Virtual Student Support Agents, for our District Office in Norfolk. This position will support students virtually, employees will be required to report to an office located in Norfolk.

To provide front line customer service support for prospective, new and current students via telephone, email, and live chat in order to increase information capture amongst prospects and increase the percentage of new prospects and applicants to the college that become students. Act as the onboarding team for the college and assure excellent customer service is provided to students by providing accurate information and proper internal escalations are followed when necessary.

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.

Email Customer Service:

Responds to prospective, new and current student inquiries, providing relevant customer service and sales information.

Completes response to assigned emails within 1 business day.

Conducts email correspondence absent of spelling or grammar errors, and in a manor consistent with departmental customer service standards.

Escalate email requests above their skill level by opening a case in CRM.

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/A

Posting Detail Information

Posting Number WGE_1909P Recruitment Type General Public

• G Number of Vacancies 2 Position End Date (if temporary) Job Open Date 04/10/2024 Job Close Date 05/09/2024 Open Until Filled Agency Website Tcc.edu Contact Name Email Phone Number Special Instructions to Applicants

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155

Additional Information Background Check Statement Disclaimer

The selected candidate's offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth's Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/

EEO Statement

The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment.

Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.

ADA Statement

The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.

Quicklink for Posting https://jobs.vccs.edu/postings/72414

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

• Resume

• Cover Letter/Letter of Application

Optional Documents

• AHP Letter