Virtual Student Support Operator ( 4 Positions)

Posting Details

Posting Summary

Working Title Virtual Student Support Operator ( 4 positions) Role Title Education Support Spec II Role Code 29143-SW FLSA Nonexempt Pay Band 03 Position Number 29500809 Agency Tidewater Community College Division Tidewater Community College (Div) Work Location Norfolk

• 710 Hiring Range $37,346 - $42,000, commensurate w/ experience. Emergency/Essential Personnel No EEO Category E-Paraprofessional Full Time or Part Time Full Time Does this position have telework options? -Telework options are subject to change based on business needs- No Does this position have a bilingual or multilingual skill requirement or preference? No Work Schedule

Monday

• Friday, 4 days are 8:30 AM-5:00 PM and 1 day is 10:00 AM - 6:30 PM. Will include some Saturdays during peak periods of registration.

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.

Tidewater Community College seeks applications for 4 new Virtual Student Support Operator positions.

These positions within the Virtual Student Support Team will provide support to student through virtual manners (phone, email, chat). Support will be inclusive of all student services matters, with particular focus related to onboarding prospective and new students. These positions will have knowledge in all aspects of student services to include application process, admissions related matters, advisor-readiness, general financial aid processes, and enrollment steps. Position will guide students through the enrollment funnel and provide accurate, time appropriate information for the enrollment stage.

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.

• Demonstrated ability to interface with technology and web based Software as a Service (SAAS)

• Customer service or sales experience in a client facing business environment.

• Demonstrated ability to solve problems.

• Demonstrated understanding of student assessment, admission, academic planning, financial aid and enrollment processes

• 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 and knowledge with PeopleSoft Student Information System.

• Experience working in high volume financial aid and customer service environment.

• Previous experience with customer service preferably in an educational setting.

• Experience or training using Salesforce or any other CRM (customer relations management) tool.

Operation of a State Vehicle No Supervises Employees No Required Travel

No

Posting Detail Information

Posting Number CLS_2948P Recruitment Type General Public

• G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 04/09/2024 Job Close Date 04/30/2024 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/72356

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

• Resume

• Cover Letter/Letter of Application

Optional Documents

• AHP Letter