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Virtual Student Support Agent (3 positions) ID-17666

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.

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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
  1. Demonstrated computer competency with database, spreadsheet and word processing programs, internet navigation and searches, and electronic mail.
  2. Customer service or sales experience in a client facing business environment.
  3. Demonstrated ability to solve problems.
  4. Ability to communicate effectively both orally and in writing as demonstrated in use of grammar, spelling, punctuation.
  5. Knowledge of effective customer service techniques.
  6. 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

  1. Experience or training using the PeopleSoft Student Information System or another electronic student system
  2. Experience or training using Salesforce or any other CRM (customer relations management) tool
  3. Previous experience with customer service preferably in an educational setting
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