Job description
Title: Virtual Student Support Agent
Agency: Tidewater Community College
Location: Norfolk - 710
FLSA: Non-Exempt
Hiring Range: $16.00 per hour, part-time
Full Time or Part Time: Part Time
Additional Detail
Job Description:
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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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