Job Description

Virtual Service Representative - Part Time Apply for the Virtual Service Representative – Part Time role at the Community College of Baltimore County. Overview The purpose of this position is to deliver friendly, courteous, and patient frontline call center services via chat, text, and telephone to support students and the college community. The role provides comprehensive assistance across campus services, utilizing Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery. Responsibilities include admissions, financial aid, registration, and student account support, ensuring a seamless experience for prospective, admitted, and current students from admission through enrollment and graduation. Minimum Requirements Associates degree or 60 transferable college credits with two (2) years of experience, or high school diploma/GED with four (4) years of experience working with students or customers in a service‑oriented environment. At least three (3) years of call center experience managing a high volume of inbound and outbound calls. Strong communication skills – friendly, courteous, and patient, able to understand and respond to inquiries promptly. Proficiency in student or organizational information systems, CRM tools, queue management, and knowledge base platforms. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strong technical aptitude to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor’s degree preferred; bilingual skills preferred. Class Specific Essential Duties Assist and provide information daily to students, faculty, administrators, and the college community via email and telephone. Process enrollment paperwork and resolve related problems. Validate student documents and manage mail inquiries to support efficient office operations. Audit and verify student records, researching and resolving discrepancies. Facilitate efficient process and data management of student enrollment records. Serve as essential staff to ensure business continuity for the College Community. Position Specific Essential Duties Provide virtual services through phone, chat, text, and email support for all students, faculty, and staff. Facilitate simultaneous high call volume and student information updates. Assist prospective students with admission applications and related questions. Guide new admissions through the enrollment process. Triage student questions, scheduling advising appointments only when necessary via systems such as SARS Anywhere or Element451 CRM. Ensure student records are accurate within Banner SIS and Element 451 CRM, assisting with updates as needed. Utilize Banner to analyze student accounts, financial aid packages, and payment options, providing clear information and support for financial aid processes and award acceptance. Educate students about federal and state financial aid benefits, assisting them with FAFSA applications. Assist with student registration and course selection using Banner and Banner Xtender for document management. Solve problems related to enrollment, payment, retention, and graduation processes. Navigate confidential student information across multiple systems while ensuring compliance with regulations and privacy standards. Collaborate with departments such as Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services to enhance service delivery. Document all interactions accurately in Element451 CRM, tracking inquiries and follow‑up actions. Escalate queries and concerns as necessary for timely resolution. Participate in training and professional development activities, including local, state, and federal compliance, and lead job‑specific workshops when required. Meet service delivery standards set by Quality Assurance & Intake Management. Provide technical support for account recovery. Benefits Summary Access to supplemental retirement plans: 403(b) and 457(b) annuities, with options for traditional and Roth contributions. Free parking with a permit from the Department of Public Safety for all campuses. Paid sick and safe leave earned for part‑time employees. Seniority Level Mid‑Senior level Employment Type Part‑time Job Function Other Industry Higher Education #J-18808-Ljbffr Community College of Baltimore County

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