Student Information Representative - Staff Pool

Location
Houston, TX
Posted
Jun 02, 2017
Institution Type
Community College


SUMMARY

Provide customer service via phone, email, social media (Facebook and Twitter) and live chat. Provide general information about admissions, registration, academic and workforce programs, financial aid, and other student service related questions. Assess caller's needs and provide relevant information and resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide college-wide information and customer service to current, prospective and returning students.

Manage inbound and outbound (i.e. first year experience) communications to include recruitment and retention efforts.

Assist students with processes and procedures related to admissions, testing, registration, financial aid, etc.

Provide information and answer questions related to the application and enrollment process, transcript requests/submissions, and enrollment verification.

Assist students with the resolution of problems (i.e. holds, information regarding general complaint process, grade appeal process, etc.).

Assist students with accessing on-line resources (i.e. HCC web, student PeopleSoft account to include financial account, payment plan, financial aid status, on-line registration, class schedules, academic advising report, etc.)

Provide frequent feedback and updates to maintain the knowledge base.

Provide recommendations to enhance the overall on-line student service experience.

Inform students of process to apply for graduation, including requirements, deadlines, and graduation application process.

Provide relevant and up to date information regarding HCC commencement ceremony and student participation.

Provide general financial aid information to current and future students, to include application status, award amounts, outstanding balances and documentation status.

Update financial aid students on general "to do list" items and missing/required documentation. Educate students on the application process regarding grants, loans and scholarships.

Direct students to information available on the web (i.e. forms, deadlines, disbursement calendar, scholarship opportunities, etc.)

Keep current with college-wide programs, activities, and initiatives. Report findings and frequently share updates with appropriate staff.

Provide resource information to customers and refer as needed (i.e. VA, International, Disability Services, Distance Education, Customer Support Services, Admissions, Campus Operation, Marketing and Communications).

Utilize phone system to document inquiries (i.e. services rendered).
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

EDUCATION

High school diploma or GED equivalent required.

Associates degree preferred.

EXPERIENCE

At least three (3) years of experience in a customer service and/or high volume call center setting. Minimum of six (6) months of the high volume call center experience in higher education is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

Excellent oral and written communication skills

Strong interpersonal and customer service skills.

Ability to effectively multi-task.

Proficiency in computer applications (i.e. Microsoft Office, databases, etc.)

Knowledge of contact center technologies (i.e. phone, chat, email, social media communications etc.)

Effective oral and written communication skills to interact with a diverse population.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.



This job description may be revised upon development of other duties and changes in responsibilities.




Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran's status. The following person has been designated to handle inquiries regarding the non-discrimination policies:

David Cross, Director EEO/Compliance, Title IX Coordinator
Office of Institutional Equity


PO Box 667517

Houston TX, 77266

713 718.8271 or Institutional.Equity@hccs.edu

HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565.

EDUCATION

High school diploma or GED equivalent required.

Associates degree preferred.

EXPERIENCE

At least three (3) years of experience in a customer service and/or high volume call center setting. Minimum of six (6) months of the high volume call center experience in higher education is preferred.

PI98008753