Call Center Enrollment Support Specialist

Working Title Call Center Enrollment Support Specialist Role Title Education Support Spec II Role Code 29144-SW FLSA Nonexempt Pay Band 04 Position Number  Agency Germanna Community College Division Germanna Community College (Div) Work Location Stafford - 179 Hiring Range $44,392- $49,325 Annually, Plus Full State Benefits Emergency/Essential Personnel No EEO Category 5-Paraprofessionals Full Time or Part Time Full Time Does this position have telework options?

-Telework options are subject to change based on business needs
- Does this position have a bilingual or multilingual skill requirement or preference? Work Schedule
Mon,day-Friday: 8:00 AM-4:30 PM
Or as scheduled
Sensitive Position No

Job Description
Germanna Community College is a public, open access institution of higher education in the Virginia Community College System. The College is a dynamic learning organization that serves as a regional leader and preferred partner where quality learning experiences enable students to participate effectively in the social, economic, political, intellectual, and cultural life of their communities. Germanna Community College is centrally located in Fredericksburg, VA between Washington D.C. and Richmond and between the Blue Ridge mountains and the Chesapeake Bay.

Full of history, the area offers a community rich with diversity, the arts, technology, vineyards, hiking, canoeing/kayaking and many other activities.
Germanna Community College is seeking a full-time Call Center Enrollment Support Specialist to join the Enrollment Services team at the Stafford Center (10 Center Street) campus. This position serves as a primary point of contact for current and prospective students, employees, and community partners by providing accurate, consistent, and timely information regarding enrollment-related processes and services. The specialist supports student access, enrollment, retention, and success by resolving complex inquiries, serving as an escalation resource, and contributing to the continuous improvement of customer service and operational efficiencies in alignment with the mission and values of Germanna Community College.
The Call Center Enrollment Support Specialist plays a critical role in creating a seamless and positive student experience throughout the enrollment journey, from initial inquiry through successful registration and enrollment.
Duties And Responsibilities

• Provide exceptional customer service and enrollment support through phone, email, chat, text, and in-person interactions.
• Guide students through admissions, onboarding, registration, financial aid, and other enrollment processes.
• Conduct outreach and follow-up to support students from inquiry through enrollment.
• Resolve complex inquiries, troubleshoot enrollment barriers, and serve as an escalation resource.
• Interpret and apply college, VCCS, and state policies to provide accurate information and guidance.
• Connect students with appropriate campus resources and support services.
• Maintain accurate records in CRM and student information systems while ensuring compliance with FERPA and related regulations.
• Collaborate with campus partners to improve services, support student success, and assist during peak enrollment periods.

• Experience in Enrollment Services, Admissions, customer service, or a related student support role within higher education.
• Proficiency in Microsoft Office, data management systems, and student information systems such as People Soft, Banner, Navigate, or similar platforms.
• Strong analytical, problem-solving, and decision-making skills with the ability to interpret and apply policies, procedures, and guidelines.
• Excellent customer service and communication skills, with the ability to provide clear, accurate, and professional information in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines.
• Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive or stressful situations with professionalism and discretion.
• Ability to independently analyze issues and apply sound judgment to resolve complex customer needs.
• Strong verbal and written communication skills.
• Demonstrated ability to learn and effectively use multiple technology platforms simultaneously.

• Experience working in higher education, enrollment services, admissions, student services, or a contact center environment.
• Experience using CRM and student information systems, such as EAB Navigate, Salesforce, or similar platforms.
• Demonstrated ability to work independently and collaboratively while providing excellent service to diverse students and community populations.
• Strong problem-solving, communication, and…