Virtual Student Support Agent (on site

Working Title Virtual Student Support Agent (on site) Role Title Admin and Office Spec III Role Code 19013-SW FLSA Nonexempt Pay Band 03 Position Number 295W0069 Agency Tidewater Community College Division Tidewater Community College (Div) Work Location Norfolk - 710 Hiring Range $17.65 per hour, part time Emergency/Essential Personnel No EEO Category 3-Technicians Full Time or Part Time Part Time Does this position have telework options?

-Telework options are subject to change based on business needs
- No Does this position have a bilingual or multilingual skill requirement or preference? No Work Schedule

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 25,000 students in 2024-25. 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 3,399 graduates in , 40 percent of whom pursued degrees that would let them transfer to 4-year institutions. Of South Hampton Roads residents enrolled in higher education 33% enrolled 's institutional accreditation is affirmed through 2027 by the Southern Association of Colleges and Schools Commission on Colleges.

29 hours per week. The office hours for these positions will vary.

Hours will be scheduled from Monday through Thursday 8:30 am to 6pm, Friday 8:30 am to 5pm, and occasional Saturday hours 9 am
-12 pm.

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.

• 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…