Call Center Enrollment Support Specialist

Call Center Enrollment Support Specialist

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.

Special Assignments
- May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's/Required Qualifications
- 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.

Additional Considerations
- 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 relationship-building skills. Experience training, mentoring, or serving in a lead role.

Experience with, or willingness to learn, artificial intelligence (AI) tools and emerging technologies. Bilingual proficiency consistent with institutional and community needs (Spanish preferred).