Student Care and Success Specialist- Martinsville Campus

Responsibilities

Maintain a professional, well‑organized, customer‑friendly student services center while providing up‑to‑date information to all current and prospective students, staff, faculty, and the general public.

Answer incoming communications including calls, emails, texts, and CRM communications on a professional level for both campus and college‑wide responsibilities, and assist with campus and college‑wide events such as Open House and Days of Thunder.

Direct inquiries to appropriate College personnel and relay messages from students to various faculty members.

Provide assistance for Early Access students, high school counselors, parents, alumni, continuing education, community education, and workforce development inquiries.

Process student admissions applications, FERPA forms, incoming high‑school transcripts, registration assistance, and collection, distribution, scanning, and imaging of paper and/or online financial aid documents; instruct students in the use of the Student Portal, WVNCC email, and online learning platform.

Process student IDs and parking permits for the campus.

Understand financial aid file requirements, communicate regularly with the financial aid office, and assist students with payment options; process payment transactions such as credit card, check, and money order payments from students, staff, and faculty; provide information for financial agreements.

Provide contact and scheduling information for current and prospective students with Action Center staff, and assist with scheduling of appointments.

Direct students to the Academic Resource Center for documented accommodations and other support services.

Distribute parking permits and student pick‑up information, and answer calls and inquiries concerning degree‑seeking programs and Continuing and Community Education courses.

Distribute and sort incoming US postal mail, and the collection, distribution and sorting of inter‑campus mail.

Remain current on college processes, monitor College email for updates needed for student service center procedures, and communicate to other campuses’ staff as needed.

Open and close banner procedures, compose daily financial reports, and secure the personal area before leaving for lunch, breaks, or at the end of the day. Some travel between campuses may be required on a limited basis.

Perform other duties as assigned.

Associate's Degree or vocational/technical school degree (required).

• 1 year+ customer service experience (required)
• 1 year+ computer experience (required)
• 1 year+ office procedures experience (required)
• Minimum 6 months telephone and customer service experience (required)

• Ability to work well with others, including irate students
• Ability to work in a fast‑paced environment and under pressure