Student Services Specialist I
South Texas College

Job Info

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Student Services Specialist I

Location: Pecan
FLSA: Non-Exempt
Min Salary: $33,800.00
Salary Range*:
Temporary End Date (if applicable):
Close Date: 5/10/2024

General Statement of Job:
The Student Services Specialist I facilitates call center services and provides Tier 1 phone support for general college information, admission, financial aid, program requirements, and enrollment inquiries for students, faculty, staff, and the community.

Specific Duties and Responsibilities:

1. Provides a positive, friendly and knowledgeable impression of the College utilizing excellent customer service.
2. Oversees and serves as telephone operator for the South Texas College Call Center.
3. Answers inbound calls in a timely manner to provide Tier 1 phone support, and escalates calls to the appropriate department, as needed.
4. Connects with departments in the division of Student Affairs and Enrollment Management to remain updated in processes, practices, and policies that affect the student experience.
5. Has general knowledge of admissions, financial aid, testing, advising, cashiers, and program requirements.
6. Facilitates student complaints, issues, concerns, and inquiries received via phone.
7. Helps prospective student callers complete the admission and financial aid applications, as needed.
8. Has general knowledge of all South Texas College campuses to facilitate college calls.
9. Oversees and provides training to work study and part-time employees.
10. Provides feedback and recommendations regarding call center processes and initiatives.
11. Monitors call volume, and calls in queue, to ensure appropriate staffing and service.
12. Performs a wide variety of customer service, and interprets registration, admission, financial aid, program requirements, and general college information.
13. Documents call notes and call outcome, as needed.
14. Evaluates calls to provide appropriate solutions, guidance, personalized service, and follows up, as needed.
15. Uses the College website and resources to find needed information and direct calls appropriately and accurately.
16. Assists in problem solving and customer service enhancement for call center planning.
17. Receives and processes forms and requests, as needed.
18. Routes calls to departments and individuals when needed.
19. Identify and report student issues and barriers based on call.
20. Completes call logs and reports.
21. Monitors and evaluates work study and part-time employee performance.
22. Responds appropriately and provides accurate information to callers, explaining possible solutions, and ensuring they feel supported and valued.
23. Engages in active listening with callers, confirming or clarifying information and diffusing heightened calls, as needed.
24. Works with the College Customer Relationship Management Tool to communicate and track students through the student lifecycle and enrollment funnel.
25. Processes admission documents and facilitates data entry and data management.
26. Promotes a college-going and college-completion culture.
27. Assists with email and postal inquiries.
28. Facilitates inbound and outbound telemarketing with careful attention to phone etiquette.
29. Assists with online and virtual enrollment services.
30. Assists departments during peak registration periods, as needed.
31. Supports on-campus college events and initiatives.
32. Maintains familiarity with the College’s policies in regards to academic standards.
33. Travels throughout the college district, as needed.
34. Serves as Campus Security Authority.
35. Performs other duties as assigned.

Required Education and Experience:

1. Associate’s degree required.
2. At least one (1) year of direct front-line customer service experience required.

Checks, Certificates, Licenses, and Registrations:

1. Security Sensitive position: all applicants are subject to a criminal background check under South Texas College policy.
2. Must have or qualify for a valid Texas driver’s license and proof of liability insurance.

Annual Security Report and Non-Discrimination Statements:
Notice of Non-Discrimination


For additional information and to apply, visit https://stcjobs.peopleadmin.com/postings/21177







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