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Prospect Team, Admissions Advisor

Tidewater Community College

Norfolk, VA
Job Code:
  • Customer Service/Call Center
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Job Details

Prospect Team, Admissions Advisor

Prospect Team, Admissions Advisor

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Posting Details

Position Information

Position Type Wage/Hourly
Role Title Education Support Spec III
Position Working Title Prospect Team, Admissions Advisor
Pay Band 04
Position Number W4083
Full or Part Time Part Time
Recruitment Type General Public – G
Location Norfolk
Position End Date (if temporary)

Job Description Information

Job Posting Number PT00302
Job Description Summary

Tidewater Community College seeks applications for three (3) part-time Admissions Advisor positions. These positions will work to provide customer service and advising support for new and prospective 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.

  • Academic Advising via Telephone:
    • Provide remote advising and counseling services via telephone and email to prospective students and applicants to the college.
    • Communicates with potential students and applicants in accordance with departmental customer service standards.
    • Demonstrate advanced knowledge of SIS, Quickpay and TMS software.
    • Troubleshoot potential barriers to enrollment for prospective students and applicants
    • Performs advising activities including but not limited to determining advanced standing, interpreting test scores, curriculum selection, transcript review and processing prerequisite waiver forms.
    • Conducts email correspondence absent of spelling or grammar errors, and in a manor consistent with departmental customer service standards.
  • Live Chat:
    • 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.
  • Case Management:
    • Utilizes college’s CRM software to troubleshoot and solve escalated cases for potential students and applicants.
    • Guides potential students and applicants towards enrollment by opening cases for next steps and following up on progress
    • Respond to cases in the CRM system within 1 business day of request.
    • Responses will include telephone calls and emails.
    • Logs all activity from case management in CRM system.
  • Outbound Calls:
    • Proactively contacts prospective students and applicants based on CRM defined criteria to encourage enrollment.
    • Makes outbound telephone calls to encourage prospective students and applicants to take the next step towards enrollment under the direction of the Prospect Team Manager.
Required Qualifications

Ability to advise students of diverse backgrounds and needs in higher education setting. Demonstrated computer competency with database, spreadsheet and word processing programs, internet navigation and searches, and electronic mail. Demonstrated knowledge of student assessment, admission, academic planning, and enrollment processes. Demonstrated ability to solve problems. Ability to communicate effectively both orally and in writing as demonstrated in use of grammar, spelling, and punctuation. Knowledge of effective customer service techniques. Ability to work in a fast-paced, multiple responsible environment providing superior customer service to a diverse population while maintaining harmonious working relationships with coworkers. Previous experience with customer service preferably in an educational setting.

Preferred Qualifications

Experience or training using PeopleSoft Student Information System or another electronic student information system. Experience or training using Salesforce or any other CRM (customer relations management) tool. Master’s Degree.

Work Schedule

29 hours per week to be scheduled from Monday through Friday, between 9:00 AM and 6:00 PM. Flexibility to work varied hours during the week is needed.

Posting Detail Information

EEO Statement

Tidewater Community College is an EEO/AA employer and is strongly committed to achieving excellence through cultural diversity. The college actively encourages applications by and nominations of qualified minorities, women, disabled persons, and older individuals.

E-Verify Statement

After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. Tidewater Community College uses the E-Verify system to confirm identity and work authorization.

Open Date 04/19/2017
Close Date 05/03/2017
Open Until Filled No
Hiring Range $15.68 an hour for 29 hours per week
Salary Information
Additional Information This position requires satisfactory completion of background checks prior to employment.
Special Instructions to Applicants

Documents Needed to Apply

Required Documents
  1. Résumé
  2. Cover Letter/Letter of Application
  3. Unofficial Transcripts
Optional Documents
  1. Unofficial Transcripts 2
  2. Unofficial Transcripts 3

Supplemental Questions

Required fields are indicated with an asterisk (*).

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