Student Services Specialist I chez Southtexascollege

Special Instructions

Dear Applicant,

The South Texas College Office of Human Resources will not be held responsible for redacting any confidential or sensitive information from the documents that you attach to your application. Confidential and sensitive information include the following:

• Social Security Number
• Date of Birth
• Age
• Citizenship Status
• Gender
• Ethnicity/Race
• Marital Status
• Applicant Photos
   

* A redaction guide can be found by clicking here.

Please make sure that you omit this information from your application prior to submission. We are advising you that the Office of Human Resources will be forwarding your application to the hiring department as per your submission.

Transcripts
Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).

Foreign transcripts
Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members

Job Description

Department: College Connections (Call Center)

General Statement of Job

The Student Services Specialist I provides enrollment support and general college information to students and stakeholders through inbound calls. The Student Services Specialist I conducts outbound telemarketing campaigns to engage students and encourage specific calls to action.

Specific Duties and Responsibilities

Essential Functions:

• Provides a positive, friendly and knowledgeable impression of the College utilizing excellent customer service.
• Serves as telephone operator for the College Call Center.
• Answers inbound calls in a timely manner to provide Tier 1 phone support and escalates calls to the appropriate department, when necessary.
• Verifies student identity via phone to provide accurate admission, enrollment, and financial aid status.
• Provides accurate information regarding campus events, college programs, resources, and other services.
• Cross-trains with departments in the Division of Student Affairs and Enrollment Management to remain updated in processes, practices, and policies that affect the student enrollment.
• Addresses student complaints, concerns, and questions received via phone.
• Assists prospective students to complete the admission and financial aid applications via phone.
• Maintains general knowledge of all South Texas College campuses.
• Oversees and provides training to work study and part-time employees.
• Monitors call volume, and calls in queue, to ensure appropriate staffing and service.
• Documents calls and call outcomes.
• Participates in training for emergency call handling.
• Engages in active listening with callers, confirming or clarifying information, and deescalates heightened calls.
• Assists with outbound telemarketing campaigns.
• Facilitates outbound telemarketing with careful attention to phone etiquette.
• Supports on- and off-campus college events and initiatives, as needed.
• Maintains familiarity with the College’s policies in regards to academic standards.
• Serves as Campus Security Authority.
• Performs other duties as assigned.

Required Education and Experience

• Associate degree required.
• At least one (1) year of higher education or call center experience required.
• Experience in admission, financial aid, enrollment services, phone etiquette or direct front-line customer service preferred.

Required Knowledge, Skills and Abilities

• Excellent oral, written, presentation, and interpersonal communication skills.
• Strong computer skills with knowledge of Microsoft Office including, but not limited to, Word, Excel, PowerPoint, and Outlook, the Windows environment, and internet research skills.
• Bilingual, English/Spanish.
• Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.
• Ability to work independently as well as a team player within department and with others.
• Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.
• Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.
• Demonstrated commitment to achieving the vision and mission of South Texas College.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to apply practical understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Checks, Certificates, Licenses, and Registrations

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

Physical Requirements

• Exerting up to 20 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Bending the body downward and forward by bending leg and spine.
• Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Applying pressure to an object with the fingers and palm.
• Perceiving the nature of sounds at normal speaking levels with or without correction.
• Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Ability to make rational decisions through sound logic and deductive processes.
• Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Sitting particularly for sustained periods of time.
• Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
• Mobility to accomplish tasks, particularly for long distances or moving from one work site to another.

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Minimum Compensation

Desired Start Date

Posting Close Date (No Close Date if Blank)