SUMMARY
Provide customer service via phone, email, social media (Facebook and Twitter) and live chat. Provide general information about admissions, registration, academic and workforce programs, financial aid, and other student service related questions. Assess caller’s needs and provide relevant information and resources.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide college-wide information and customer service to current, prospective and returning students.
Manage inbound and outbound (i.e. first year experience) communications to include recruitment and retention efforts.
Assist students with processes and procedures related to admissions, testing, registration, financial aid, etc.
Provide information and answer questions related to the application and enrollment process, transcript requests/submissions, and enrollment verification.
Assist students with the resolution of problems (i.e. holds, information regarding general complaint process, grade appeal process, etc.).
Assist students with accessing on-line resources (i.e. HCC web, student PeopleSoft account to include financial account, payment plan, financial aid status, on-line registration, class schedules, academic advising report, etc.)
Provide frequent feedback and updates to maintain the knowledge base.
Provide recommendations to enhance the overall on-line student service experience.
Inform students of process to apply for graduation, including requirements, deadlines, and graduation application process.
Provide relevant and up to date information regarding HCC commencement ceremony and student participation.
Provide general financial aid information to current and future students, to include application status, award amounts, outstanding balances and documentation status.
Update financial aid students on general “to do list” items and missing/required documentation. Educate students on the application process regarding grants, loans and scholarships.
Direct students to information available on the web (i.e. forms, deadlines, disbursement calendar, scholarship opportunities, etc.)
Keep current with college-wide programs, activities, and initiatives. Report findings and frequently share updates with appropriate staff.
Provide resource information to customers and refer as needed (i.e. VA, International, Disability Services, Distance Education, Customer Support Services, Admissions, Campus Operation, Marketing and Communications).
Utilize phone system to document inquiries (i.e. services rendered).
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.
EDUCATION
High school diploma or GED equivalent required.
Associates degree preferred.
EXPERIENCE
At least three (3) years of experience in a customer service and/or high volume call center setting. Minimum of six (6) months of the high volume call center experience in higher education is preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
Excellent oral and written communication skills
Strong interpersonal and customer service skills.
Ability to effectively multi-task.
Proficiency in computer applications (i.e. Microsoft Office, databases, etc.)
Knowledge of contact center technologies (i.e. phone, chat, email, social media communications etc.)
Effective oral and written communication skills to interact with a diverse population.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
This job description may be revised upon development of other duties and changes in responsibilities
The Organization
Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. We’re proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.
The Team
Some of the brightest minds in academics and business are choosing HCC as their teaching home. When you join our talented faculty team, you’ll play a special role as teacher, mentor and academic advisor. We’ll support you in your professional development as you contribute your knowledge and expertise to HCC, our students and the community.
Location
Houston is a city with limitless possibilities: -
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Third-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.
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Approximately 145 languages are spoken here.
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Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.
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Houston is a major-league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.
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The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.
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World-renowned medical care. The Houston metro area has long been known for its first-rate healthcare system, with many Houston area hospitals consistently ranking among the nation’s top institutions.
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With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.
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Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.
If this sounds like the role for you and you’re ready to join an amazing team, please apply right away.
EEO Statement
Houston Community College does not discriminate on the basis of race, color, religion, sex, gender identity and gender expression, national origin, age, disability, sexual orientation, or veteran’s status. The following person has been designated to handle inquiries regarding the non-discrimination policies:
David Cross, Director EEO/Compliance, Title IX Coordinator
Office of Institutional Equity
PO Box 667517
Houston TX, 77266
713 718.8271 or Institutional.Equity@hccs.edu
HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.
Individuals with disabilities, who require special accommodations to interview, should contact (713) 718-8565
