Responds to inquiries received by phone or electronically to assist current and prospective students with the steps to enrollment and resolving difficulties encountered in the enrollment process. Provides information to current and prospective students, their families, the community, and other constituents. Ensures student and client satisfaction by providing a high level of internal and external customer service. Contributes to individual and team student enrollment and retention goals.

1. Receives multi-channel inquiries (phone, email, chat, SMS, etc.) and uses a developmental approach to empower and assist students with completing all steps to enrollment.
 2. Assists students with determining the status of their application, enrollment, and financial aid and resolves problems at early stages.
3. Determines when a student has encountered deeper problems and creates work tickets to refer case to the appropriate department.
 4. Orients students to on-line tools available and the features of Atlas.
5. Answers questions about Valencia’s services, hours, and materials available to students, faculty, and the community.
 6. Answers questions about Valencia’s degree and certificate options and entrance requirements.
 7. Maintains accurate records regarding nature of interaction, discussion, and resolution.
8. Conducts multi-channel outbound campaigns to prospective and current students to support the College’s comprehensive strategic plan to recruit, retain, and serve a vibrant and diverse student body.
9. Makes full use of computer software capabilities to input and retrieve data, access reference materials, and communicate effectively with staff and students.
 10. Reviews college and marketing websites and identify issues or improvements that need to be made; maintains content on international social media pages.
 11. Performs other duties as assigned.

Customer service experience

1. Ability to communicate effectively using multi-channels including face-to-face, phone, email, text, chat.

2. Skill in use of a personal computer and general office software; including but not limited to MS Office and Outlook.

3. Ability to provide superior customer service, conduct clear telephone conversations, and respond to complaints with tact and diplomacy.

4. Ability to coordinate multiple projects and tasks simultaneously in a very fast paced, ever-changing work environment.

5. Ability to provide initial assessment of student questions and concerns, and apply critical thinking to resolve student enrollment problems at early stages.

6. Ability to exhibit reason, exercise judgment and maintain confidentiality.

This job primarily operates in a professional office environment. The employee will routinely operate standard office equipment including but not limited to computers, keyboards, mouse, phones, photocopiers, printers, scanners, filing cabinets and fax machines. While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.

Typical physical competencies include but are not limited to frequently remaining stationary, moving, reaching, positioning self and occasionally ascending/descending, lifting/moving objects weighing between 5-15 pounds. This job also entails frequently communicating, discerning and exchanging information, detecting and perceiving objects up close, at a distance, and the ability to adjust focus. Cognitive abilities include but are not limited to frequently using discretion, judgment, reasoning, memory, learning, maintaining confidentiality, comprehension, problem solving, and decision-making.

The typical work environment, physical and cognitive demands listed above are representative of those that must be met by an employee to successfully perform the essential functions of this job. The College has a process to identify and make available reasonable accommodations to enable individuals with disabilities to perform the essential functions.