Enrollment Communications Representative

Tractor Supply Company

1d•$34,611 - $38,765•Onsite

About The Position

Tallahassee State College (TSC) is seeking an Enrollment Communications Representative for the Enrollment Communications Center. This full-time position reports to the coordinator and provides customer service support via phone, email, text messaging, live chat, and a ticketing system for enrollment, advising, and student financial services. The role involves answering inquiries, operating computer systems, data entry, and performing clerical tasks. The representative will handle inbound and outbound calls, respond to various communication channels, and maintain up-to-date knowledge of college policies and processes. This position is crucial in shaping the experience of prospective students and their parents, influencing their decision to enroll. Key responsibilities include de-escalating situations, problem-solving, and training colleagues.

Requirements

A high school diploma or its equivalent.
One (1) year of related office work experience; or a combination of education and/or experience.
An Associate’s Degree or higher degree may substitute for the required experience.

Nice To Haves

Higher-education experience.
Experience with multi-line telephone operation and procedures.
Fluency in Spanish.

Responsibilities

Answering telephones and furnishing general information concerning Student Affairs, Admissions and Records, Advising and Student Financial Services.
Operating computer systems, data entry, and completing clerical tasks.
Using a multi-line phone system, receiving inbound calls, and making outbound calls.
Sending and responding to emails, online inquiries, and responding to inquiries and issues in written form, e-mail, text messaging, live chat or while over the phone.
Providing outstanding customer service to students, staff, and the general public.
Maintaining up-to-date knowledge of policies and processes across departments such as Admissions, Academic Advising, Records, Registration, Student Financial Services and Student Affairs.
Observing and gathering information from relevant sources.
Assisting with outbound notifications and phone calls related to enrollment and student financial processes.
Supporting students and parents throughout the onboarding process.
Diffusing irate individuals, problem-solving, and training coworkers on knowledge base and processes in partnership with the superior.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Maintaining up-to-date information concerning activities of the offices that make up Student Affairs/Student Financial Services.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or live chat.
Assisting students with the application process, course registration, scheduling appointments with academic advisors, and troubleshooting technical issues related to online portals or systems.
Offering guidance and information on college policies, procedures, deadlines, and requirements while ensuring students are directed appropriately for academic advising.
Maintaining accurate records of student interactions, inquiries, and outcomes in the college's Workday database.
Handling and processing confidential information with discretion.
Resolving problems or issues independently without referral to superiors, when possible.
Counseling and assisting callers who are upset or have urgent concerns, ensuring they receive necessary paperwork and instructions.
Soliciting and documenting information necessary to respond appropriately to inquiries or route callers to the correct department.
Educating callers about available services, products, or benefits provided by the college.
Extracting and reviewing records from information systems or other files as needed to assist callers.
Overseeing service schedules and ensuring the accuracy of estimates or information provided to the public.
Collaborating flexibly and effectively with superiors, students, faculty, and staff to support the Enrollment Communications Center's mission.
Overseeing junior staff in the absence of supervisors and assisting with guidance and support, as necessary.
Performing other related duties as assigned.