Specialized Support - Information Representative

Bucks County Community College•Newtown, PA

5d•Onsite

About The Position

The Specialized Support - Information Representative serves as a primary point of contact and the “face and voice” of Bucks County Community College. Based at the Newtown Campus, the representative provides front-line assistance to prospective, current, and former students, families, and the College community through phone, in-person interactions, email, text messaging, and live chat. The role answers inquiries, identifies needs, resolves issues, and connects individuals with appropriate College resources, while supporting students as they navigate enrollment and work toward graduation. The representative needs a strong understanding of College policies, procedures, and services, along with general knowledge of other College departments. Duties include answering calls and messages, providing reception and student-facing operational support, accepting and processing payments and forms, guiding students through College systems and enrollment processes, conducting proactive applicant outreach, maintaining student information, and investigating complex inquiries. The position requires protecting the confidentiality of student records in accordance with College policies and FERPA requirements. The role also supports staff training, special projects, College events, meetings, cross-departmental work, and other assignments as determined by management. Employment requires successful completion of background checks in accordance with College policies. Applicants must be legally authorized to work in the United States without employer sponsorship.

Requirements

High school diploma or equivalent and three years of work experience.
At least one year of experience in a service-based call center or secondary/higher education environment.
Superior communication skills, including clear and professional speaking in person and by phone, and concise written communication by email and web inquiry, including live chat.
Active listening skills and positive body language.
Ability to relate to individuals and ask appropriate questions to identify their needs and provide accurate information or assistance.
Knowledge of a college campus setting and experience interacting with different departments within a college environment.
Working knowledge of computers, phone systems, and voicemail.
Proficiency in Microsoft Word, Outlook, and Excel, and familiarity with Windows operating systems.
Proficient keyboarding and data-entry skills.
Ability and willingness to learn new software systems and embrace new technologies.
Willingness and eagerness to help others.
Accuracy, empathy, understanding, compassion, thoroughness, attention to detail, and precision.
Strong organization and multitasking abilities.
Sound judgment when referring inquiries to other departments or escalating situations to management.
Ability to handle confidential matters with discretion.
Ability to complete routine assignments with general supervision and respond effectively to time constraints.
Successful completion of background check(s) in accordance with College policies.
Must be legally authorized to work in the United States without employer sponsorship.

Responsibilities

Answer incoming calls to the College’s main phone lines within established service standards.
Provide accurate information about College policies, procedures, Enrollment Services, Student Accounts, Financial Aid, and general College services.
Respond to inquiries respectfully, courteously, and in a timely manner, using sensitivity and empathy when appropriate.
Gather and report positive and negative feedback and emerging trends to the direct supervisor.
Provide front-line assistance and reception support for student-facing services and operations at the Newtown Campus.
Accept, receipt, and distribute forms according to established procedures and timelines.
Accept and process payments for tuition, College services, fees, and outstanding student account balances.
Guide students through online application and reactivation processes and College systems for registration, course changes, major changes, personal information updates, transcript orders, online payments, and Financial Aid status review.
Refer students to appropriate College departments or staff when additional assistance is needed.
Conduct proactive outreach to applicants who have not progressed through enrollment or may need additional assistance, using phone, email, text, chat, and other approved channels.
Provide personalized enrollment guidance, answer questions, identify barriers, and connect applicants with College resources.
Respond to voicemail, email, mail, and fax inquiries with accurate information and refer inquiries appropriately.
Ensure voicemail and email responses include appropriate follow-up contact information when necessary.
Process address and biographical information changes received through approved channels or in person.
Review returned mail, verify information with students, make corrections, maintain accurate records, and prepare related reports.
Distribute incoming Admissions correspondence to appropriate staff.
Enter and update prospective student information in College systems, generate requested documentation, and assist with collecting, entering, and reporting data for surveys and studies.
Respond to voicemail, email, and fax requests from students, faculty, and staff within one business day.
Respond to and resolve general live-chat inquiries about enrollment, registration, course offerings, financial services, schedules, and other College matters.
Investigate and resolve complex student inquiries involving schedules, registration, dropped or canceled classes, payments, withdrawals, and student information requests.
Provide assistance in person, by phone, email, or live chat, and refer or escalate issues to appropriate departments when necessary.
Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.
Perform additional responsibilities related to staff training, special projects, College events, meetings, cross-departmental support, and other assignments determined by management.