Virtual Student Support Operator ( 4 positions)

Tidewater Community College has served South Hampton Roads – both students and employers – for 50 years. It has grown from 1 campus into a regional educational and economic force. TCC is the largest provider of higher education and workforce services in Hampton Roads, enrolling nearly 28,000 students in 2019-20. Founded in 1968 as a part of the Virginia Community College System, Tidewater Community College (TCC) services South Hampton Roads with 4 campuses in Chesapeake, Norfolk, Portsmouth, and Virginia Beach, 7 regional centers and 2 important cultural institutions. The college had 3,203 graduates in 2019-2020, 40 percent of whom pursued degrees that would let them transfer to 4-year institutions. Of South Hampton Roads residents enrolled in higher education 36% enrolled at TCC. TCC’s institutional accreditation is affirmed through 2027 by the Southern Association of Colleges and Schools Commission on Colleges.
Tidewater Community College seeks applications for 4 new Virtual Student Support Operator positions.
These positions within the Virtual Student Support Team will provide support to student through virtual manners (phone, email, chat). Support will be inclusive of all student services matters, with particular focus related to onboarding prospective and new students. These positions will have knowledge in all aspects of student services to include application process, admissions related matters, advisor-readiness, general financial aid processes, and enrollment steps. Position will guide students through the enrollment funnel and provide accurate, time appropriate information for the enrollment stage.

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

• Demonstrated computer competency with database, spreadsheet and word processing programs, Internet navigation and searches, and electronic mail.
• Demonstrated ability to interface with technology and web based Software as a Service (SAAS)
• Customer service or sales experience in a client facing business environment.
• Demonstrated ability to solve problems.
• Demonstrated understanding of student assessment, admission, academic planning, financial aid and enrollment processes
• Ability to communicate effectively both orally and in writing as demonstrated in use of grammar, spelling, punctuation.
• Knowledge of effective customer service techniques.
• Must be able to work in a fast-paced, multiple responsibility environment providing superior customer service to a diverse population and while maintaining harmonious working relationships with coworkers.

• Experience and knowledge with PeopleSoft Student Information System.
• Experience working in high volume financial aid and customer service environment.
• Previous experience with customer service preferably in an educational setting.
• Experience or training using Salesforce or any other CRM (customer relations management) tool.

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link:  http://ethics.dls.virginia.gov/

The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.

The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.