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The Bucks County Community College Campus Enrollment Services Center is staffed by Specialized Support Representatives who serve as the “face and voice” of the College, providing front-line assistance to prospective, current, and former students, families, and the College community through phone, in-person interactions, email, texting, and live chat.
As Bucks Information Experts, representatives serve as a primary point of contact, assisting individuals with inquiries, assessing their needs, resolving issues, and connecting them with appropriate College resources. Representatives provide additional support to students navigating the enrollment process, helping foster a sense of belonging and supporting their progress toward graduation.
Representatives must possess a strong understanding of College policies, procedures, and services, along with general knowledge of the functions of other College departments, to effectively assist students and the College community.
This position will be based at our Newtown Campus and will provide support for student-facing services and operations as needed.
PRIMARY JOB DUTIES
Inbound Phones
Communicate effectively with individuals both internal and external to the College. Provide accurate and complete information regarding College policies and procedures related to Enrollment Services, Student Accounts, Financial Aid, and general College services. Respond to all inquiries in a timely, respectful, and courteous manner, demonstrating sensitivity and empathy when appropriate. Gather and report positive and negative feedback, along with emerging trends, to the direct supervisor. Answer incoming calls to the College’s main phone lines within established service standards as defined by management. Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.
Front Counter Reception and Support
Provide front-line assistance and reception support for student-facing services and operations at the Newtown Campus, as needed. Accept, receipt, and distribute forms in accordance with established procedures and timelines. Accept and process payments for tuition, College services, associated fees, and outstanding student account balances. Guide students through the online application and reactivation processes and assist with College systems used for registering for classes, dropping courses, changing majors, updating personal information, ordering transcripts, making online payments, and reviewing Financial Aid status. Refer students to appropriate departments or staff members when additional assistance is required. Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.
Outbound Student Outreach
Conduct proactive student outreach through phone, email, text messaging, chat, and other approved communication channels to provide applicants with information about their next steps toward enrollment. Focus on applicants who have not progressed through the enrollment process or may need additional assistance. Provide personalized guidance, answer questions, identify barriers, and connect students with appropriate College resources to support their successful enrollment.
Voicemail, Email, Mail, and Fax
Provide accurate and complete information regarding College policies, procedures, and services in response to inquiries received through voicemail, email, mail, and fax. Respond in a timely, professional, and courteous manner, demonstrating sound judgment when referring inquiries to the appropriate department or staff member. Ensure voicemail and email responses include appropriate contact…