Specialized Support - Information Representative

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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 information for follow-up when necessary.
• •Process address and biographical information changes received through approved communication channels or in person. Review returned mail, verify information with students, make appropriate corrections, and maintain accurate records. Track information and prepare reports related to address changes and returned mail.
• •Distribute incoming Admissions correspondence to appropriate staff members. Enter and update prospective student information in College systems, generate requested documentation, and assist with collecting, entering, and reporting data for surveys and studies, including graduation, customer satisfaction, and student service activities.
• •Respond to voicemail, email, and fax requests from students, faculty, and staff within one business day. Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.

Inbound Chat-Based Inquiries

Respond to and resolve general inquiries received through live chat regarding the enrollment process, registration, course offerings, financial services, schedules, and other College-related questions. Provide accurate information and connect individuals with appropriate resources when additional assistance is needed. Demonstrate strong written communication, grammar, keyboarding, concentration, and multitasking skills. Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.

Investigate and Resolve Student Inquiries

• •Investigate and resolve complex student inquiries received through all communication channels, including issues related to course schedules, registration, dropped or canceled classes, payment concerns, withdrawal procedures, and requests for student information.
• •Guide students through College processes and systems, including applications, reactivation, registration, course changes, major changes, personal information updates, transcript requests, and online payments. Provide assistance in person, by phone, email, or live chat, and refer or escalate issues to appropriate College departments when necessary. Safeguard the confidentiality of student records in accordance with College policies and FERPA requirements.

SECONDARY JOB DUTIES

Perform additional responsibilities related to staff training, special projects, College events, meetings, cross-departmental support, and other assignments as determined by management.

MINIMUM QUALIFICATIONS

• •High school diploma or equivalent with 3 years of work experience.
• •Minimum of 1 year of experience in a service-based call center or secondary/higher education environment.
• •Must possess superior communication skills.
• •Must speak clearly and professionally with a confident presence, both on the phone and in person.
• •Must be able to communicate clearly and concisely when responding to email and web inquiries, including live chat.
• •Must demonstrate active listening skills and positive body language.
• •Must have the ability to relate to each individual.
• •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 Office applications, including 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.
• •Must demonstrate a willingness and eagerness to help others.
• •Must demonstrate accuracy, empathy, understanding, compassion, thoroughness, attention to detail, and precision in their work.
• •Must be highly organized and able to multitask.
• •Must demonstrate sound judgment when referring inquiries to other departments or escalating situations to management.
• •Ability to ask appropriate questions to identify an individual’s needs and provide accurate information or assis