The Student Services Specialist is a mid-level, service-focused role that provides immediate assistance to prospective and current students through inbound calls, emails, and other communication channels. This position primarily involves guiding students through the initial stages of the enrollment process, assisting with course registration, verifying documentation, and addressing inquiries to ensure seamless and efficient student experience. The Specialist responds to student needs in a timely and professional manner, focusing on delivering high-quality customer support while maintaining accurate records and compliance with institutional policies.
Duties and Responsibilities:
- Serve as the initial contact for prospective students and their families, responding promptly to inbound inquiries via phone, email, and chat.
- Conduct discovery conversations to assess applicant qualifications and determine program fit.
- Guide prospective students through the application, enrollment, and appropriate student life cycle processes ensuring the timely submission of required documents.
- Develop in-depth knowledge of university programs, the student life cycle, and policies to provide accurate and relevant information.
- Identify and escalate potential roadblocks in the student life cycle process, offering solutions to improve prospective student experience.
- Accurately update and maintain detailed records in the Customer Relationship Management (CRM) system and Five9 to ensure data integrity.
- Collaborate with internal teams, including admissions, financial aid, and academic advising, to ensure a seamless student experience.
- Identify opportunities for process improvements and share recommendations to enhance operational efficiency.
Knowledge/Skills/Abilities:
- Strong verbal and written communication skills with the ability to convey complex information clearly and professionally
- Proficiency in Google Workspace
- Proficiency in Customer Relationship Management (CRM) platforms
- Proficiency in dialer/telephony systems
- Demonstrated ability to manage multiple tasks in a high-volume, deadline-driven environment.
- Strong attention to detail and organizational skills to ensure accuracy and compliance.
- Excellent problem-solving skills with a commitment to delivering high-quality customer service.
- Ability to maintain composure and professionalism in a fast-paced, transactional environment.
- Due to the remote environment, effective communication and time management skills are required, as well as the ability to use/learn multiple technology platforms and switch between them on a regular basis
- Physical requirement: Must be able to work at a computer for prolonged periods
Credentials and Experience:
- High school diploma or GED required.
- Bilingual skills preferred (English/Spanish preferred).
- Minimum 1–2 years of experience in higher education admissions, recruitment, customer service, or a related field.
- Previous experience in a contact center or customer support environment preferred.