Student Services Representative

Description:

Collin College is seeking a motivated Student Services Representative to provide personalized one-on-one customer service to current and prospective students. This role involves answering inquiries via phone, live chat, and email, assisting students with college applications, federal and state financial aid, and processing student records while maintaining confidentiality and compliance with relevant regulations.

Key Responsibilities:

• Respond to inbound and outbound student inquiries via multi-line phone system (Cisco Agent Desktop or similar).

• Assist students with admissions applications, onboarding, financial aid, veteran benefits, registration, and payment processes.

• Follow up on complex student questions by researching and collaborating with relevant departments.

• Provide accurate and timely responses to student inquiries by phone and email.

• Forward or escalate unresolved issues as appropriate.

• Document all interactions according to standard procedures.

• Use the Student Information System (SIS) to review student accounts and provide solutions or next steps.

• Maintain confidentiality of student records following FERPA guidelines.

• Deliver high-level customer service, ensuring a positive student experience.

Required Qualifications:

• Associate degree from an accredited institution plus 2 years related experience, OR at least 60 college credit hours or 4 years directly related experience.

• Knowledge of Collin College policies, admissions, registration, and financial processes.

• Familiarity with College’s Student Information System (SIS) and FERPA.

• Experience with application platforms such as ApplyTexas and FAFSA.

• Strong organizational, computer, verbal, and written communication skills.

• Ability to work efficiently in a fast-paced, sometimes stressful environment.

• Proficient with Cisco Agent phone system and software.

• Critical thinking and problem-solving abilities.

Preferred Qualifications:

• Experience with student information systems and Cisco Agent Desktop application.

Working Conditions & Physical Demands:

• Sedentary work mostly involving sitting, occasional walking and standing.

• Typical office environment with minimal physical effort required.

Additional Information:

• Part-time, hourly position at $18.01/hour.

• This is a security-sensitive position; candidates will undergo a criminal background check.

• Collin College is an Equal Opportunity Employer committed to diversity and reasonable accommodations.