The Enrollment Advisor - Virtual Services serves as a resource for students as they navigate their journey with Pima Community College. They are responsible for providing excellent customer service by responding to student inquiries via telephone, email, and video conferencing while researching and resolving student concerns as the first point of contact.

This position provides services for Student inquiries include but are not limited to admissions, advising, placement and testing, career services, financial aid, graduation services, new student orientation, registration, student self-service stations, veteran’s services, and the welcome desk.

Enrollment Advisor - Virtual Services must be able to be creative problem solvers and be comfortable with making independent determinations and recommendations to students in accordance with guidelines prescribed by Student Affairs. This is an excellent opportunity for someone who is passionate about making access to education a reality for the diverse student populations of Tucson.

The work schedule for this position is flexible and may include working evenings and weekends.

Please note, that this role will be in person and will report daily to the Virtual Student Services office located at the PCC West Campus.

Duties and Responsibilities:

• Advise students on policies; procedures and processes pertaining to multiple functional areas, and targeted academic programs or student populations which include but are not limited to: academic advising, admissions/selective admissions, placement/testing; career services, general financial aid; graduation services; general information regarding international student services, new student orientation; registration; retention of developmental education students, assisting students at self-service stations and with general information regarding veterans services.
• Proactively reach out to newly admitted students and help them through the Enrollment Funnel (Helping a student after completing the application all the way to registering for the student's first semester).
• Train and assist students to navigate the student portal and online student services processes
• Implement department operational procedures and processes in coordination with the District Office and other campus departments
• Make decisions and/or recommendations according to complex guidelines for financial aid and advising; evaluating academic transcripts and completing official degree and graduation checks. and prioritizing student service requests
• Provide services to students and the general public by resolving student services complaints and concerns, and responding to a variety of general inquiries and requests
• Make recommendations for process changes and improvements; prepare reports and conduct data collection
• Daily use of technology to deliver services to future and current students. This includes student management software such as shared inboxes and same-day call-back services.
• Participate in setting area goals and objectives
• Perform other duties as needed

Job Requirements:

• Bachelor's degree and
• One year of experience in Education: Including but not limited to, Academic Advising, Registration, College Admissions, Transfer, Financial Aid, or Career Services

The ideal candidate will have the following knowledge, skills and abilities:

• Knowledge of Student services and programs relevant to a higher education setting
• Academic advising and enrollment services principles
• Applicable local, state, and federal laws, rules, and regulations
• Understand common student barriers and how to assist students develop academically
• Excellent customer service skills and demonstrated knowledge of customer service principles
• Must be comfortable with technology specifically: desktop computing, applicable software applications, and adapt to new and advanced technologies
• Excellent written and oral communication skills
• Familiarity with providing support services to students virtually
• Experience with reading, comprehending, and reviewing student records, including but not limited to applications and transcripts
• Critical thinking, decision-making, and solving complex problems that cross multiple areas of student services
• Maintaining the security of confidentiality of student records
• Compiling and creating reports related to student data
• Communication, and interpersonal skills as applied to interaction with coworkers, supervisors, the general public, etc. sufficient to exchange or convey information and to receive work direction
• Prioritizing work and performing multiple tasks
• Knowledge of and experience with working with diverse populations of students