What are the responsibilities and job description for the Call Center Enrollment Support Specialist position at Germanna Community College?
Posting Summary
Working Title
Call Center Enrollment Support Specialist
Role Title
Education Support Spec II
Role Code
29144-SW
FLSA
Nonexempt
Pay Band
04
Position Number
29700202
Agency
Germanna Community College
Division
Germanna Community College (Div)
Work Location
Stafford - 179
Hiring Range
$44,392- $49,325 Annually, Plus Full State Benefits
Emergency/Essential Personnel
No
EEO Category
5-Paraprofessionals
Full Time or Part Time
Full Time
Does this position have telework options? -Telework options are subject to change based on business needs-
Does this position have a bilingual or multilingual skill requirement or preference?
Work Schedule
Monday-Friday: 8:00 AM-4:30 PM
Or as scheduled
Or as scheduled
Sensitive Position
No
Job Description
Germanna Community College is a public, open access institution of higher education in the Virginia Community College System. The College is a dynamic learning organization that serves as a regional leader and preferred partner where quality learning experiences enable students to participate effectively in the social, economic, political, intellectual, and cultural life of their communities. Germanna Community College is centrally located in Fredericksburg, VA between Washington D.C. and Richmond and between the Blue Ridge mountains and the Chesapeake Bay. Full of history, the area offers a community rich with diversity, the arts, technology, vineyards, hiking, canoeing/kayaking and many other activities.
Germanna Community College is seeking a full-time Call Center Enrollment Support Specialist to join the Enrollment Services team at the Stafford Center (10 Center Street) campus. This position serves as a primary point of contact for current and prospective students, employees, and community partners by providing accurate, consistent, and timely information regarding enrollment-related processes and services. The specialist supports student access, enrollment, retention, and success by resolving complex inquiries, serving as an escalation resource, and contributing to the continuous improvement of customer service and operational efficiencies in alignment with the mission and values of Germanna Community College.
The Call Center Enrollment Support Specialist plays a critical role in creating a seamless and positive student experience throughout the enrollment journey, from initial inquiry through successful registration and enrollment.
Duties and Responsibilities:
Duties and Responsibilities:
- Provide exceptional customer service and enrollment support through phone, email, chat, text, and in-person interactions.
- Guide students through admissions, onboarding, registration, financial aid, and other enrollment processes.
- Conduct outreach and follow-up to support students from inquiry through enrollment.
- Resolve complex inquiries, troubleshoot enrollment barriers, and serve as an escalation resource.
- Interpret and apply college, VCCS, and state policies to provide accurate information and guidance.
- Connect students with appropriate campus resources and support services.
- Maintain accurate records in CRM and student information systems while ensuring compliance with FERPA and related regulations.
- Collaborate with campus partners to improve services, support student success, and assist during peak enrollment periods.
Special Assignments
May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.
KSA's/Required Qualifications
- Experience in Enrollment Services, Admissions, customer service, or a related student support role within higher education.
- Proficiency in Microsoft Office, data management systems, and student information systems such as PeopleSoft, Banner, Navigate, or similar platforms.
- Strong analytical, problem-solving, and decision-making skills with the ability to interpret and apply policies, procedures, and guidelines.
- Excellent customer service and communication skills, with the ability to provide clear, accurate, and professional information in a fast-paced environment.
- Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines.
- Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive or stressful situations with professionalism and discretion.
- Ability to independently analyze issues and apply sound judgment to resolve complex customer needs.
- Strong verbal and written communication skills.
- Demonstrated ability to learn and effectively use multiple technology platforms simultaneously.
Additional Considerations
- Experience working in higher education, enrollment services, admissions, student services, or a contact center environment.
- Experience using CRM and student information systems, such as EAB Navigate, Salesforce, or similar platforms.
- Demonstrated ability to work independently and collaboratively while providing excellent service to diverse students and community populations.
- Strong problem-solving, communication, and relationship-building skills.
- Experience training, mentoring, or serving in a lead role.
- Experience with, or willingness to learn, artificial intelligence (AI) tools and emerging technologies.
- Bilingual proficiency consistent with institutional and community needs (Spanish preferred).
Operation of a State Vehicle
No
Supervises Employees
No
Required Travel
Travel between campuses can be required.
Posting Detail Information
Posting Number
CLS_4584P
Recruitment Type
General Public - G
Number of Vacancies
1
Position End Date (if temporary)
Job Open Date
07/14/2026
Job Close Date
08/04/2026
Open Until Filled
Agency Website
Contact Name
Joshua Cave
Email
jcave@germanna.edu
Phone Number
Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link:
Additional Information
Background Check Statement Disclaimer
The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest. For more information, please follow this link: http://ethics.dls.virginia.gov/
EEO Statement
The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement
The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
E-Verify Statement
VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.
Salary : $44,392 - $49,325