Customer Service Specialist (Student Services)

Job Description

Job DescriptionSalary:

posted 7/18/2025 until 8/1/2025 or until filled

Pierpont Community & Technical College

JOB TITLE: Customer Service Specialist (Student Services)

AGENCY: Pierpont Community and Technical College

WORK LOCATION: Pierpont Advanced Technology Center, 500 Galliher DriveFairmont, West Virginia 26554

REPORTS TO: Executive Director, Admissions & Enrollment

FLSA Status: Nonexempt

Employee Category: Classified

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GENERAL JOB SUMMARY:

The Customer Service Specialist serves as the first point of contact for students, faculty, staff, and visitors at Pierpont Community & Technical College. This position provides high-quality customer service by answering inquiries, assisting with student account transactions, processing forms, and resolving issues related to admissions, registration, financial aid, and general college information. The specialist ensures that all interactions reflect the colleges commitment to student success and exceptional service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets and assists students, employees, and visitors in person, by phone, and via email in a courteous and professional manner.
• Responds to inquiries regarding admissions, registration, financial aid, tuition payment, and college policies.
• Assists students and parents with basic interpretation and explanations of college, state, or federal policies and procedures.
• Responds to and processes requests for information including those initiated by the marketing and communications and the enrollment management departments related to recruitment and retention activities.
• Provides support to potential and existing students by researching inquiries as needed, obtaining follow up information from the appropriate department, communicating the information and following up to ensure customer satisfaction, limiting the number of internal phone transfers
• Processes incoming mail and returned mail through a detailed processing structure, requiring strict adherence to institutional, state, and federal policies.
• Processes forms, collect documentation, and maintain accurate student records in compliance with college policies and FERPA regulations.
• Receives and inputs student documentation in the Student Information System, including but not limited to institutional forms, transcripts, and financial aid documents, reviews previously scanned documents for accuracy.
• Provides other support functions related to Student Services and the College.
• Participates in outreach activities such as open houses, orientation sessions, and registration events.
• Maintains up-to-date knowledge of college programs, services, and academic calendars.
• Contribute to the overall success of Pierpont by performing all other duties as assigned.

MINIMUM QUALIFICATIONS:

• Ability to handle multiple and competing tasks.
• Experience in a fast paced, high volume, structured environment
• Strong commitment to customer service
• Skills in customer service, basic math, grammar, and basic level skills in word processing (MS Word) and spreadsheet application
• Ability to handle a high call volume while maintaining integrity and accuracy.
• Excellent communications skills (interpersonal, verbal, listening, and written)
• Ability to work as a member of a team as well as an individual contributor.
• Ability to learn basic and complex college, state, and federal policies and procedures.

EDUCATION AND EXPERIENCE:

• Associates degree or related certification required.
• One year of experience in customer service, preferably in an educational or office setting.
• An equivalent combination of education and experience is acceptable.

PHYSICAL REQUIREMENTS:

• Conditions are those of a typical office environment, requiring frequent oral communication with students and colleagues, the ability to enter data and written communications in electronic format in a timely manner, and sufficient mobility to be present and address students, their parents, and fellow professionals at appropriate college and regional functions.
• Must be able to frequently sit; talk or hear; and lift up to 10 pounds unassisted.
• Must be able to work in an environment with a moderate noise level.

DISCLAIMER:

This description does not state or imply that the duties listed are the only duties to be performed by the position incumbent. Employees are required to follow job-related instructions and perform other job-related activities assigned by their supervisor. Most requirements are subject to possible modification in order to provide reasonable accommodation to individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, students, other employees, or the general public.

Equal Opportunity Employer

The West Virginia Higher Education Policy Commission and the Community and Technical College System of West Virginia are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, or protected veteran status and will not be discriminated against on the basis of disability. The Commission and Council provide a collegial and respectful environment that values the contributions all staff.