Virtual Services Representative (Call Center)

Virtual Services Representative (Call Center)

Salary

$41,529.00 - $68,640.00 Annually

Location

Catonsville, MD

Job Type

Full-Time Staff

Job Number

2026-032

Division

Enrollment and Student Services

Opening Date

04/24/2026

• Description
• Benefits

Class Description

The purpose of this class is to provide friendly, courteous, and patient frontline call center chat and text services including support to students and the college community. Provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services. This position works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless and customer-service-oriented experience.

Minimum Requirements

Associates degree or 60 transferable college credits with two (2) years of experience, or High School diploma/GED with four (4) years of experience working with students or customers in a service-oriented environment. At least three (3) years of call center experience. This call center experience must include managing a high volume of inbound and outbound calls. Must be able to understand and respond to inquiries promptly with friendly, courteous and patient communication understandable to all callers.

Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelor's degree preferred. Bilingual skills preferred.

Work Hours: 9 am - 5 pm Monday - Thursday 8:30 am - 4:30 pm Friday and one weekday every other week 11 am - 7 pm.

Compensation within the posted range is determined by a candidates education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.

For Best Consideration Please Apply By: May 8, 2026

Class Specific Essential Duties

When speaking with students, faculty, staff, business partners and referring agencies/organizations, by phone, in person or email, the enrollment specialist must:

• Assist and provide information, daily to students, faculty, administrators and the college community by email, and primarily on the telephone.
• Provide day to day processing of enrollment related paperwork.
• Resolve and troubleshoot problems in daily processing of service requests related to areas including enrollment, course selection and refunds.
• Process, prepare and validate student documents relating to all aspects of the enrollment process.
• Process mail and handle inquiries from internal and external sources to facilitate efficient office operations.
• Audit and/or verify student records. Research and resolve discrepancies.
• Facilitation of efficient process and data management of student enrollment records.
• Serve as essential staff for the College Community to ensure business continuity.

Position Specific Essential Duties

• Provide virtual services through phone, chat, text and email support for all CCBC students, faculty, and staff utilizing in-depth knowledge of admissions, bursars, registrar, and financial aid to provide accurate information and support.
• Facilitate simultaneous high call volume and student information updates.
• Assist prospective students with their admission application and resolving questions related to admissions, and their journey with CCBC.
• Guide new admits through the enrollment process.
• Triage student questions to ensure advising appointments are only scheduled when necessary, utilizing an appointment system such as SARS Anywhere, Element451 CRM, or another queuing system. Resolve questions quickly when possible, and assign the appropriate advisor for appointments when needed. Ensure students are connected with their assigned academic advisor and schedule follow-up appointments as necessary.
• Ensure student's records are accurate within Banner SIS and Element 451 CRM and assisting them with updating their records as needed.
• Utilize the student information system, Banner, to analyze and clarify student accounts, financial aid packages, and payment options, ensuring students receive clear and actionable information to complete their financial aid processes and accept awards.
• Educate students about the benefits and requirements for federal and state financial aid and helping them apply for aid via the FAFSA.
• Utilize Banner SIS for student registration by assisting students with course selection, registration processes, and ensuring accurate enrollment data. Use Banner Xtender to scan, index, and manage student records, ensuring all documents are properly filed and easily accessible for future reference, while maintaining data integrity and confidentiality.
• Solve problems that the student has related to enrollment, payment, retention, and graduation processes.
• Navigate confidential student information across multiple systems, ensuring compliance with relevant regulations and privacy standards.
• Collaborate effectively with colleagues in Instruction, Student & Academic Affairs, Student Finance, and Enrollment Services, facilitating smooth interactions between students and other departments to enhance service delivery.
• Document interactions with students accurately and thoroughly in Element451 CRM, tracking and maintaining records of inquiries, responses, and any follow-up actions taken.
• Escalate queries and concerns as necessary to ensure timely resolution and effective support for students.
• Participate in software, process, and skill training and professional development. This includes, but is not limited to local, state, and federal compliance regulations. Attend, and occasionally lead, job specific workshops, conferences, trainings, and other professional development opportunities.
• Ensure service delivery standards are met as set by Quality Assurance & Intake Management.
• Provide technical support to students to facilitate account recovery.

CCBC Full Time Benefits At A Glance

BENEFIT SUMMARYHealth and Medical

• CIGNA
• Cigna Open Access Plus (OAP)
• Cigna Open Access Plus In Network (OAPIN)

KaiserPrescription Drug Benefits:

• For CIGNA Plans - included in Cigna Plan Medical Premiums
• Kaiser - included in Kaiser Medical Premium

Mental Health

Emotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre-approved. Premium included in medical care plan.

Dental Benefits

• CareFirst Blue Cross/Blue Shield Regional Traditional
• CareFirst Blue Cross/Blue Shield Regional Preferred

Vision Benefits

• NVA

Flexible Spending Accounts

• Benefit Strategies Health Spending Account $2,600
• Benefit Strategies Dependent Care (children under 13 and elder care) $5,000

FinancialTerm Life Insurance: MetLife

• Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10)
• Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid.

Permanent Whole Life Insurance: Unum

• Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum. Available to full-time employees, part-time associates, and adjunct faculty.
• Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid.

Accidental Death & Dismemberment: The Hartford

Individual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000.

Long-Term Disability

Plan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium.

Retirement Plans

• Maryland State Teacher's Pension System (7% contributory)
• Optional Retirement Plan (non-contributory)
• Baltimore County Employees' Retirement System (7% contributory)

Supplemental (Retirement Annuities) 403(b) and 457(b)

• Tax-sheltered annuities - 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms.

The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees).

• Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions.
• Deferred Compensation Plan - 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.

Legal Services

Legal Resources is a pre-paid legal voluntary benefit for advice, consultation and representation for commonly used legal services.

Credit Union

First Financial Federal Credit Union membership available to employees.

Direct Deposit

Its convenient, safe, reliable and saves time. No waiting for your check on payday. The money is already in your account, whether you are at work or on vacation. Mandatory payroll direct deposit allows employees the control and flexibility of directing their pay to different accounts at any bank, in any location.

Work and FamilyEmployee Assistance Program (EAP): Cigna Behavioral

Free personal advocates assisting you and any household member to resolve any issues.

Paid Leave Benefits

Academic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays.

Tuition Assistance

Eligible full-time employees may qualify for waiver or reimbursement programs. Spouses and legal dependents up to age 22 are eligible for reimbursement with proof of successful completion and a C or better grade. Employee's eligible for Tuition Assistance become eligible for the external Tuition reimbursement program the first semester after one calendar year of employment. Eligibility for waiver or reimbursement for CCBC courses begins after the completion of a 90 day probation for public safety and classified employees.

Academic Cash Award

Classified employees are eligible for a lump sum award of $500 for completion of an unduplicated college degree.

McDaniel College's Educator's Legacy Scholarship Program

CCBC is proud to offer an exciting new benefit to all benefits-eligible employees! Read more "

McDaniel College has extended its Educator's Legacy Scholarship (ELS) program to CCBC benefits-eligible employees. CCBC is among the inaugural community college partners.

Children of ANY current full-time benefits-eligible CCBC employee with at least four years of continuous full-time employment are eligible to receive a scholarship valued at up to $100,000 over four (4) years.

The scholarship will first take effect in the fall semester. The CCBC Employee Benefits Team will provide verification of employment. Excellent teaching is McDaniel Colleges priority and its legacy. The Colleges expert faculty-mentors empower students to achieve their personal best, and many graduates go on to become top K-12 educators.

Since 2010, four of McDaniels graduates were named state Teachers of the Year, including the 2011 National Teacher of the Year Michelle Shearer. McDaniel is ranked among Money Magazines 50 Best Liberal Arts Colleges and offers more than 70 undergraduate programs of study. The personalized curriculum and student-faculty collaboration develop the unique potential in every student. McDaniel College welcomes the sons and daughters of CCBC employees!

Mandated Federal Benefits

Workers' Compensation, Unemployment Insurance, Social Security.

For Your Convenience

• ATM machines are available at each of the main campuses
• Check cashing with appropriate ID
• Free Parking
• Access to weight lifting facilities, swimming pool and library

Employer Community College of Baltimore County

Address CCBC

Baltimore, Maryland, 21228

Phone 443-840-4739

Website http://agency.governmentjobs.com/ccbcmd/default.cfm