Services must include, but are not limited to: 2.1 General Call Center Operations .1 Manage inbound calls (17,176 calls in 2024) including overflow during peak periods. .2 Operate as BC’s primary switchboard, accurately routing calls and minimizing wait times. .3 Maintain up-to-date knowledge of college services, events, and key deadlines. .4 Deliver high-quality customer service that reflects the college’s standards. 2.2 Admissions and Registration Support .1 Answer general questions on admissions requirements, registration, transcript submissions, and residency documentation. .2 Guide students through the online application and registration process using myBC. .3 Alert students to registration barriers (e.g., missing TSI scores, documents). .4 Provide general information on FAFSA, scholarships, deadlines, and required documentation. .5 Help students view their financial aid status and disbursement timelines via myBC. .6 Refer students to Financial Aid staff for document issues, appeals, or complex inquiries. .7 Share basic information on testing options (TSI, CLEP, proctoring). .8 Schedule appointments for counseling and testing services. .9 Direct students to counseling services or testing administrators as needed. 2.3 Paying for College .1 Respond to general questions regarding tuition, fees, payment deadlines, and installment plans. .2 Guide students through the process of setting up a payment plan or making online payments. .3 Refer students to the Business Office for billing discrepancies, refunds, and holds related to unpaid balances. .4 Provide information about financial literacy resources or workshops available through the College. .5 Assist students in navigating the Paying for College section of the BC website to access up-to-date cost and aid information...
