The vendor is required to provide comprehensive call center services that reflect college commitment to student success.
- Services must include, but are not limited to:
1. General call center operations
• Manage inbound calls (17,176 calls in 2024) including overflow during peak periods.
• Operate as college primary switchboard, accurately routing calls and minimizing wait times.
• Maintain up-to-date knowledge of college services, events, and key deadlines.
• Deliver high-quality customer service that reflects the college’s standards.
2. Admissions and registration support
• Answer general questions on admissions requirements, registration, transcript submissions, and residency documentation.
• Guide students through the online application and registration process using my college.
• Alert students to registration barriers.
• Provide general information on FAFSA, scholarships, deadlines, and required documentation.
• Help students view their financial aid status and disbursement timelines via my college.
• Refer students to financial aid staff for document issues, appeals, or complex inquiries.
• Share basic information on testing options.
• Schedule appointments for counseling and testing services.
• Direct students to counseling services or testing administrators as needed.
3. Paying for college
• Respond to general questions regarding tuition, fees, payment deadlines, and installment plans.
• Guide students through the process of setting up a payment plan or making online payments.
• Refer students to the business office for billing discrepancies, refunds, and holds related to unpaid balances.
• Provide information about financial literacy resources or workshops available through the college.
• Assist students in navigating the paying for college section of the college website to access up-to-date cost and aid information.
4. General student support
• Provide information on academic support services, including:
o Student success center: offers free tutoring in math and writing, quiet study spaces, and access to student computers.
o Writing center: assists with reading, writing, and speaking skills, including assignment support and feedback.
o Math center: provides tutoring and support to enhance problem-solving and logic skills.
o Supplemental instruction (SI): peer-led study sessions for science courses to improve study skills collaboratively.
• Direct students to student mentors who offer guidance and insights to ensure a smooth college journey.
• Inform students about student wellness and basic needs services, such as:
o Gator mart: the student food pantry addressing food insecurity.
o Student support fund: emergency aid for unforeseen circumstances impacting educational goals.
o Housing and rental assistance, utility assistance, and transportation support.
• Guide students to student life resources, including:
o Fitness loft: access to fitness facilities.
o The swamp: recreational hub with games and social activities.
o Student organizations: opportunities for campus involvement and leadership.
• Assist students in accessing virtual campus support for technical assistance with online courses.
• Provide information on disability services and accommodations available to support students with disabilities.
• Guide students through basic it functions such as password reset, student account issues, or redirecting to the IT helpdesk.
• Refer students to appropriate departments for additional support services as needed.
5. Emergency preparedness & response
• Staff must be trained in college emergency protocols.
• In emergencies, callers must be immediately directed to 911 and escalated to campus safety.
o Accurately logs emergency calls with the following:
o Caller name and contact information
o Location of incident
o Nature/severity of emergency
o Number impacted
o Immediate threats/hazards
o Status of 911 notification
• Act as an emergency information contact during weather events or campus disruptions
6. Hours of operation
• Standard hours: Monday–Thursday, 8:00 am–6:30 pm; Friday, 8:00 am–12:00 pm central standard time.
• Extended coverage required during peak registration and financial aid periods.
• Availability for emergency messages (recorded or live) during closures.
7. Minimum qualifications
• Proven experience in higher education call center support.
• Demonstrated ability to manage seasonal call volume fluctuations.
• Staff trained in FERPA and emergency response protocol.
• Bilingual staff preferred (English/Spanish).
• Technology infrastructure to ensure secure, high-quality, and compliant communication.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 11, 2025