Call Center Representative

Under general supervision provides professional enrollment services utilizing advisory, technical, team leadership and administration skills to students and former students in an effective, efficient manner to meet their needs. Directs the operations of the Customer Service Center and establishes operating standards and objectives. Trains and supervises call center staff. Implements processes to ensure customer satisfaction leading to increased student retention, and a dynamic climate promoting diversity, lifelong learning and academic excellence.

Essential Duties Summary

• Collaborates with each unit to proactively resolve student issues and makes recommendations or takes action to meet the needs of the customer.

• Establishes a feedback process in collaboration with the Office of Institutional Effectiveness to evaluate the institution and department's effectiveness and efficiency, in the delivery of customer service to students; and to ensure a unified focus and goal.

• Participates as a member of the team utilizing data to improve the efficiency and effectiveness of the delivery of customer service to the University and support the delivery of service to the students.

• Communicates verbally and in writing with students, departments, and outside entities to resolve student issues. Provides advice and guidance on Enrollment Services related issues within established policies and procedures.

• Directs the operations of the Enrollment Services Customer Service Center. Insures that Call Center staff is able to articulate this information to the customers in a clear and concise manner.

• Trains the Customer Service Center staff to be knowledgeable of policies, practices, and procedures regarding State, Federal and University requirements. Establishes and sources customer services training opportunities for the Call Center Representatives.

• Performs other job-related duties as assigned.

% FTE

1.0

Hiring Range Commensurate with experience. Education

Bachelor's degree (B.A. or B.S.) is preferred, appropriate experience may be substituted for education on a year for year basis.

Required Licensing/Certification

None required.

Knowledge, Skills, and Abilities

Knowledge of:

• Policies, procedures, and practices.

• Microsoft Office Professional or similar application.

Skill in:

• Detail oriented.

• Problem-solving and decision-making.

• Multitasking and time management.

• Interpersonal.

• Problem-solving.

• Both verbal and written communication.

Ability to:

• N/A

Work Experience

Three (3) to and five (5) years of related experience.

Working/Environmental Conditions

• Routine office environment.

• Sitting or standing in one location much of the time.

• Use of video display terminal.

Desired start date Position End Date (if temporary)