Contact Center Agent I

Contact Center Agent I - North Campus

Essential Job Functions:

• Respond to inquiries via telephone and email that include the following information:

• Admissions application process

• Transcript process handling

• College testing process

• New student orientation

• Student account status, payment application and account hold information

• Financial Aid application process (FAFSA), including Federal Aid regulations

• Document verification process

• Payment plan options and refunds

• Academic date information, such as registration deadlines, application deadlines, financial aid deadlines

• Course Program information and descriptions

• Use of College ERP system to research and transmit confidential student information to properly identified student callers.

• Use of College account security application to reset passwords upon verified requests.

• Transfer telephone calls and forward emails accurately to internal departments upon request. Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.

• Complete call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.

• Review call center metrics to compare individual performance with team benchmarks. This includes Average Answer Time, Average Talk Time and Average Ring Time.

Knowledge, Skills and Abilities:

• A proven track record of effectively interacting with a diverse constituency group of people.

• Being able to comprehend complex information and explain it to prospective and current students.

• Knowledge of the operations of a community college and the enrollment process.

• Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines.

• Reviews student records and make decision for connections to complete student applications and registration process.

• Assist with document preparation and assigned adjustments to students records.

• Accountable for call quality, attendance, and adherence to work schedule results.

• Heavy phone and computer usage is required for this position.

• Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict management and telephone etiquette skills.

Required Education:

• High school diploma or equivalent

Preferred Education:

• Degree or certificate from an accredited institution

Required Experience:

• Minimum one (1) year of administrative / customer service experience

Preferred Experience:

• Experience in Higher Education

• Banner (software) knowledge of campus departments and process

Salary Grade: 102

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req5049

Posting Close Date: 5/3/2024