Contact Center Agent

POSITION PURPOSE:

The Contact Center Agent is a high profile, front line position at Navarro College that provides exceptional customer service regarding support services. These services are primarily delivered over the phone, via text and e-mail. This includes providing guidance and solutions to general inquiries, and support services to the Navarro College admissions functions.

GENERAL DUTIES AND RESPONSIBILITIES:

• Provide customer-centered, exceptional customer service.

• Work as a team and provide support and communication to colleagues.

• Maintain current knowledge of enrollment functions including application process for admissions and financial aid, academic programs, and paperwork needed to support applications.

• Call and provide prospective students with guidance on completing admission, financial aid, and other related enrollment paperwork by assessing needs.

• Assist students in using the College website and Student Portal to answer general questions, locate forms, complete admission applications, complete the Free Application for Federal Student Aid (FAFSA), access WebAdvisor and other related sites such as Canvas, Office 365, and student email accounts.

• Provide technical support and solve the basic and routine user hardware and software problems or questions including system access (login), desktop computer hardware and software and enterprise system software.

• Assist the Contact Center Manager in training and supervising seasonal operators and work-study students.

• Establish priorities on Contact Center tickets based on established Contact Center and departmental guidelines and procedures. Properly documents problem tickets to online Contact Center System and follows up and communicates ticket information to users when appropriate.

• Respond to Contact Center tickets and answer enrollment calls, returning voicemail and email messages as quickly as possible.

• Escalates and/or transfer tickets to appropriate part for resolution when resolution is beyond the scope of the Contact Center.

• Assist with various recruitment and outreach campaigns by contacting students via email and phone.

• Prepare all types of out-going student communications for Enrollment Management.

• Maintain confidentiality of student records by following FERPA regulations, carefully monitoring student records at the workstation for security, and properly storing all student records.

• Maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.

• Perform other duties as assigned which supports the mission and initiatives of the College.

KNOWLEDGE, SKILLS AND ABILITIES:

• Customer service work experience with a demonstrated concern for and delivery of exceptional customer support. Preferred experience with financial aid, admissions, IT or other related student services area within a higher education setting.

• Ability to work in a fast-paced, evolving work environment with many interruptions.

• Ability to diagnose end-user issues for resolution or escalation.

• Strong problem-solving and troubleshooting skills.

• Ability to learn new technology and understand similarities and key differences.

• Skilled at explaining technical subjects to non-technical, as well as technical customers.

• Ability to prioritize tasks to be completed in the short-term.

• Ability to understand and follow standard operating procedures, as well as Contact Center and departmental guidelines and operating procedures.

• Ability to communicate effectively, clearly, and concisely, both orally and in writing, with all levels of the college community, including the ability to exercise patience, tact, and good judgment in dealing with end users.

• Strong knowledge of the English language with ability to speak clearly and effectively.

• Ability to learn and to keep current on the college facilities, departments, and activities to provide effective Contact Center services.

• Good working knowledge of the policies and procedures employed throughout the College.

POSITION QUALIFICATIONS:

Required:

• High School diploma or equivalent.

• Two (2) years proven customer service experience.

Preferred:

• Associate's Degree.

• Experience in application software troubleshooting and repair.

• Bilingual in the English and Spanish language.

WORKING CONDITIONS:

• Variances from regular working hours may be necessary to fulfill the responsibilities of the position. May include weekends, holidays and working when other college departments may be closed during peak times.

• Busy working environment with numerous interruptions.

• Must pass a background check due to the sensitivity of system access granted to perform duties.

SALARY: $24,607. annually / (this is a 12 month position to be paid over 12 months)