Call Center Specialist

Call Center Specialist

We are looking for a Call Center Specialist to support a busy student registration program for families seeking school placement assistance in Charlotte, North Carolina. This contract position is ideal for someone who communicates clearly, stays composed in high-volume situations, and can provide helpful bilingual support when needed. The role is part-time with a flexible schedule, including weekday and Saturday coverage, and focuses on delivering responsive, solution-oriented service to callers throughout peak enrollment periods.

Responsibilities:

• Respond to a large volume of inbound calls from families seeking guidance on student registration and school placement steps.
• Assist callers with registration-related questions, explain required information, and help them move forward in the enrollment process.
• Provide bilingual assistance to support families who are more comfortable communicating in another language.
• Document customer details accurately and capture unresolved issues for follow-up when additional support is needed.
• Address upset or frustrated callers with professionalism, de-escalate concerns, and work toward practical resolutions.
• Maintain strong responsiveness during peak business hours while managing call queues efficiently and courteously.
• Continue conversations already in progress by reviewing prior notes and helping callers complete next steps without delay.
• Escalate complex matters through the appropriate support channels or shared resources when a solution cannot be provided immediately.