Customer Service Representative - Call Center; Part - Time

Call Center Support

Milwaukee Area Technical College (MATC) is Wisconsin's largest and most diverse technical college, offering 170+ high-quality programs that connect students to a career in as little as one to two years. The college also offers a less expensive path to a four-year degree. MATC is transforming lives, industry and our community by preparing students today for the careers of tomorrow. Together, we are meeting the needs of the community we share and are focused on students with the greatest needs.

We are seeking passionate individuals to join our team who shares the same passion in serving this purpose. Under the Supervisor, Call Center, supports the Call Center team to assist prospective and continuing students in the enrollment and retention process. Assists faculty, staff and general public on admissions and program questions. Ensures accuracy and completeness of student data information and provides data online support including resolution and application completion.

Work is cross-functional and diverse in nature. Supervision received is general in nature using established procedures and general objectives.

• Responds to incoming questions and inquiries primarily by phone providing technical information that requires knowledge of Student Services procedures; exercises discretion in determining information to be released.
• Explains and provides assistance in the enrollment process including admissions, financial aid, counseling and advising, and registration.
• Makes outbound calls to prospective students, applicants, and current students regarding admissions, recruitment, financial aid, and registration.
• Gathers and/or provides factual information, maintains records, and interprets data requiring reference to a variety of sources; prepares and maintains complex statistical reports including designing formats for tables, charts and graphs; conducts needed special studies to report recommendations.
• Determines and resolves caller needs with the application process.
• Provides client feedback reports to management.
• Verifies admissions information for accuracy and completeness.
• Works as an effective cross functional team member.
• Identifies and refers students to support services available at MATC and community-based organizations; offers solutions to current students that promotes student retention.
• Contacts departments/offices across the college to research answers for student questions; avoids transferring calls or sending students to other offices.
• Assists with New Student Orientation, Quick Start and Promise Student Workshop.
• Provides job training and assistance to colleagues and subordinates on records management process.
• Serves as replacement for the Welcome Center.
• Performs other related duties as required for the efficient operations of the division.

Required Education :
Associate degree in Business, Communication or related field required Required Experience :
Two (2) years of experience in customer service and/or call center; or any combination of experience and training which would provide the necessary knowledge, skills, and abilities. Competencies:

• Cultivates innovation
• Optimizes work processes
• Ensures accountability
• Collaborates
• Interpersonal savvy
• Communicates effectively
• Instills trust
• Customer focus
• Action oriented
• Values differences
• Self-development
• Compassion

• Requires knowledge of district policies and procedures; ability to interpret and communicate admissions, financial aid, registration processes and COSMO software application.
• Knowledge and proficiency in the use of computers, spreadsheets, multiple communication platforms and software with the ability to perform functions including creating documents and spreadsheets, correcting and proofing, storing and filing text, recalling and retrieving text, printing; and using special features as communications; merging, reformatting, major editing, and revisions.
• Organizational and coordinating skills, the ability to multi-task and handle multiple priorities and changes with professionalism.
• Ability to understand and follow oral and written instructions.
• Ability to utilize excellent customer service skills in order to establish and maintain effective working relationships with MATC staff, faculty, students, representatives from outside agencies, business community and the general public.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment.
• Ability to establish and maintain effective working relationships with other employees, students and school personnel.
• Ability to communicate effectively through both oral and written means.
• Self-starter with the ability to work independently, and as a team member.
• Performs highly complex clerical duties requiring a thorough knowledge of the student services division and student services student data bases.
• Requires the ability to effectively communicate with students, staff and the…