Specialist, Call Center; Part-Time Pool

Responsibilities

The part‑time Specialist, Call Center provides exemplary service to all current and prospective students in a fast‑paced, high‑volume call‑center setting. Serves as the first and primary point of contact for all inbound and outbound communication interactions, answering phone calls, responding to inquiries and concerns, and cultivating a student’s sense of belonging with the college. Educates, informs, assists, and responds to student questions pertaining to the college, provides referral resources to specific departments, and proactively connects students to information and resources to ensure their academic progression.

• Serves as the first point of contact to current and prospective students on a wide range of services on all programs and courses offered by the college.
• Answers inbound calls and manages outbound communication efforts to ensure a seamless student experience from inquiry through graduation.
• Educates current and prospective students regarding appropriate services throughout the enrollment process, including admissions, placement testing, applying for financial aid, advising, and registration.
• Supports students in completing steps to enroll and refers students to academic departments and support services including tutoring, counseling, services for students with disabilities, veterans’ affairs, and career development.
• Collaborates across all divisions of the college to ensure the accuracy and timeliness of student information.
• Collaborates on pro‑active communication campaigns that provide students with strategic information and methodologies that foster their sense of belonging to the college.
• Assists with resolution of student challenges in a holistic, positive manner and ensures students are aware of the needed information and resources that support their success.
• Coordinates communication through multiple technology modalities, such as EAB Navigate, Canvas, and People Soft, to support student achievement, retention, and completion of their academic goals.
• Performs other duties as may be required or assigned.

• Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• One year of volunteer or professional experience in an office environment, customer service, call center, or working with students, which could include work study or student employee.

• Work experience in a community college or university setting.
• Experience in a call center.

• Strong service excellence skills and the ability to provide excellent customer service.
• Ability to use technology components, such as EAB Navigate, Canvas, and People Soft, to support student success.
• Ability to work in a flexible and fast‑paced environment, exercising good judgment and discretion.
• Excellent Microsoft Office 365 skills (Outlook, Word, Excel) and the ability to become proficient in videoconferencing applications, including Teams or Zoom.
• Strong problem‑solving and critical‑thinking skills.
• Excellent verbal, written, and interpersonal communication skills.
• Committed to working in a multicultural environment.
• Ability to exhibit a professional, courteous demeanor.

• Works inside an office environment.
• Flexible hours/days.

This description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by their supervisor.

Pay Rate: $15.00 per hour, with opportunities to work up to 26 hours per week based on departmental needs and scheduling availability.

Finalists and individuals recommended for employment at Seminole State College must reside in the State of Florida at the time of hire and may be subject to background investigations and fingerprinting in compliance with Florida Statute 1001.64; and Seminole State College Policy 1.020; 2.020. Criminal background checks and fingerprinting will be conducted for all new employees, and for…