Specialist, Call Center; Part-Time Pool

Responsibilities

The part-time Specialist, Call Center provides exemplary service toall current and prospective students in a fast-paced, high-volume call center setting. Serves as the first and primary point ofcontact for all in-bound and out-bound communication interactions,answers phone calls, responds to inquiries and concerns, andcultivates 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 specificdepartments, and pro-actively connects students to information and resources to ensure their academic progression.

• 1. 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.
• 2. Answers inbound calls and manages out-bound communication efforts to ensure a seamless student experience from inquiry through graduation.
• 3. Educates current and prospective students regarding appropriate services throughout the enrollment process, including admissions,placement testing, applying for financial aid, advising, and registration.
• 4. Supports students in completing steps to enroll and refers students to academic departments and support services including tutoring, counseling, services for students with disabilities,veteran’s affairs, and career development.
• 5. Collaborates across all divisions of the college to ensure the accuracy and timeliness of student information.
• 6. Collaborates on pro-active communication campaigns that provide students with strategic information and methodologies that fostertheir sense of belonging to the college.
• 7. 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.
• 8. Coordinates communication through multiple technologymodalities, such as EAB Navigate, Canvas, and People Soft to support student achievement, retention, and completion of their academic goals.
• 9. Performs other duties as may be required or assigned.

• 1. Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• 2. 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.

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

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

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

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

This position is eligible for Veteran’s Preference.

This is a pool position. Applications remain active for…