Call Center Representative.

A public community college is seeking a Call Center Representative.

 

The primary function is to greet in-bound callers and to provide accurate and timely first-tier informational responses.

 

Minimum Requirements

High school diploma/GED and two years full time experience working in a customer service business environment required. Two years of Call Service Center experience preferred.

Essential Duties

  1. Answer all in-bound calls and manage the customer’s experience by providing accurate information to satisfy the reason for calling.
  2. Employ Call Center phone technology to answer incoming calls effectively; apply expertise of CCBC student processes acquired from the Knowledge Management database, BANNER, CCBC website, SharePoint, and enrollment and academic departmental resources to secure accurate information to offer callers superb customer service.
  3. Engage in rapid problem-solving skills to research and recommend appropriate solutions to address and improve a caller’s situation.

 

Position Specific Essential Duties

 

  1. Provide outstanding service to students and other internal and external customers.
  2. Answer incoming calls in a high-volume call center
  3. Provide all in-bound callers (public, prospective and current students, faculty and staff) with courteous, accurate, first-tier informational responses to general CCBC or enrollment questions related to admissions, records, financial aid, registration, or payment.
  4. Employ effective communications to build positive relationships between CCBC, as contact person, and caller.
  5. Support caller’s need to access CCBC student information technology (SIMON, CCBC website, e-mail) as required.
  6. Evaluate need level of requested information or situation and refer caller to a second-tier resource, college office or staff member if appropriate using call connection protocol.
  7. Manage individual calls within Call Center metric guidelines.
  8. Deliver out-bound calls as part of CCBC’s communication plan initiatives to influence student enrollment decisions.
  9. Use customer relationship management technology to enter prospective student data and fulfill inquiries as requested.
  10. Participate in relevant staff development opportunities.

 

Pay:   $31,398.00 – $32,340.00

Schedule:   full-time

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