Contact Center Agent II - North Campus
PRIMARY FUNCTION: Assist callers to the Contact Center (CC)
Essential Job Functions:
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Responds to inquiries via telephone and email that include the following information:
- Admissions application process
- Transcript process handling
- College testing process
- New student orientation
- Student account status, payment application and account hold information
- Financial Aid application process (FAFSA), including Federal Aid regulations
- Document verification process
- Payment plan options and refunds
- Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
- Course program information and descriptions
- Completes call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
- Uses College ERP system to research and transmit confidential student information to properly identified student callers. Use of College account security application to reset passwords upon verified requests.
- Transfers telephone calls and forward emails accurately to internal departments upon request. Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
- Review call center metrics to compare individual performance with team benchmarks, including Average Answer Time, Average Talk Time and Average Ring Time.
Additional Job Functions:
- Mentors CC I agents regarding advanced call handling and resolution. Ensure proper handling of calls that need to be escalated to CC II agents for timely resolution.
- Assists with in-house training of Meador temps and part-time staff. Reviews FERPA, Financial Aid regulations, student confidentiality and changes to internal departmental business process chan
Knowledge, Skills and Abilities:
- Ability to demonstrate the College values
- A proven track record of effectively interacting with a diverse constituency group of people
- Ability to comprehend complex information and explain it to prospective and current students
- Knowledge of the operations of a community college and the enrollment process
- Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines
- Ability to review student records and make decision for connections to complete student applications and registration process
- Assist with document preparation and assigned adjustments to students records
- Accountable for call quality, attendance, and adherence to work schedule results
- Ability to perform heavy phone and computer usage
- Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict resolution and telephone etiquette skills
- Ability to tactfully discuss and successfully resolve caller issues that are escalated by Contact Center Agent I
- Banner knowledge preferred
- Campus department and process knowledge
Required Education:
- High school diploma or equivalent
Preferred Education:
- Associate degree from an accredited institution
Required Experience:
- Three years of call center experience
Preferred Experience:
- One year of higher education call center experience
Bilingual Applicants are encouraged to apply.
Note: This position has opportunity for limited remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.
Salary Grade: 16
Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule
Requisition Number: req4494
Posting Close Date: 6/30/2023
