Contact Center Agent I

2 weeks ago


Houston, United States San Jacinto Community College District Full time

Contact Center Agent I - North Campus

Essential Job Functions:

* Respond 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
* Use of 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.
* Transfer 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.
* Complete call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
* Review call center metrics to compare individual performance with team benchmarks. This includes Average Answer Time, Average Talk Time and Average Ring Time.

Knowledge, Skills and Abilities:

* A proven track record of effectively interacting with a diverse constituency group of people.
* Being able 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.
* Reviews 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.
* Heavy phone and computer usage is required for this position.
* Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict management and telephone etiquette skills.

Required Education:

* High school diploma or equivalent

Preferred Education:

* Degree or certificate from an accredited institution

Required Experience:

* Minimum one (1) year of administrative / customer service experience

Preferred Experience:

* Experience in Higher Education
* Banner (software) knowledge of campus departments and process

Salary Grade: 102

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req5049

Posting Close Date: 5/3/2024


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