Specialist, Call Center

Tyler Junior College gives equal consideration to all applicants for admission, employment and participation in its programs and activities without regard to race, color, religion, national origin, gender, gender identity, gender expression, sexual orientation, age, marital status, disability, veteran status or limited English proficiency (LEP).

Applicants must be authorized to work for ANY employer in the We are unable to sponsor or take over sponsorship of an employment Visa at this time.

All positions are on-site, located in Tyler, Texas, unless otherwise stated in the job posting.

DESCRIPTION

The Call Center Specialist is a full-time, twelve-month position performing duties in the Apache Call Center, reporting to the Assistant Director, Apache Call Center. Candidates for this role should have excellent customer service and communication skills, a high attention to detail, and the ability to manage time well.

ESSENTIAL FUNCTIONS AND DUTIES

• Assist students and parents by phone in the Apache Call Center with questions related to financial aid, admissions / registrar, and student accounts. Provide accurate information, resolve issues, and connect callers with the appropriate campus resources to support enrollment and success.
• Call assigned groups of registered students to provide guidance and support in completing required financial aid processes and documentation.
• Monitor and respond promptly to inquiries received through the financial aid and Apache Enrollment Center email accounts, ensuring accurate and helpful communication.
• Represent the financial aid office at on-campus events such as new student orientation, preview days, housing check-in, West Campus orientation, and registration rallies.
• Evaluate and analyze submitted financial aid documents to ensure compliance with federal, state, and TJC policies and procedures.
• Ensure compliance with federal and state laws, regulations, and institutional policies related to the administration of Federal Title IV student financial aid, student privacy, records management, and data security
• Route incoming calls placed to the TJC main number as needed, serving as a switchboard operator on a rotating basis when part-time staff are unavailable.
• Perform other duties as assigned by the Assistant Director, Apache Call Center; Lead Call Center Specialist; or Director, Financial Aid and Apache Call Center.

COMPETENCIES

Knowledge, Skills, and Abilities

Computer Software Skills, Customer Service, Ellucian Banner / Student Information System (ERP), Interpersonal Skills, Written and Verbal Communication, Presentation / Public Speaking, Time Management, Typing / Word Processing, Accuracy and Attention to Detail, Adaptability to Open-Concept Work Environment, Independence and Confidentiality

Work Environment :   Work may be required outside of normal business hours; standard office setting with frequent interaction with students, faculty, and staff.

Physical Demands : p rolonged periods of sitting at a desk and working on a computer; repetitive motions such as typing and using a mouse; walking and standing as needed.

Travel Required :   No

If travel is required, the candidate must have and maintain a current, valid Texas driver’s license and an acceptable driving record.

QUALIFICATIONS

Required Education

High school diploma or equivalent

Required Experience

Three years of related customer service, call center, higher education, or service industry experience

SUPPLEMENTAL INFORMATION

EXPECTATIONS