Contact Center Representative-(STA015170)Contact Center RepresentativeDepartment Name : D0045 Enrollment Management
Description
This position may be eligible for Hybrid Work, working remotely for up to two days per week after the initial 90 days of employment.
Hourly Rate : $17.45 / hr. or higher, commensurate with experience and / or education
JOB SUMMARY
The Contact Center Representative answers incoming calls related to enrollment services, provides callers with assistance and creates a ticket for the relevant department.
DUTIES
- Answers all incoming calls, and provides callers with the information
- Creates and submits a ticket to the relevant department if unable to answer a query
- Assists students by answering general questions
- Review and responds to emails
- Reviews Smart sheet or updates on tickets, following up as necessary before completing and closing them
- Assists the supervisor to train new and temporary staff members as necessary
MARGINAL DUTIES
Performs all other duties as assigned
SUPERVISORY RESPONSIBILITIES
Direct Reports :KNOWLEDGE, SKILLS, AND ABILIITIES
Knowledge :
Knowledge of commonly referred to processes, policies, and procedures within the university, and the related trends, issues, and accepted practices
Skills :
- Good technical skills, including proficiency in MS Office and PeopleSoft
- Strong analytical and problem solving skills
- Excellent interpersonal, communication, and customer service skills
- Good critical thinking skills
Abilities :
- Ability to work in a team
- Ability to effectively communicate with a wide range of individuals and constituencies in a diverse university community
WORK LOCATION AND PHYSICAL DEMANDS
Primary Work Location :
Works in an office environment
Physical Demands :
- Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements
- Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
- Must have precise hand-eye coordination and the ability to identify and distinguish colors
EEO / AA
Qualifications
Required Education :
High School Diploma or equivalent
Required Experience :
Minimum of one (1) year of related job experience
License / Certification :
None required
PREFERRED QUALIFICATIONS
- None
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