Federal Work Study - Customer Care Agent

Job Title : Federal Work Study - Customer Care Agent

Location : Georgia Gwinnett College

Regular / Temporary : Temporary

Full / Part Time : Part-Time

Job ID : 274157

About Us

Since our founding in 2005, Georgia Gwinnett College (GGC) has been dedicated to providing an exceptional educational experience to our students.

At GGC, we believe that our students' success is our success, and we are committed to creating a culture that supports and uplifts them throughout their academic journey.

As a member of our faculty or staff, you will become part of a dedicated and passionate community of educators and professionals.

Together, we work towards a common goal of empowering our students to achieve their full potential, both academically and personally.

We take pride in our student body, which represents a multitude of backgrounds, perspectives, and experiences. Whether you are involved in teaching or providing essential services, your contribution will make a significant impact on the lives of our students and the broader community.

In addition to our commitment to student success, we also value the well-being and professional growth of our employees. We offer a comprehensive benefits package, designed to support the needs of our faculty and staff.

From competitive compensation to health and wellness programs, and professional development opportunities to work-life balance initiatives, we strive to create an environment where everyone can thrive and feel valued.

Located in the thriving community of Gwinnett County, GGC offers a rich cultural and social landscape that enhances the overall college experience.

Our backdrop is a beautiful, modern 260-acre campus located just 30 miles northeast of downtown Atlanta. Our students and employees benefit from the close proximity to various local amenities, including shopping, dining, entertainment, and outdoor recreational opportunities.

This vibrant community serves as an extension of our campus, providing a stimulating environment for personal and professional growth.

Join GGC and become part of a dynamic team that plays a pivotal role in shaping the lives and celebrating the achievements of our students.

Together, let's make a positive impact and empower the next generation of leaders.

Job Summary

This position will provide professional user friendly accurate and real time information to an audience supporting current and prospective students.

The primary offices served will be Admissions Registrar / Records and Student Financial Aid. The Customer Care Center will provide information for these offices resolve issues and / or create call back tickets for follow-up.

Duties will include managing inbound / outbound calls and written communication (email and chat). This position will require time on the phone and will be measured by various metrics including resolution time and customer satisfaction.

Responsibilities

• Focus will be on answering and responding to inbound calls, emails, and chat responses
• Tracking inquiries via CRM system
• Help maintain documentation for Customer Care team
• Must maintain a current working knowledge of Enrollment Service policies
• Completes special projects and duties assigned by Customer Care Manager in a timely manner
• Speak clearly, offer office identity and a spirit of assistance
• Remain up to date regarding policies, calendar, deadlines, directions, etc
• Participate in ongoing training
• Must be punctual and present on a daily basis
• Attend meetings as necessary for the position
• Other duties as assigned by Customer Care Manager

Required Qualifications

• Must have Federal Work Study award
• Must be currently enrolled in a minimum of 6 credit hours at Georgia Gwinnett College
• Must be in good academic standing and maintain good standing for the duration of employment
• Must be in good conduct standing with the Office of Student Integrity and maintain good conduct for the duration of employment
• Must be able to handle confidential information
• Strong analytical and customer service skills and the ability to prioritize effectively
• Strong communication and interpersonal skills.

Preferred Qualifications

• Advanced computer skills and the use of a fax machine, copier and printer are a plus.
• Knowledge of databases and how they work.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office.

Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards.

More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https : / / www.

usg.edu / policymanual / section8 / C224 / #p8.2.18 personnel conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https : / / www.

usg.edu / policymanual / section6 / C2653 .

Conditions of Employment

Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer.

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Gwinnett College (GGC).

Eligibility of employment is determined by GGC in its sole discretion, and includes but is not limited to confirmation of credentials and employment history reflected in your application materials;

and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are subject to the applicable federal laws, state laws, statutes, rules and regulations of this institution, and to the bylaws and policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Georgia Gwinnett College is an equal employment, equal access, equal educational opportunity, and affirmative action institution.

GGC does not discriminate on the basis of race, color, creed, age, religion, national or ethnic origin, sexual orientation, gender identity or expression, sex (including pregnancy or childbirth), veteran status or military status, genetic information, or disability in employment or admission or access to its programs and activities, as required by Title IX.

Inquiries including anyone who feels they have been discriminated against should contact the Office of Equal Opportunity and Title IX compliance and direct concerns to the GGC Title IX Coordinator, Building B, Suite 3700, [email protected] or (678) 407-5085.

For individuals requiring disability-related accommodations for participation in any event including the application, interview process, or to obtain print materials in an alternative format, please contact HR Payroll and Benefits at (678) 407.

5054 or email [email protected].

Other Information

Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview.

Review of applications will continue until positions are filled. Georgia is an open records state.