Customer Service Representative

Posting Summary Position Title Customer Service Representative Position Number 3565 Branch Student Affairs Division Contact Center Department Contact Center Job Description The Customer Service Representative serves as a team member of the College’s contact center, providing first call resolution, answering and directing caller’s questions.

The Representative will assist new students, via phone, chat, virtual video, text or email, in getting started at MCC, determine placement testing needs and interpret scores and guide students to the on-line orientation program and overall navigation of MCC services.

The Customer Service Representative will specifically work with current and returning students that do not require an Advising session to register for classes relieving the Academic Advisors to see students that require more specialized assistance.

They will help these students by providing training on the various tools available to the student through MyWay and guide students to information on MCC website.

They will provide basic financial aid support to include, but not limited to, information on the process to complete the Free Application for Federal Student Aid (FAFSA).

ESSENTIAL POSITION FUNCTIONS : 1. Coach and assist students in how to search for and enroll in classes using MyWay.2. Coach students to utilize the various tools available in MyWay.

3. Assist students with financial aid processes such as application and appeals.4. Determine when a student needs to meet with an Academic Advisor or Counselor.

5. Work with Academic Affairs and MIS to resolve prerequisite issues students encounter during the registration process.6.

Participate in Virtual Video conferencing as scheduled or assigned.7. Attend work activities or programs as scheduled or assigned.

KNOWLEDGE, SKILLS AND ABILITIES :

1. Disciplined, organized and possess empathy and critical problem-solving skills.2. Ability to listen intently and communicate clearly and must exercise tact, diplomacy, and sound judgment in stressful situations.

3. Strong customer service skills, especially when handling difficult interpersonal situations.4. Ability to work independently and / or as part of a team.

5. Ability to demonstrate a positive and professional attitude.6. Ability to pay close attention to detail and maintain confidentiality.

7. Knowledge of College policies and procedures related to student enrollment.8. Knowledge and compliance of FERPA laws regarding confidentiality.

9. Knowledge of general office procedures and have experience operating computer applications including but not limited to Microsoft Office Professional and College supported software.

10. Knowledge of the Internet and ability to locate College sites and print course descriptions.11. Ability to effectively work and interact with various cultures and ethnicities.

The specific statements shown in each section of this description are not intended to be all inclusive. They represent typical elements and criteria considered necessary to perform the job successfully.

Metropolitan Community College recognizes that an individual with a disability may require an accommodation to enable the candidate to successfully perform a job function.

Consideration will be given to reasonable accommodations . Required Qualification Associate’s degree required with four (4) years of full-time related work experience in a customer service environment, and preferred one (1) year of call center experience, preferably in higher education.