Call Center Representative
Tallahassee Community College
TITLE: Call Center Representative
POSITION NO.: P05154
SECTION: Enrollment Call Center/Student Affairs
HIRING SALARY: $31,255.86 – $34,409.93 annually: all salary calculations will start at minimum
HOURS: 9:00 am – 6:00 pm Mon – Thurs and 8-5 on Friday
CONTACT: Human Resources (850) 201-8510 or via email at [email protected]
MAJOR FUNCTION: The Call Center Representative is housed within the Enrollment Call Center and will report directly to the Director. The Call Center Representative will provide customer service support by phone, email, text messaging, live chat and ticketing system for the college’s enrollment functions. Work involves the answering of telephones, furnishing general information concerning Student Affairs, operating computer systems, data entry and some clerical work. This position will use a multi-line phone system, receive inbound phone calls, emails, online inquires and quickly respond to inquiries and issues in written form, e-mail, text messaging, live chat or in person while over the phone, while providing outstanding customer service to students, staff and the general public. Provide accurate and timely information pertaining to admissions, advising, records, registration, financial aid and other activities/functions of Student Affairs and the college. This position will observe, receive, and otherwise obtain information from all relevant sources. Maintain up-to-date information concerning activities of office that make up Student Affairs. Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, text messaging, or in person. Assist in making outbound notifications and phone calls to new and current students relating to enrollment processes.
MINIMUM TRAINING/EXPERIENCE: High School Diploma or General Education Degree (GED) equivalent and one year of related office work experience. An Associate’s Degree or higher degree may substitute for the required experience. Preference will be given for higher-education experience, experience with multi-line telephone operation and procedures. Fluency in Spanish is a plus.
KNOWLEDGE, SKILLS AND ABILITIES: Knowledge and understanding of College organization, goals and objectives, and policies and procedures. Knowledge of office practices and procedures. Excellent interpersonal, written, and oral communication skills. Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections. Ability to speak distinctly and clearly and to use a well-modulated voice and work well with all types of people including faculty, staff, students and the public. Ability to learn assigned tasks readily and to adhere to prescribed routines. Ability to operate telephone/switchboard and standard office equipment. Ability to provide college admission, registration and enrollment information and procedures, programs of study, and departmental responsibilities and locations. Ability to read and comprehend simple to detailed instructions, short correspondence, and Memos. Ability to write simple correspondence. Ability to follow oral and written instructions and to react quickly and calmly in emergencies. Ability to work in a multi-ethnic and multi-cultural environment with students, faculty and staff. Ability to handle and process confidential information with discretion. Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment. Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone. Ability to learn and navigate new software quickly. Ability to use a personal computer.
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