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    Contact Center Agent I - Houston, United States - San Jacinto College

    San Jacinto College
    San Jacinto College Houston, United States

    1 week ago

    Default job background
    Description
    Contact Center Agent I - North Campus

    Essential Job Functions:
    • Respond to inquiries via telephone and email that include the following information:
    • Admissions application process
    • Transcript process handling
    • College testing process
    • New student orientation
    • Student account status, payment application and account hold information
    • Financial Aid application process (FAFSA), including Federal Aid regulations
    • Document verification process
    • Payment plan options and refunds
    • Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
    • Course Program information and descriptions
    • Use of College ERP system to research and transmit confidential student information to properly identified student callers.
    • Use of College account security application to reset passwords upon verified requests.
    • Transfer telephone calls and forward emails accurately to internal departments upon request.Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
    • Complete call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
    • Review call center metrics to compare individual performance with team benchmarks. This includes Average Answer Time, Average Talk Time and Average Ring Time.
    Knowledge, Skills and Abilities:
    • A proven track record of effectively interacting with a diverse constituency group of people.
    • Being able to comprehend complex information and explain it to prospective and current students.
    • Knowledge of the operations of a community college and the enrollment process.
    • Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines.
    • Reviews student records and make decision for connections to complete student applications and registration process.
    • Assist with document preparation and assigned adjustments to students records.
    • Accountable for call quality, attendance, and adherence to work schedule results.
    • Heavy phone and computer usage is required for this position.
    • Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict management and telephone etiquette skills.
    Required Education:
    • High school diploma or equivalent
    Preferred Education:
    • Degree or certificate from an accredited institution
    Required Experience:
    • Minimum one (1) year of administrative / customer service experience
    Preferred Experience:
    • Experience in Higher Education
    • Banner (software) knowledge of campus departments and process
    Salary Grade: 102

    Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

    Requisition Number: req5049

    Posting Close Date: 5/3/2024
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