30 days old

Contact Center Agent I

San Jacinto College
Houston, TX 77049
  • Job Code
    122903104

San Jacinto College

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy, religion, gender, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws.

Contact Center Agent I - North Campus

Responsibilities:
  • 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.
    • Ability 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 graduate or equivalent (GED).

    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.

    Bilingual Speakers are encouraged to apply.

    Salary Grade: 12

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

    Requisition Number: req2440

    Posting Close Date: 9/4/2020

    PI122903104

    Categories

    Posted: 2020-08-24 Expires: 2020-09-24

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    Contact Center Agent I

    San Jacinto College
    Houston, TX 77049

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