Frontline Call Center Chat and Text Services Representative

Class Description

The purpose of this class is to provide friendly, courteous, and patient frontline call center chat and text services including support to students and the college community. Provides comprehensive support across various campus services, utilizing technical platforms such as Banner SIS, Element451 CRM, queue management systems, and the TDX knowledge base to enhance service delivery, including but not limited to admissions, financial aid, registration, and student accounts. This role focuses on delivering exceptional customer service and creating a seamless experience for students navigating essential and other college-related services. This position works with prospective, admitted, and current students to provide detailed information about and help with all student services processes from admission through enrollment and applying for graduation, ensuring a seamless and customer-service-oriented experience.

Minimum Requirements

Associates degree or 60 transferable college credits with two (2) years of experience, or High School diploma/GED with four (4) years of experience working with students or customers in a service-oriented environment. At least three (3) years of call center experience. This call center experience must include managing a high volume of inbound and outbound calls. Must be able to understand and respond to inquiries promptly with friendly, courteous and patient communication understandable to all callers.

Proficiency in using student or organizational information systems for accessing and updating student records, customer relationship management (CRM) tools for tracking student engagement and outreach, queue management systems for managing student service flow, and knowledge base platforms for providing accurate and timely information to students. Familiarity with Microsoft Office (Word, Excel, PowerPoint, Teams, OneDrive) preferred. Strong technical aptitude with the ability to navigate multiple digital platforms, interpret data, and troubleshoot common system issues. Bachelors degree preferred. Bilingual skills preferred.

Work Hours: 9 am - 5 pm Monday - Thursday      8:30 am - 4:30 pm Friday  and one weekday every other week 11 am - 7 pm.

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