Lead Specialist - Higher Ed

Lead Specialist - Higher Ed

Lubbock
44332BR
TTU Online SEP

Position Description
Performs advanced, specialized work to assist in the organization and implementation of various projects and programs. Work is performed under minimal supervision within established policies with latitude for independent judgment. Works on special projects as assigned. May substitute for supervisor during his/her absence.

Major/Essential Functions

• Assist with phone, email, and online inquiries from current and prospective students, faculty, and staff for the TTU Online programs via phone.
• Address any problem and questions then redirect call to appropriate university offices and/or departments.
• Use a CRM, including but not limited to: Salesforce, ServiceNow, Canvas, Focus, Raider Success Hub, CampusCE to record student interactions and track communications.
• First Point of Contact for answering questions, resolving issues, handling escalations from part-time Support Center Representatives.
• Assist in training new Support Center Representatives.
• Foster a positive and collaborative team environment.
• Stay up-to-date on TTU Online and TTU K12 policies and procedures.
• Contribute to the development of knowledge base resources and training materials.
• Provide feedback on areas for process improvement.
• Specialist - Lead will supervise 5-10 part-time Student Assistants

Required Qualifications
High school plus six years experience in related field. Additional education may substitute for experience on a year for year basis.

Preferred Qualifications

• Multitasking, previous use of CRM's or LMS's, Microsoft Suite, phone skills and etiquette.
• Support Center experience.

Pay Range
$19.47 - $25.29 - $31.15

To apply, visit workattexastech.com

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.