Part-Time Specialist III, Call Center
Job Details
Commitment to Mission
This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.
PURPOSE AND SCOPE:
The PT Specialist III, Call Center provides student support, processes inbound calls, and acts as the initial point of contact for level 1 support calls. This position also provides suggestions for knowledge base updates and collaborates with other Call Center personnel to improve operations and exceed customer expectations. The Call Center is designed to receive inbound calls from students, community members and employees needing help with issues such as Financial Aid, Admissions, Advising, Business Office/Bursar/payments and related student needs.
ESSENTIAL JOB FUNCTIONS:
- Provides general campus information and answers caller questions via phone
- Functions as first response access point for all students providing information, direction and instructions to students on enrollment, registration, admission applications, student records access and account status and related materials
- Resolves level 1 calls and level 1 escalations for student records support, refers level 2 adjustments and corrections to Call Center Manager or appropriate Student Success or Business Office personnel for resolution
- Achieves high level of first call resolution
- Responsible for accurate documentation and assignment for issues that must be routed back to various campus departments or functional teams for resolution
- Possesses knowledge of People Soft Campus Solutions (iStar) student records and LSC student portal, myLoneStar.edu. technical expertise in student self-service modules to deliver support and resolve student issues
- Responds actively and sensitively to customer issues and inquiries
- Actively participates in training sessions
- Responsible for other reasonable, related duties as assigned
Find Your Best Opportunity
Tell them AcademicJobs.com sent you!
