Job Details

Job Title: Part-Time Specialist III, Call Center

Location: LSC-Montgomery

Regular/Temporary: Regular

Full/Part Time: Part-Time

Job ID: 44938

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.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

Campus Marketing Statement

Lone Star College-Montgomery

Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For® institution by the Chronicle of Higher Education.

LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.

Lone Star College-Montgomery, the premiere student-centered educational institution in Montgomery County, serves The Woodlands and Conroe communities. LSC-Montgomery provides a relaxing and conducive learning atmosphere while offering leisure learning opportunities, individual classes, and unique programs such as radiologic technology, physical therapy, and biotechnology.

Location address is 3200 College Park Drive, Conroe, TX 77384.

Job Description

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. The Specialist will assist students in processes and activities related to student services and student records, as well as assisting other callers with their specific needs.

ESSENTIAL JOB FUNCTIONS:

1. Provides general campus information and answers caller questions via phone
2. 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
3. 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
4. Achieves high level of first call resolution
5. Responsible for accurate documentation and assignment for issues that must be routed back to various campus departments or functional teams for resolution
6. 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
7. Responds actively and sensitively to customer issues and inquiries
8. Actively participates in training sessions
9. Responsible for other reasonable, related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to work a flexible schedule
• Commitment to customer service
• Ability to work effectively with a wide variety of students from various socioeconomic and ethnic backgrounds
• Strong internet research skills

PHYSICAL ABILITIES:

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

• Equipment used includes a PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
• Interfaces with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards
• Schedule varies Monday through Saturday (includes evening hours) up to 19.5 hours per week

REQUIRED QUALIFICATIONS:

• High school diploma or GED and at least 3 years of related work experience, or an equivalent combination of education and experience

PREFERRED QUALIFICATIONS:

• Some college hours
• Experience working in PeopleSoft Campus Solutions (iStar) student records
• Experience and knowldge of Microsoft Office (Word, Excel, PowerPoint and Outlook)

Salary

Hourly Pay Rate is $15.60 per hour.

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment, excellent work/life balance, tuition waiver, participation in a tax deferred retirement plan and more.